Ryan Bienvenu
Conception Bay,NL
Summary
Seasoned Operations Manager and talented leader with 17 years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.
Overview
20
20
years of professional experience
Work History
Operations Manager II
10.2020 - Current
- Oversee multiple lines of business within excess of 100 staff
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines
- Introduced new methods, practices, and systems to reduce turnaround time
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow
- Maintain and grow revenue of programs; responsible for profitability including revenue, margins, billing, seat utilization and retention
- Participate in cross functional meetings in support of Training, HR, Quality, WFM, TA to define process transformation and implementation that resolves issues and drives continuous improvement
- Recruiting, training, scheduling, developing, and managing performance of direct reports and their associates; including planning and assigning work
- Provide leadership and guidance through open and honest coaching, career development, administration of policies, as well as performance management with accountability for their immediate teams
- Partner with business development to leverage and expand new business
- Create positive work environment through employee engagement; resolve employee relation issues in professional and timely manner
- Key Accomplishments:
- Instrumental in elevating not 1 but 2 lines of business, increasing client involvement, trusting us with more specialty business
- Elevated year ends departmental growth both financially and external client ratings
- Exceeding expectations within first year
- Created and amended processes that yielded more efficiencies, employee support and development
- Individual growth overseeing multiple lines of business: Complaints Resolution Office, Customer Care Managers, both Customer Service and Fraud frontline queues.
Pilot Client Launch Supervisor
Asurion Canada Inc
03.2018 - 02.2020
- Attending client meetings, providing insight and results
- Create, train, and implement new objectives, guidelines & curriculum
- Managed department call volume of 540 calls per day and coordinated department schedules to maximize coverage during peak hours
- Follow up with both clients and customers to ensure experience satisfaction
- Utilize problem solving skills to overcome barriers
- Travel for meetings, training, and continued education
- Key Accomplishments:
- Achieved and exceeded monthly targets consistently from start of employment
- Managed, owned, and kick-started new client launches and campaigns
- Won contracts and recognized for relationships and contributions from new clients as well as internal VP and SVP's
- Constructed platforms and managed teams for a living knowledge base
- Awards – Hero of the month(s), Coach of the month(s), Gold and Platinum Leader achiever, LEAP award, Best Trade show booth
- Traveled to Philippians to train and help set up product launch for over a month
- Trusted with own corporate credit card
- Expense reporting.
PSS Technical Operations Supervisor
Asurion Canada Inc
05.2014 - 03.2018
- Supervised more than 18 employees and monitored work performance
- Training, recruiting, and hiring
- Motivate, develop/coach and retain employees
- Technical training for Whole Home connected devices
- Ensuring the highest level of customer service is provided through coaching, mentoring, and providing feedback
- Track and report agent productivity
- Provide career path coaching
- Deliver performance reviews and corrective action (Performance Management)
- Enforce policies/guidelines to meet company goals/objectives
- Hands on operational activities for business continuity and disaster recovery.
Operations supervisor
Asurion Canada Inc
07.2006 - 05.2014
- Training, recruiting, and hiring
- Ensure highest level of customer service is provided through coaching, mentoring, and providing feedback
- Motivate, develop/coach and retain employees
- Track and report agent productivity
- Provide career path coaching
- Deliver performance reviews and corrective action (Performance Management)
- Enforce policies/guidelines to meet company goals/objectives.
Corporate Store Support
CSR – Advanced Cx Care, Asurion Canada Inc
06.2003 - 07.2006
- Responsible for answering customer calls in an efficient and quality-driven manner
- Supported front-line escalated concerns/ issues
- First hired into escalation department
- First hired as an escalation team lead
- First hired into corporate store support
- Awarded Employee of the month on multiple occasions
- Trained all associates in the Proper Escalation procedure
- Training Coach.
Education
Situational Leadership Course
Leadership Fundaments Course
First Aid certified -
2021
Insurance Adjuster License (issued by Louisiana Department of Insurance) -
2011
High School Diploma -
Riverview High
2000
Skills
- Strategic Partnership
- Process Improvement Strategies
- Policy and Procedure Implementation
- Staff Management
- Project Management
- Client Relations
- High-Pressure Environments
- Verbal & written communication
- Analytical and critical thinking
- Behavioral & team leadership
- Process Improvement
- Avaya CMS, Microsoft suite (Outlook, Excel, Word, PowerPoint), Tableau, Workday, Web station, NICE, One COMM, ASPECT, KRONOS, SharePoint, Power BI, IEX
Languages
English
Native or Bilingual
French
Limited Working
Timeline
Operations Manager II
10.2020 - Current
Pilot Client Launch Supervisor
Asurion Canada Inc
03.2018 - 02.2020
PSS Technical Operations Supervisor
Asurion Canada Inc
05.2014 - 03.2018
Operations supervisor
Asurion Canada Inc
07.2006 - 05.2014
Corporate Store Support
CSR – Advanced Cx Care, Asurion Canada Inc
06.2003 - 07.2006
Situational Leadership Course
Leadership Fundaments Course
First Aid certified -
Insurance Adjuster License (issued by Louisiana Department of Insurance) -
High School Diploma -
Riverview High
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