Ryan G.

Experience

• 

  AT&T Mobile Tel

  Aug 2006 - Oct 2009

  Sales Account Manager

  Customer service; sales; telemarketing; networking; customer retention innovations; technical support for mobile devices and home products (Blackberry, Word Mobile, Apple technology, DSL, Direct TV, and U-Verse).➢ Created loyal customer base by providing excellent customer service. ➢ Solved many problems and strengthened relations between the client and the company➢ Achieved monthly sales goals and incentives set by AT&T. ➢ Maintained and renewed numerous accounts and contracts for the mobile and home product divisions.➢ Adapted quickly to the merger of AT&T home product and mobile divisions. Trained new sales agents how to achieve sales goals and incentives. Show less

• 

  Modivcare

  Apr 2010 - now

  The Director of Operations Training provides oversight of operational training in 10 state operations across the country. This includes soft skills training and systems and process training for new hire training, refresher training, cross training, corrective action training and new business and systems implementations training of all associate level staff. The Director of Operations Training also works closely with the Instructional Systems Designers to assist in the design and development of training programs for functions within Operations. ESSENTIAL FUNCTIONS: *Ensures training needs of the Operations are met; analyzes needs and training requests, helping to prioritize and design training programs to impact positive employee growth and drive business results *Evaluates training programs, resources and tools for impact and results; produces ROI reports to assist in prioritizing needs and building new programs as appropriate *Evaluates Trainers for appropriate design, facilitation, and evaluation skills *Works with senior management and Leadership Development Manager to identify key individuals for development *Assists in the development and implementation of developmental plans to foster professional growth and advancement opportunities *Works with Instructional Designers to ensure all compliance training requirements are met *Works with VP of Human Tesources Management as well as appropriate COEs and various Corporate Leaders to ensure that all client concerns, questions, PIPs or action plans are addressed, proper action is taken and issues are solved to satisfaction in relation to learning and performance. *Responds to RFP Team and various leaders on questions or requests on outline, components, layout and duration of standardized CSR Training Program *Oversees all Operations Training Audits Show less The Regional Director of Operations Training provides oversight of operational training in 10 state operations across the country. This includes soft skills training and systems and process training for new hire training, refresher training, cross training, corrective action training and new business and systems implementations training of all associate level staff. The Regional Director of Operations Training also works closely with the Instructional Systems Designers to assist in the design and development of training programs for functions within Operations. ESSENTIAL FUNCTIONS: *Ensures training needs of the Operations are met; analyzes needs and training requests, helping to prioritize and design training programs to impact positive employee growth and drive business results *Evaluates training programs, resources and tools for impact and results; produces ROI reports to assist in prioritizing needs and building new programs as appropriate *Evaluates Trainers for appropriate design, facilitation, and evaluation skills *Works with senior management and Leadership Development Manager to identify key individuals for development *Assists in the development and implementation of developmental plans to foster professional growth and advancement opportunities *Works with Instructional Designers to ensure all compliance training requirements are met *Works with VP of Training and Talent Development as well as appropriate COEs and various Corporate Leaders to ensure that all client concerns, questions, PIPs or action plans are addressed, proper action is taken and issues are solved to satisfaction in relation to learning and performance. *Responds to RFP Team and various leaders on questions or requests on outline, components, layout and duration of standardized CSR Training Program *Oversees all Operations Training Audits Show less The Regional Training Manager oversees the training function for an entire national region by working closely with various business partners to ensure solid and consistent training practices across the enterprise. This leader creates new curriculum and updates existing material in support of operational requirements. This includes maintaining training systems as well as partnering to ensure that the content created meets training and new initiative objectives. The Regional Training Manager also analyzes, facilitates and evaluates training on a regular basis.ESSENTIAL FUNCTIONS*Travels to new operations implementations for new contract implementations to conduct new hire training*Mentors and develops field Training Managers and Coordinators*Works directly with local and regional field training personnel, HR, quality and operations leadership to determine training needs and appropriate training materials/modules/methods*Conducts regular observation/assessments of field training personnel and processes to ensure consistent and well-executed product and delivery based on training standards*Oversees contract specific, P & P and refresher training to ensure that a consistent process is followed for delivering, housing and accessing data *Builds certification process for hourly field positions*Conducts needs analysis, research, observations; works directly with SMEs and training managers to understand and develop training to meet business needs*Updates course offerings based on feedback received and changes in technology*Writes training outlines, wireframes, voice-overs; builds training modules out in LMS*Designs and develops interactive, state of the art training templates, modules, video, graphics and animated text *Follows appropriate training models such as ADDIE (Analyze, Design, Develop, Implement and Evaluate, Feedback, Summaries and Action Plans) Show less POSITION SUMMARYThe Corporate Transportation Product Team is responsible for the implementation of new transportation management products to contracted transportation companies nationwide as well as internal operations. The Lead Strategist partners with several state markets to conduct market analysis of deployment needs, schedules on-site trainings for local staff and/or their contracted transportation companies of the new software products or initiativesESSENTIAL FUNCTIONSThe ATMS Manager is responsible for the coordination, review, interpretation, reporting, and recommendations of functions and processes related to transportation provider-facing technologies.Play active role in creating an overall strategy to deliver operational objectives to our national organizations.• Play active role in creating an overall strategy to deliver operational objectives to our national organizations.• Act as a coach for senior leaders and executives in helping them accomplish their adoption/usage goals.• Handle change management in our organizations to maximize adoption, usage, and minimize resistance.