Ryan Williams Email & Phone Number

Manchester, Gb

My current role is as Pensions Team manager. I manage a team of 10-15 project administrators based remotely and in office. My team currently deal with teacher pensions cases being first point of contact for any claims raised. My role is to manage the teams KPI’s set by the operation, conduct and absences. My tasks include:• Conducting daily SOP meetings to discuss performance for the previous day.• Analyzing statistical reports to identify trends and improvement opportunities.• Conducting monthly 121 meetings with employees to talk about performance for the previous month. Discussing trends and improvement opportunities, setting new performance and behavioral targets, discuss any absences.• Regular meetings with operations and clients regarding new procedures and distributing comms out to the office.• First point of contact for my team to deal with any system issues, case related queries.• Sickness absence reporting, managing this following HR guidance on sickness absence policies. • Conducting probationary reviews discussing performance, conduct and absences during tenure within the business. Delivering outcomes from the review of pass, extension, or termination. • Conducting mid/end of year reviews. • Conducting disciplinary meetings for any performance/behavioral issues. • Conducting Coaching sessions to help with any case related queries to improve productivity.

Leeds, England, United Kingdom

After less than a year working as a Customer Banking Advisor, I was internally promoted to Team Manager, after several months of internal training and personal skills development. My day-to-day role includes:- Motivating, mentoring and managing a team of 10-15 associates handling connect and dispute related calls in a high volume call centre. - Monitoring productivity, including customer satisfaction, AHT, adherence and resolvent of complaints at first touch. - Analysing call centre statistical reports to identify trends and improvement opportunities. - Hitting and exceeding personal targets, whilst pro-actively seeking opportunities to widen my skill-set.

Leeds, England, United Kingdom

I am the first person that a customer speaks to when ringing the Lloyds Banking Group. I help customers with general enquiries, whilst also handing and resolving customer disputes and complaints. I’ve been proactively looking for ways to increase my skill set, by creating and implementing a progression plan for myself, which has led me to carry out many tasks that a Team Manager would need to do to exceed in their role. These include: • Motivating, mentoring and helping with team correspondence alongside my Team Manager, ranging from 10-15 associates handling connect and dispute related calls in a high volume call centre. • Assisted in monitoring productivity, including customer satisfaction, AHT, adherence and resolvent of complaints at first touch. • Analysed call centre statistical reports to identify trends and improvement opportunities. • Hitting and exceeding personal targets, whilst pro-actively seeking opportunities to widen my skill-set.

Leeds, West Yorkshire, United Kingdom

My role was to inspire and style customers by giving them recommendations on what to buy based on the brands I represent in store. I hit monthly targets for high-end brands, whilst always providing excellent customer service.• My biggest achievement was being named “top seller” in the Harvey Nichols Leeds store, with an £8K sale in a day.

Mansfield

I worked for the company twice, the first time during my studies at college (2014) and the second when I moved to Leeds.• My highlight working in this role was when I receiving the “Fashion Role Model” award for styling and advertising the brand.• I was awarded a CWC incentive for my customer service skills.

Chesterfield, Derbyshire, United Kingdom

I recommended LG products based on the customer’s personal interests and requirements using a consultative sales approach. I gave the customer a positive experience and always ensured they would go home happy with the right product for them.• I continuously hit and exceeded my targets selling high-value items by building rapport, demonstrating products and listening to customer needs.

Mansfield Woodhouse

I have gained customer service skills including direct contact with clients to make their visit to the salon exceptional. In addition to the salons hair and beauty work I carried out general reception duties such as, answering the phones, booking appointments and taking payments.

Annesley

Level 3 Business Administration apprenticeship involving researching and pricing used cars. This involved using an excel formula to generate new selling prices for Pendragon’s used car stock. Tasks included, ringing and contacting dealerships, completing market research, achieving daily targets, working within strict time restraints and general admin duties.

As-Level, Communication And Media Studies, B

Level 2, Art And Design, Merit (B)

Gcse, 7 Gcse'S, A-C