Summary
Overview
Work History
Education
Skills
Affiliations
Languages
Certification
References
Timeline
Generic

Ryan Drake

New Westminster,BC

Summary

Account Manager at Novus Entertainment Inc, skilled in improving customer satisfaction and driving growth through strategic relationship management and CRM expertise. Proven track record in resolving complex customer issues and implementing training programs that enhance employee retention. Committed to delivering exceptional service and promoting a collaborative team environment.

Overview

21
21
years of professional experience
1
1
Certification

Work History

SMB Account Manager

Novus Entertainment Inc
Vancouver, British Columbia
07.2023 - 05.2025
  • I successfully developed and maintained relationships with our clients to ensure they were completely satisfied with the services provided.
  • I conducted market research and then reported on the results with a focus on the competitors. Supported sales team members to drive growth and development.
  • Utilized CRM tools such as Salesforce to manage contacts, leads, opportunities, and pipeline activity. Grew existing accounts through cross-selling additional products or services.
  • I attended trade shows, conferences and other events related to the company's offerings.

CS Supervisor

Novus Entertainment Inc
Vancouver, British Columbia
01.2004 - 07.2023
  • Investigated sensitive customer service complaints, promptly delivered resolutions, and ensured that all clients were left satisfied.
  • Developed and implemented departmental policies and procedures.
  • Conducted staff interviews, hiring, and training to achieve company goals.
  • Responded to phone and online customer service requests with a swift turnaround time to improve customer satisfaction ratings.
  • Maintained comprehensive knowledge of Novus Entertainment’s products and services to facilitate rapid response to customer complaints and concerns.
  • Assisted staff with resolving complex customer issues and implementing targeted solutions.
  • Delegated work to staff, setting priorities, and goals.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Coordinated with other supervisors, combining group efforts to achieve goals.
  • Coordinated with other departments on projects and initiatives.
  • Conducted performance reviews for each member of the team.
  • Assessed team member performances by providing one-on-one coaching to improve service.
  • Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
  • Monitored phone calls to provide feedback and coaching to enhance the quality of service provided..
  • Evaluated employee job performance and motivated staff to improve productivity..
  • Provided day-to-day leadership to cultivate environment that exemplified company values.

Education

High School Diploma -

New Westminster Secondary School
New Westminster, BC
06-1995

Some College (No Degree) - Social Work

Canadore College of Applied Arts And Technology
North Bay, None

Skills

  • Customer relationship management
  • CRM proficiency
  • Customer satisfaction management
  • Performance evaluations
  • Customer complaint resolution
  • Effective communication
  • Attention to detail
  • Training development
  • Rapport and relationship building
  • Employee retention

Affiliations

  • Reading
  • Travelling
  • Cooking
  • Hockey

Languages

English
Native/ Bilingual

Certification

  • Level 1 First Aid Certificate

References

References available upon request.

Timeline

SMB Account Manager

Novus Entertainment Inc
07.2023 - 05.2025

CS Supervisor

Novus Entertainment Inc
01.2004 - 07.2023

High School Diploma -

New Westminster Secondary School

Some College (No Degree) - Social Work

Canadore College of Applied Arts And Technology

Similar Profiles

CREATE PROFILE
Ryan Drake