• Identify, analyze, and prepare risk mitigation tactics.• Conduct training classes for a variety of audiences and managing an effective training experience with mixed skillsets• Create engaging learning activities and resources for the training audience. • Work directly with a technical team to provide feedback and insight to user experience through user stories.POSITION QUALIFICATIONS• Technical Training – Solid understanding of basic software functionality and ability to train audiences with little to no knowledge• Problem Solving – Ability to find a solution for or to deal proactively with work-related problems• Relationship Building - Ability to effectively build relationships with customers and co-workers• Presentation Skills – Ability to exhibit strong skills in presenting to small or medium-sized groups Show less As the country's leading provider of non-emergency medical transportation management services, LogistiCare works closely with the healthcare facilities serving our clients' members.We fully recognize and are intensely sensitive to the critical nature of ensuring that a patient arrives in a safe and timely manner for their appointment. Similarly, that patient must be picked-up and returned home without a concern.Job Description: Reports to the Phoenix, Director of Operations. Manages the call centers’ Training and Quality Control departments (3 Training Coordinators & 8 Quality Monitors), prepares LogisitCare associates to perform key responsibilities• Performs strategic needs analysis to suggest where training is needed and how it should occur• Designs training to include: clear objectives, lesson plans, agenda, and trainers• Facilitates classroom and web-based training sessions for LogistiCare associates and external clients • Coaches and mentors Trainers to apply appropriate training methods and techniques• Accelerates Continuous orientation cycles• Strategically Plans: Redesigned Training and Talent Acquisition processes to decrease first 90 day attrition rates from 66% to 17%• Implements several continuing education courses designed by Phoenix and Corporate Training Teams• Manages timekeeping/payroll for the Training Department• Completes annual performance reviews in a timely manner• Assists staff with career planning by using effective individual development planning tools• Initiates corrective actions and/or performance improvement planning when appropriate• Measures training performance by providing qualitative and quantitative data to Sr. Management • Writes polices for quality monitoring and provides monthly call evaluation data to Sr. Management Show less As the country's leading provider of non-emergency medical transportation management services, LogistiCare works closely with the healthcare facilities serving our clients' members.We fully recognize and are intensely sensitive to the critical nature of ensuring that a patient arrives in a safe and timely manner for their appointment. Similarly, that patient must be picked-up and returned home without a concern.Essential Duties & Responsibilities:- Develops and updates all training manuals, handouts and training aids for call center and regional offices- Ensures customer service/call taking isstandardized statewide through on-site training initiatives- Ensures call center new hire paperwork and files are completed in a timely fashion and distributed to appropriate departments and/or supervisor- Conducts new hire training for call center employeesQuality Assurance: - Performs call monitoring and productivity measurement; provides feedback tomanagers and supervisors- Uses quality monitoring database to compile, track and trend individual andteam (regional) performance- Assists in developing action plans along with providing coaching/training to employees with substandard performance- Develops/updates and submits new/revised QA policies and procedures to management for approvalStaff Fulfillment & Development:- Coordinates the screening and hiring of call center applicants through the LogistiCare applicant database and via utilizing local resources- Coordinates interviews for the call center- Responds to employment inquiries from applicants- Conducts new hire orientations- Coordinates local human resource activities for the call center staff with the Corporate Human Resources department Show less As the country's leading provider of non-emergency medical transportation management services, LogistiCare works closely with the healthcare facilities serving our clients' members.We fully recognize and are intensely sensitive to the critical nature of ensuring that a patient arrives in a safe and timely manner for their appointment. Similarly, that patient must be picked-up and returned home without a concern.Duties and Responsibilities:-Oversee functions of Customer Service Representatives.- Establish and maintain good working relationship with providers, clients, co-workers, and regional office personnel.- Comply with LogistiCare rules and procedures.- Complete agent reports and report stats to Call Center management.- Assist Call Center management in performing 90-day and annual evaluations of CSRs.- Coordinate work schedules, vacation and leave requests of CSRs.- Maintain daily and/or weekly report to Call Center management of all staff, provider and facility issues.- Monitor call stats, CSR aux work and call waiting times and maintain accurate call stat reporting to Call Center management weekly. Show less As the country's leading provider of non-emergency medical transportation management services, LogistiCare works closely with the healthcare facilities serving our clients' members.We fully recognize and are intensely sensitive to the critical nature of ensuring that a patient arrives in a safe and timely manner for their appointment. Similarly, that patient must be picked-up and returned home without a concern.Lead Customer Service Responsibilities:- Oversee functions of Customer Service Representatives (CSR's)-Have the ablility to coach and mentor to the staff- Training new and current staff on policy and procedures.-Able to monitor calls through the CACTI system and provide proper feedback and coaching to the staff.- Establish and maintain good working relationship with providers, clients, co-workers, and regional office personnel.- Comply with LogistiCare rules and procedures.- Complete agent reports and report stats to Call Center management.- Assist Call Center management in performing 90 day and annual evaluations of CSRs.- Coordinate work schedules, vacation and leave requests of CSRs.- Maintain daily and/or weekly report to Call Center management of all staff, provider and facility issues.- Monitor call stats, CSR aux work and call waiting times and maintain accurate call stat reporting to Call Center management weekly. Show less

  • Director of Operations Training

    Jan 2023 - now

  • Director of Instructional Systems

    Mar 2021 - Mar 2023

  • Director Operations Training

    Sept 2020 - Mar 2021

  • Regional Director of Operations Training

    Sept 2019 - Sept 2020

  • Regional Training Manager

    Nov 2018 - Sept 2019

  • Lead Strategist for Transportation & Technology

    Apr 2018 - Nov 2018

  • Technical Support Analyst

    Oct 2016 - Apr 2018

  • Training Supervisor

    Mar 2013 - Oct 2016

  • Training Coordinator

    Aug 2012 - Mar 2013

  • Quality Control Monitor

    Mar 2011 - Aug 2012

  • Lead Customer Service Representative

    Apr 2010 - Mar 2011