Ryan Thomson
Calgary,Canada
Summary
Experienced in both technical project management and retail leadership, I excel in orchestrating projects, driving sales, and ensuring operational excellence. As a Product Support Specialist and Technical Implementation Manager, I've managed multiple projects, conducted thorough testing, and collaborated cross-functionally to exceed client expectations. In retail leadership roles, I've coached teams to achieve sales targets, implemented effective strategies, and fostered a culture of excellence. Recognized for top performance and results-driven approaches, I bring a proven track record of success to any team or project.
Overview
20
20
years of professional experience
Work History
Product Support Specialist - Team Leader
WhereTo
11.2024 - Current
- Troubleshot and tested client-reported product defects and liaised with quality assurance for deployment of fixes.
- Documented customer interactions and performed troubleshooting in customer relationship management software and case management modules.
- Analyzed and applied technical information from interviews with engineers, operators and suppliers.
- Managed and prioritized multiple projects simultaneously, worked independently and drove results.
- Delivered feedback on troubleshooting guides and contributed to continuous improvement of issue resolution and support processes.
- Captured client feedback and recommended and advocated for product enhancements based on personal expertise and evaluation of customer needs.
- Identified, triaged and escalated issues to internal personnel along with clear outline of problems and technical detail.
- Developed and implemented preventive maintenance procedures.
Technical Implementation Manager
Melon Corporate Traveller
10.2021 - 11.2024
- Managed multiple projects simultaneously, effectively allocating resources, tracking progress, and resolving any implementation issues or roadblocks
- Conducted comprehensive testing and quality assurance procedures to ensure the successful deployment of software systems, meeting or exceeding client expectations
- Collaborated closely with cross-functional teams, including sales, product development, and support, to identify client requirements and develop customized OBT's
- Researched and resolved barriers to successful system functionality, improving support, and issue resolution.
- Oversaw implementation lifecycle processes based on organizational needs, regulatory requirements, and customer demand.
- Pulled from knowledge of technical industry and technological developments to drive IT deployments.
Area Leader - Retail
Flight Centre
07.2017 - 03.2020
- Oversaw and coached a team of retail store managers, providing guidance and support to achieve sales targets, customer service excellence, and operational efficiency
- Developed and implemented comprehensive retail strategies to improve sales performance and drive business growth throughout assigned area
- Conducted regular store visits and audits to ensure compliance with company policies, and safety protocols
- Analyzed market trends and competitor activities to identify new business opportunities and make informed recommendations on pricing, promotions, and product assortment
- Collaborated with cross-functional teams, such as marketing and operations, to execute promotional campaigns, product launches, and store initiatives effectively
Area Leader - Retail
Flight Centre
07.2016 - 06.2017
- Led a team of retail store managers across multiple locations in Saskatchewan and Manitoba, ensuring consistent implementation of company policies and procedures
- Developed and executed strategies to increase sales and profitability in assigned area, resulting in a 10% increase in year-over-year revenue
- Conducted regular performance evaluations for store managers, providing feedback and identifying areas for improvement to drive individual and team growth
- Monitored and analyzed key performance metrics such as sales, customer satisfaction, and inventory levels to identify trends and make data-driven decisions to improve overall business performance
Area Leader - Retail
Flight Centre
06.2015 - 06.2016
- Developed and executed training programs to enhance staff knowledge and productivity, resulting in a 20% decrease in customer complaints
- Utilized strong analytical skills to track and analyze sales data, identifying trends and implementing strategies to drive revenue growth
- Conducted regular store visits and provided coaching to store managers to ensure consistent adherence to company standards and procedures
Skills
- Analytical skills
- Problem solving skills
- Communication skills
- Interpersonal skills
- Leadership skills
- Decision-making capabilities
- Customer needs understanding
- Product delivery
- SLA management
- Web technologies
- Incident management
- Escalation management
Timeline
Product Support Specialist - Team Leader
WhereTo
11.2024 - Current
Technical Implementation Manager
Melon Corporate Traveller
10.2021 - 11.2024
Area Leader - Retail
Flight Centre
07.2017 - 03.2020
Area Leader - Retail
Flight Centre
07.2016 - 06.2017
Area Leader - Retail
Flight Centre
06.2015 - 06.2016
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