Ryan Mcgowan Email & Phone Number

London, Gb

• Conduct in-depth analysis of customer interactions and feedback, utilising tools such as Salesforce and LivePerson.• Generate and present regular reports to the senior leadership team, providing insights into customer behaviours, preferences, and pain points.• Demonstrated a robust understanding of LivePerson, showcasing adept skills in system administration and development this includes building bespoke dashboards within LivePerson to gather actionable insights, enhancing visibility and decision-making processes• Create comprehensive customer journey maps for both new and existing processes and offerings, providing a visual representation of end-to-end customer experiences to enable a deeper understanding from the customer perspective, identifying pain points ensuring a focused approach to improving the overall customer journey.• Gained admin experience in digital platforms including Liveperson, Verint and Salesforce

Leeds, England, United Kingdom

• Engaged with key stakeholders to provide proactive recommendations for time and cost saving improvements• Collaborated with different areas of the business to identify problems to then find and implement solutions that benefit the customer’s journey • Accurately analysed real time data to ensure up to date intraday forecasts are optimised and the appropriate actions were taken• Mentored and Trained new members of staff, sharing knowledge and experience to ensure best practice

Leeds, England, United Kingdom

• Ensured optimal delivery of daily, weekly, and monthly telephony performance for service levels and abandonment rates in accordance with brand contractual agreements• Compiled, analysed, and evaluated qualitative and quantitative data to aid an understanding of performance shortfalls and improvement opportunities across multiple channels • Presented findings and strategies to senior stakeholders and operational managers • implemented new processes within the department ensuring the highest standards were achieved• Collaborated with multiple areas of the business to support the roll-out of new technologies • Built solid relationships with key stakeholders and colleagues within all levels of the business

• Ensured incoming telephone calls and correspondence with customers queries, requests and complaints were resolved according to key targets and company procedures• Assessed customers’ requirements and preferences, provided accurate information and advice. Utilized available resources to research information and find creative solutions to customers problems• Collaborated with other departments, where required, to ensure issues were resolved as well as escalating calls to relevant departments when required • Consistently exceeded personal key performance indicators and individual targets

• Applied excellent communication and relationship building skills to assist customers with any needs ensuring a high level of customer service was provided• Always employed a professional and courteous manner • Worked closely with senior management as store transformer to identify problems and development opportunities within the store and provide feedback based on our experiences working for the company