Ryan McKernan
Ashland,MA
Overview
11
11
years of professional experience
Work History
Asset Recovery Manager
Renewal By Anderson
Northboro, MA
02.2024 - Current
- Handle cancelled sales in each market nationwide. Resolving disputes, processing in internal systems, and attempting to re-engage and earn business.
- First hire in the department, work with management to streamline processes and develop strategies to improve reach and profit.
- Perform administrative functions for all accounts and as a point of contact for Sales, Finance, Customers, etc.
Customer Success Manager
Electric AI
Remote
04.2022 - 02.2023
- Facilitated post-sales management of customers' lifecycle, identified upsell opportunities, and increased adoption of new product features.
- Managed customer portfolio of $2.1 million (ARR)
- Conducted meetings to discuss IT/hiring trends and long-term IT strategy, present QBRs to key stakeholders and executives in partnership.
- Hosted product training sessions
- Developed a strong partnership with Account Management and CX leadership to mitigate risk and reduce churn by 36%, and increase profits through strategic upsells by 26% from Q2 to Q3 of 2022.
Senior Manager, Client Services
Citizens Disability
Waltham, MA
05.2017 - 04.2022
- Managed multiple teams internationally, including the Philippines and Nigeria, throughout the full employment life cycle, from hiring, performance, and terminations.
- Handled highest level of claim escalations, including terminations and suicidal clients.
- Developed reports on claim status to reduce claims with past deadlines, ensuring all claims were worked in a timely manner and within Social Security Guidelines.
- Coordinated internal projects to determine the best utilization of resources to increase customer satisfaction.
Team Leader, Client Services
Citizens Disability
Waltham, MA
04.2015 - 04.2017
Client Services Representative
Citizens Disability
05.2014 - 04.2015
Marketing Representative
Power Home Remodeling
Marlboro, MA
06.2013 - 12.2013
Education
Bachelor's degree - Marketing
Roger Williams University
Bristol, RI2013
Skills
- Customer Satisfaction & Retention
- Team Leadership
- Customer Service Optimization
- Customer Engagement
- Account Management
- CRM Software
- Salesforce
Timeline
Asset Recovery Manager
Renewal By Anderson
02.2024 - Current
Customer Success Manager
Electric AI
04.2022 - 02.2023
Senior Manager, Client Services
Citizens Disability
05.2017 - 04.2022
Team Leader, Client Services
Citizens Disability
04.2015 - 04.2017
Client Services Representative
Citizens Disability
05.2014 - 04.2015
Marketing Representative
Power Home Remodeling
06.2013 - 12.2013
Bachelor's degree - Marketing
Roger Williams University
Similar Profiles
Dacota DayeDacota Daye
Sales Agent at Renewal By AndersonSales Agent at Renewal By Anderson
Bethany HoppeBethany Hoppe
Value Stream Associate at Renewal By AndersonValue Stream Associate at Renewal By Anderson
Tony Williams IIITony Williams III
Window Installer at Renewal By AndersonWindow Installer at Renewal By Anderson
Jaydin Pierre-LouisJaydin Pierre-Louis
Installer at Renewal By AndersonInstaller at Renewal By Anderson
IRENE MBEYU IRUMBAIRENE MBEYU IRUMBA
Home Health Aide (Part Time) at Mary Anne Morse Home Care- FraminghamHome Health Aide (Part Time) at Mary Anne Morse Home Care- Framingham