Ryan Bond Email & Phone Number

Toronto, On, Ca

Greater Toronto Area, Canada

Professional ExperienceOperational Excellence LeaderRetail Hub Management:Spearheaded operational excellence across multiple retail hub locations, creating a dynamic sales environment that consistently surpassed targets and elevated the customer experience.Strategic Leadership:Led a high-performing team to set and exceed sales objectives, fostering a culture of continuous improvement through personalized coaching and development initiatives.Innovative Operations Management:Managed employee scheduling and coordination to ensure seamless operations and unparalleled customer service, maximizing workforce flexibility to adapt to evolving market demands.Product Distribution and Community Engagement:Pioneered the distribution of preferred products within the network, cultivating strategic partnerships, and orchestrating engaging community events to drive brand loyalty and customer engagement.Pandemic Leadership:Exemplified exceptional leadership by heading the National Customer Retention Team during the pandemic, ensuring every client received unparalleled care and support during unprecedented times.Industry Innovation:Drove market disruption by launching Flight Centre Corporate Benefits, a groundbreaking leisure pillar that revolutionized the industry with exclusive leisure benefits for corporate clients, setting new standards for client-centric service delivery and redefining industry benchmarks.

Toronto, Canada Area

A Network Manager (NM) is responsible for growing travel sales (TTV) and customer numbers within a defined network of sales consultants and their customers. The Network is centeredaround a single retail Hub location. The NM has responsibility for a diverse group of travel consultants that will include - those who work from The Network Hub part and full time, those that work remotely and those that work from both the Hub location and remotely along with supporting a select group of Independent Contractors that are a part of Independent by Flight Centre.**Outstanding Achievement Award Winner 2020**With the support of our executive team, I Impliented, led and organized our national Customer Retention Team through the Covid-19 pandemic.

Toronto, Canada Area

Cards Services, Customer Acquisition and Retention Excellence.As a People Leader within the Retail Customer Acquisitions and Retention Excellence Team (CARE), I led a team of 15 - 20 Customer Sales Reps working towards a shared goal - delivering an exceptional client experience. Sales representatives were responsible for contacting customers with the goal of selling, cross-selling and up-selling CIBC products as well as retaining and growing the client base. This is a Call Centre environment that leverages a variety of reporting and systems. As a people leader, I also hired, developed, and coached teams, inspiring them to perform at their best. I would think and act like an owner by helping clients and team members succeed, I found ways to reduce net credit loss, improved productivity, led daily huddles, and coached to influence results within a metrics-driven environment. I was responsible for supervising and monitoring daily operations, and developing and implementing strategies that enhanced department productivity to achieve improved client satisfaction results. I followed and established policies to analyse quality monitoring results to ensure operational standards in compliance with regulatory requirements and policies. I executed well defined procedures in leading client satisfaction initiatives that established enhanced services or technologies, ensuring accurate transaction processes and compliance. I proactively worked to conduct presentations to communicate team achievements and implemented change initiatives.

Toronto, Canada Area

Defined Contributions & Health and Welfare. US Division.Supervised a team of 15-20 customer service associates in a call-centre environment, while managing the client relationship with Pfizer.• Promoted teamwork and responsiveness of individuals in their areas of responsibility through daily support and coaching. Developed and implemented incentives for associates which resulted in a 5% increase in positive customer surveys.• Reviewed and analyzed statistical reporting for trends and training requirements in order to ensure associate productivity and accuracy. • Held regularly scheduled one-on-one coaching sessions with each associate to assist in development and career planning. Conducted performance evaluations and salary reviews for team members. • Initiated weekly meetings with internal Pfizer operations team in order to conduct needs analysis, redefine and adapt policies and procedures and to ensure that consistent and client focused information was communicated to associates. • Proposed changes to procedures, policies and training methods that allowed associates to take ownership and handle complicated customer issues at first point of contact.• Fostered relationships with key stakeholders by presenting progress and status reports directly to Pfizer and hosted Pfizer visits to the site.• Key member on hiring committee for 50-100 associate and supervisor positions. • Subject matter expert on committee for New Hire Redesign project which improved training material and testing for newly hired customer service associates.

Toronto, Canada Area

Building and maintaining profitable relationships with key customers.Overseeing the relationship with customers handled by our customer service team.Resolving customer complaints quickly and efficiently.Keeping customers updated on the latest products in order to increase sales.Meeting with managers in the organization to plan strategically and educate teams on customer service trends.Expanding the customer base by upselling and cross-selling.Understanding key customer individual needs and addressing these.Handling second and third tier client escalations sent to the office of the president.

Korean Language And Literature

Activities and Societies: Cultural language exchange group.

Education record