Ryan Corrigan Email & Phone Number

Frome, GB

Bath, Somerset, GB

Helping shape, implement and coordinate Wessex Waters operational customer communications strategy. Proactively keeping customers informed while keeping the overall customer experience at the forefront of the service we provide. Working on several projects to enhance or replace elements of the customer journey that don’t meet the current or future.

Bath, Somerset, GB

• Managing the Operational Contact Centre across all channels (phone, email, written, live chat, social media). Key Skills
• Delivering industry leading customer service
• Forming strategies to engage with customers
• Customer Journey mapping and improvement implementation
• Managing the Trustpilot reviews process
• Root cause analysis of complaints and low scoring reviews

Bristol, GB

• Heading up Bristol Sports Customer Services department across all of the businesses brands (Bristol City Football Club, Bristol Bears Rugby, Bristol Flyers Basketball, Aston Gate stadium). Key Skills
• Root cause and trend analysis
• Effective management of the customer service team to reduce complaints and improve customer experience.
• Escalated complaint resolution.
• People development and performance management.
• Working with internal stakeholders to create and implement sales strategies.

GB

Bristol, England, GB

• The Operations Manager of a busy correspondence function dealing with different enquiry types for all aspects of Computershare’s employee share plan business. Key Skills
• Leading, developing & engaging large multi-site teams to create high performance and ensure effective allocation of resource.
• The escalation point for complex customer problems.
• Managing the effective processing of a variety of customer records and transactions ensuring accuracy, SLA’s, regulatory and data protection requirements are adhered to.
• Providing expert advice in field of specialism to internal and external stakeholders on a range of topics.
• Contributing to the delivery of the strategy for the Employee Plans Operations and providing insight to the areas managed.

Bristol, England, GB

• The Complaints Manager of a multi-faceted complaints team dealing with different regulatory jurisdictions and financial service products. Key Skills
• Producing monthly Root Cause Analysis reporting and providing trend analysis to the complaints DISP forum and the senior management team.
• Suggesting improvements including procedural change to the business based on complaint trends highlighted in the complaints MI.
• Implementation of all FCA policy change and any internal procedural/system changes that may be required.
• FCA complaint reporting and submission.
• Spanish regulatory reporting.

Melbourne, Victoria, AU

• QA Coach in a dynamic team which constantly adapted to be able to monitor the quality of all of the different types of correspondence being sent to shareholders and share plan participants across the globe. Key Skills
• Assessed that outbound correspondence was sent answering all questions asked, that all of the information was accurate and that the spelling and grammar was correct.
• Spotted errors trends and reported them to the relevant managers.
• Completed all the necessary compliance breach logs if any breaches had been identified.
• Coached agents when feedback is required.