Ryan Large Email & Phone Number

Columbus, Ohio Metropolitan Area

In my role at Aetna, I play a vital role in supporting customer service representatives (CSR) who handle challenging calls related to Medicare Advantage plans. I provide guidance and mentorship to CSR's, offering advice and assistance to navigate difficult situations effectively. As part of my responsibilities, I conduct training sessions to equip CSR's with de-escalation techniques, problem-solving skills, and the ability to foster satisfactory solutions for customers. Additionally, I step in to handle escalated calls when CSR's encounter situations beyond their scope of resolution. I actively contribute to enhancing training materials by providing valuable feedback. Working closely with the operations team, I closely monitor key performance indicator (KPI) metrics and customer satisfaction levels, providing constructive feedback and insights to ensure continuous improvement in service delivery.

United States

Grove City, Ohio, United States

In my role as a Operations Lead at Support Services Group (Formerly HKT Teleservices), I effectively lead and inspire a team of 16 customer experience agents, cultivating a high-performing and motivated work environment. By focusing on key performance indicators, I consistently surpass our clients' expectations, delivering exceptional service. I work closely with both my team and the operations department, ensuring that the needs of our clients are met while prioritizing the well-being and satisfaction of our employees. Through strategic resource allocation and workflow coordination, I optimize efficiency, resulting in improved customer satisfaction and increased retention. Additionally, I actively identify opportunities for process enhancements and implement innovative solutions to continually enhance the overall quality of our service.

Work From Home

Grove City, Ohio, United States

Dedicated Team Coordinator at Airbnb, committed to cultivating a welcoming environment where everyone feels valued. Trusted to provide guidance to CSR's by promptly addressing their inquiries and adeptly handling supervisor calls to resolve intricate member issues. Proficient in resolving disputes, consistently ensuring equitable outcomes for all parties involved.

Columbus, Ohio, United States

During my tenure as an Office Administrator at Cardinal Lawns, I thrived in a fast-paced office environment, where I efficiently handled various daily administrative tasks. I showcased my expertise by successfully collecting delinquent accounts using the SpitFire dialer system. Additionally, I adeptly managed incoming office calls, delivering exceptional customer service while addressing inquiries. I played a vital role in maintaining accurate and up-to-date records through precise production data entry. Furthermore, I actively supported employee training programs, contributing to the onboarding and development of team members.

Columbus, Ohio, United States

Sales specialist for Cardinal Lawns & Pest control.