Ryan Fisk Email and Phone Number

Key responsibilities: Client relationship management. Needs/gap analysis. XML, HTML and CSS development. Some JS development (basic). Documentation and requirements gathering. Third-level technical support. Assigned as interim team leader of Solution Engineers.

Supporting clinical clients (e.g., medical practices, clinics, occupational health providers) with the Meddbase application. Building ongoing professional relationships by providing ongoing client education and training. Client-side implementations and technical support. Notable achievements were an internal promotion to Solutions Engineer.

Responsible for research, facilitation, design, development and continuous improvement of the overall customer experience across Spark's prepaid mobile portfolio. Notable achievements were reimagining Spark's prepaid mobile join journey using human-centred design principles (a first for Spark).

Responsible for a team of 16 direct reports accountable for Skinny's digital support channels. KPI reporting, recruitment, coaching, training and ongoing professional support and development of staff. Notable achievements were serving as customer experience lead for the successful roll-out of Skinny's CRM platform upgrade. Our team was also awarded consecutive Canstar, Consumer and Reader's Digest accolades through 2015 – 2017 for people's choice, quality service, and most satisfied customers.

Responsible for providing tier two support for mobile & broadband, documenting processes, process improvement, escalation handling, advanced troubleshooting, fraud prevention, provisioning, mentoring and coaching. Experience working across several successful new product launches as a subject matter expert within cross-functional teams.

Responsible for providing account and technical support for Skinny mobile and broadband customers through phone and digital channels. Notable achievements were an internal promotion to Product Support.

Responsible for customer retention, reporting and exit processes for wireless and fixed-line broadband customers working closely with Sales, Customer Care, and Marketing to improve onboarding, in-life, and at-risk strategies to drive customer retention.

Responsible for providing account and technical support for Woosh wireless and fixed-line broadband customers through phone and digital channels. Notable achievements were an internal promotion to Retention Specialist.