Ryan Kinkel: in Huntington, VT

Bee's Wrap is a leading alternative to plastic wrap that provides a versatile and durable solution for sustainable food storage. Implemented process and system improvements that ensured excellence in all aspects of customer service and support. Managed all direct to consumer interactions through multiple support channels. • Served as the customer's champion in cross-functional efforts to ensure that customer experience is top of mind in company-wide decision-making • Improved and expanded existing support channels dramatically improving responsiveness and effectiveness in providing a great customer experience • Set up new channels to allow for interactions with customers via email, phone, chat, product reviews, and direct marketing • Optimized and created self-service options to provide on-demand, no-touch support to customers • Implemented and established best practices for the knowledge base to optimize customer engagement • Generated customer insights to shape policies and business strategies • Created a detailed view of the existing customer journey and developed a vision of a best-in class customer journey to drive sales, customer satisfaction, and loyalty • Optimized internal policies and procedures by synthesizing customer insights from existing data sources and external research methods

Step Ahead Innovations is an innovative startup company focused on real-time aquarium water monitoring using proprietary technology and a cloud-based "Internet of Things" user interface. Managed and directed a highly responsive, nimble and professional customer service department to support a revolutionary consumer product. In conjunction, managed marketing, IT and facilities functions for the organization. • Managed the pre-launch beta testing program, governing the product, data and feedback to and from the customer during a two year program, to ensure a successful product launch • Designed, implemented, and continually improved systems, processes, training, technical documentation, and technology to facilitate efficient and professional customer interaction and efficient workflow • Developed, managed and reported on department metrics to ensure best operational efficiency of the team and operations • Devised clear communication protocols and tools to ensure ongoing communication with other departments, and provided continuous feedback on product issues and potential operational improvements • Responsible for the core messaging to prospective customers on numerous channels • Acted as the face of the company while attending trade shows and performing interviews across the country • Continuously validated that all internal systems were operating efficiently to ensure seamless integrations between multiple applications