Ryan Evans Miol Email & Phone Number

Wardle, Gb

Manchester Area, United Kingdom

Manchester, England, United Kingdom

As a Customer Operations Manager at KeolisAmey Metrolink (KAM), I have the unique opportunity to provide excellent customer care while maximising revenue generation. Collaborating closely with the Head of Customer Operations and the Customer Service Team Leaders and Representatives, I am dedicated to delivering operational targets and high standards of customer service.In this role, I am a visible leader, focused on managing teams to achieve excellence in customer service and revenue protection. I am responsible for leading and performance monitoring of the Operational Teams, ensuring they are equipped to deliver optimal results. This involves managing, coaching, and developing team members, providing day-to-day support and guidance, and ensuring high standards and KPIs are consistently met.Key responsibilities include: • Managing, coaching, and developing teams to enhance revenue protection and customer service. • Providing support and guidance to achieve high standards and KPIs. • Building effective relationships with Trade Unions. • Conducting risk assessment and compliance activities in line with safety standards. • Ensuring clear communication and support mechanisms within the team. • Fostering a positive and supportive atmosphere that encourages teamwork and cooperation.With professional knowledge and expertise in leading teams and delivering service level KPIs, I bring a proven record of driving operational performance. My experience in a unionised and highly regulated industry, along with a relevant customer service background, enables me to implement best practices in investigations and continuous improvement activities.

Manchester Area, United Kingdom

In my role as a Customer Network Manager, I lead and coach the staff of the customer contact centre, ensuring exceptional customer service and efficient resolution of complaints within service level agreements. I excel in providing real-time travel information to passengers through diverse channels like social media, website updates, public address announcements, and digital displays at stops. I also deliver insightful reports to stakeholders and the wider business, highlighting the network’s daily performance.In recognition of my commitment to safety, I was elected as the Health and Safety representative for the Network Management Centre in 2021. In this role, I diligently conduct risk assessments, address employee concerns, perform workplace inspections, review safety documentation, and actively participate in safety committee meetings. By ensuring a safe and suitable work environment, I foster a culture of well-being and contribute to the overall success of the organisation.

Manchester, United Kingdom

Stockport, United Kingdom

Key roles / responsibilities:Overachieved order/sales targets, supporting the business to achieve itsstrategic plan for profitable and sustainable growth in recurring sales and newbusiness.Managed the entire sales process to ensure delivery against key performancemetrics, with a strong emphasis on new business sales while expanding keyaccounts.Developed a successful sales pipeline through a combination of cold calling,email campaigns and client referrals.Developed loyal relationships with key-decision makes and influencers withintarget markets.

Bury

Working as a sales and collections manager overseeing a team of 10 collections agents. Ensuring weekly and monthly KPI's are being met by all members of the team, addressing any performance that fell short of agreed objectives, approving credit applications and ensuring all documentation was compliant and correct.