Years of professional experience
Ryan Crosby
Burnaby,Canada
Summary
Highly accomplished and innovative professional with enormous success utilizing technology to develop record-breaking marketing campaigns. Verifiable track record of utilizing competitive analysis, market research, and statistical surveys to build business plans and provide solutions that foster growth. Practiced in clarifying client requirements, performing analysis between goals and existing procedures, and designing email campaigns, social media initiatives, and websites to increase client revenue. Knowledge of approaches, tools and techniques for anticipating, recognizing, and resolving technical problems. Able to provide assistance to computer users by answering their questions, resolve technical problems, and maintain a company's network, software, and computer equipment. Strong work ethic & the ability to effectively handle pressure without compromising quality service.
Overview
10
10
5
5
Certifications
Work History
RCC Support
Majorel
07.2023 - Current
- Manage sensitive customer data
- Fix order related issues that come through the pipeline in a rapid succession allowing the workflow of other colleagues and departments to continue to also keep up to speed
- Follow strict guidelines that are set out on how to fix hundreds of different possible issues making sure to follow and update documentation when it isn’t giving clear enough instructions
- Understand more complex customer issues or order issues where there are no rules or guidelines on how to proceed with solutions; i.e using extensive problem solving based on knowledge base
- Maintain high KPIs including low Average Handle Time, and minimal to zero errors weekly.
Data Quality Admin
Sitel / Sothebys
04.2022 - 05.2023
- Log important customer data and search large databases of information for customers
- Assist other colleagues with data related needs and queries
- Identify, compare, and resolve data quality problems using logic and statistics comparison tools
- Proofread documents to verify that information is correct while ensuring that customers receive information in a timely manner
- Work with sales staff and team members to find innovative solutions to improve overall operations and client satisfaction; reduce call volumes and times by more than 25%.
- Evaluated large datasets for quality and accuracy.
- Determined root cause of data quality errors and recommended long-term solutions.
- Developed and executed data cleanup measures.
- Analyzed data to identify root causes of problems and recommend corrective actions.
- Provided technical support for troubleshooting analytics and reporting issues.
Customer Service Advisor
WEBHELP UK
05.2021 - 02.2022
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Responded to customer calls and emails to answer questions about products and services.
- Maintained and managed customer files and databases.
- Promoted strong customer satisfaction by diagnosing and troubleshooting product issues without need for escalated support.
- Created customer support strategies to increase customer retention.
Customer Service Advisor
Royal Mail Group
01.2021 - 05.2021
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Responded to customer calls and emails to answer questions about products and services.
- Maintained and managed customer files and databases.
- Managed department call volume of 100 calls per day and coordinated department schedules to maximize coverage during peak hours.
Chat Moderator
Tombola
05.2020 - 12.2020
- Communicated regularly with online players/users in a friendly and personable manner
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems quickly and efficiently
- Referred unresolved customer grievances to designated departments for further investigation.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Volunteered to help with special projects of varying degrees of complexity.
- Performed wide-ranging administrative, financial and service-related functions.
Customer Service Advisor
Concentrix / BT
01.2020 - 05.2020
- Managed a wide variety of customer service and administrative tasks to resolve customer issues
- Answered product questions with up-to-date knowledge of sales and promotions
- Explained complicated bills and services to customers, some that are tech illiterate
- Retained lots of important pricing information on ever changing prices
- Exceeded quality metrics, recognized by management for achieving a record-level 99% positive client satisfaction rates
- Handled complex problems and worked with customers to improve client retention by 30%
- Expressed compassion and empathy while developing strategic solutions for solving problems and addressing unsatisfactory customer experiences.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
Store Supervisor
Gift Universe UK
07.2019 - 12.2019
- Kept documentation and records accurate and up-to-date with latest data to prevent errors in processing or delivery.
- Supervised associates by providing direction and instruction for stocking shelves, rotating stock, and receiving deliveries.
- Supervised daily operations by directing customer service, inventory and sales operations.
- Maintained customer satisfaction with quick and professional handling of product returns.
- Arranged and organized staff work schedules to guarantee proper coverage for peak business hours.
- Boosted sales by effectively cultivating customer rapport and delivering superior customer service.
- Educated and trained staff to equip with knowledge about products, customer service and store policies.
- Secured building for closing by completing run-through of sales floor, turning off electronic systems and turning on alarms.
Broadcast Producer / SEO and Marketing Specialist
TheNUEL
11.2018 - 08.2019
- Successfully and single-handedly built and launched a student streaming network for Amazon.com/Twitch.tv under their TwitchStudent banner
- Producing live broadcasts that would see an average viewership of around 2000 users
- Being an excitable on-camera talent in larger productions
- Talent scouted over 200 applicants in a very short space of time
- Being the lead interviewer for 130 interviews in one day
- Saw channel growth of successful candidates by varying degrees, the biggest being 1400%
- Set direction, motivate and inspire people to follow the show across the social media landscape
- Served as SEO campaign lead, generating 95% increase in traffic and 150% increase in lead generation
- Created content including Educational, Marketing, social media, etc
- Conducted extensive research to identify content gaps resulting in 89% increase in organic traffic and 50% increase in revenue, with 38% of revenue attributed to organic traffic.
- Executed live productions across multiple platforms.
- Maintained high attention to detail to find and correct problems before hitting air.
- Conducted meetings with staff to discuss production progress and to attain production objectives.
Technical Support Officer
MoGi Group
01.2018 - 11.2018
- Increased customer satisfaction ratings to 98%.
- Tracked KPIs and created continuous improvement plans.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Tested new software and hardware prior to deployment.
- Helped streamline repair processes and update procedures for support action consistency.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Monitored system performance to identify potential issues.
Amazon Student Ambassador
Amazon
08.2016 - 08.2017
- Answered questions from visitors and potential students about university life.
- Interacted with university and prospective students and parents during tours and student visit days, answering questions, and providing insight.
- Collaborated with other departments to promote student engagement.
- Represented university interests and values at various campus events and activities.
- Developed in-depth knowledge of university resources and services and promoted to prospective students.
- Launched numerous events to promote and increase the sales of Amazon Student Prime memberships, featuring; event themes around Amazon Prime shows such as The Grand Tour
Sales Assistant
Genesis Computing
06.2013 - 08.2016
- Helped customers locate products and checked store system for merchandise at other sites.
- Assisted customers with prompt and polite support in-person and via telephone.
- Remained calm and poised in high-stress, dynamic environment to promote service to customers and staff.
- Established rapport with customers using active listening and interpersonal skills.
- Used consultative sales techniques to understand customer needs and recommend relevant products and services.
Education
Bachelor of Arts - Broadcast Media And Marketing
University of Sunderland
Sunderland, United Kingdom07.2019
Bachelor of Science - Information Technology
City of Sunderland College
Sunderland, United Kingdom05.2014
High School Diploma -
Thornhill Secondary School
Sunderland, United Kingdom05.2011
Skills
- Digital Marketing / Branding
- Complex Problem-Solving
- Hardware and Software Solutions
- Sales/ROI Forecasting
- Appointment Scheduling
- Complaint Resolution
- Fast and adaptive learner, especially to technical environments, understanding software and providing technical support
- Data Entry
- CRM Software
- Excellent Communication
- Community Management
- Creative Strategy & Direction
- Proficient with computer systems and MS Office Suite, Adobe Creative Suite, and more…
Certification
- NCFE Level 2 Employability
- OCR Level 2 ICT
- Telecoms Professionals Apprenticeship in Edexcel BTEC Level 3 Diploma I.T (D)
- NCFE Level 2 ICT
Languages
English
Native or Bilingual
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Your time is limited, so don’t waste it living someone else’s life.
Steve Jobs
Timeline
RCC Support
Majorel
07.2023 - Current
Data Quality Admin
Sitel / Sothebys
04.2022 - 05.2023
Customer Service Advisor
WEBHELP UK
05.2021 - 02.2022
Customer Service Advisor
Royal Mail Group
01.2021 - 05.2021
Chat Moderator
Tombola
05.2020 - 12.2020
Customer Service Advisor
Concentrix / BT
01.2020 - 05.2020
Store Supervisor
Gift Universe UK
07.2019 - 12.2019
Broadcast Producer / SEO and Marketing Specialist
TheNUEL
11.2018 - 08.2019
Technical Support Officer
MoGi Group
01.2018 - 11.2018
Amazon Student Ambassador
Amazon
08.2016 - 08.2017
Sales Assistant
Genesis Computing
06.2013 - 08.2016
Bachelor of Arts - Broadcast Media And Marketing
University of Sunderland
Bachelor of Science - Information Technology
City of Sunderland College
High School Diploma -
Thornhill Secondary School
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