Ryan Banks
Sacramento,CA
Overview
10
10
years of professional experience
Work History
Call Center Supervisor
Delta Dental of California
Sacramento, NM
02.2023 - Current
- Developed and implemented customer service policies and procedures.
- Provided guidance, training, coaching and mentoring to call center team members.
- Monitored calls for quality assurance purposes.
- Conducted performance reviews of call center staff and documented results.
- Implemented strategies to improve customer satisfaction levels.
- Resolved escalated customer complaints in a timely manner.
- Assigned tasks to agents based on their skillset and availability.
- Maintained accurate records of all customer interactions using the company's CRM system.
- Managed staff scheduling to ensure adequate coverage during peak hours.
- Participated in hiring interviews and selection process for new team members.
- Documented changes made within the department as part of continuous improvement efforts.
General Manager
London
Sacramento, CA
08.2021 - 12.2023
- Managing all aspects of the venue such as profitable sales, adhering to liquor license stipulations, and creating a safe and inviting environment
- Hiring and training bar staff and security personnel
- Forecasting, budgeting, competitor checks and maintaining gross profit
- Ordering and managing incoming stock and replenishment on a weekly basis
- Managing the security team including ensuring all equipment is up to date and inline with regulations
- Regular checks to ensure all Door Supervisors are working under SIA regulations, including having badges visually displayed
- Maintaining all elements of Health and Safety codes
- Booking events and liaising with DJs and bands for entertainment
- Ability to further improve and build on current business
- Responsible for talent assessment & acquisition
- Proficient in advanced Boolean Searches
Call Center Supervisor
CGI Communications, Inc
Sacramento, CA
10.2021 - 01.2023
- Managing the workflow of the employees, creating team schedules, and delegating tasks
- Ensuring that business goals, deadlines and performance standards are met
- Proficient in using applications like Nice and inContact to forecast and manage call center work flow
- Responsible for recruiting, onboarding and training new associates
- Familiar with ATS & diverse recruiting softwares
- Streamlined and automated internal processes to improve overall workflows.
- Developed quality assurance standards and established targets for all staff.
- Facilitated coaching sessions with CSRs to realign productivity goals.
- Met call center financial objectives by estimating requirements and preparing annual budgets.
Remote Supervisor
Faneuil
Sacramento, CA
05.2020 - 09.2021
- Utilizes performance management information to supervise, coordinate and schedule the activities of leads and customer service representatives in assisting the manager with the achievement of the designated key performance indicators
- Monitors service calls to observe employee demeanor, technical accuracy and conformity to company policies
- Provides communication and follow up to ensure representatives are fully informed of all new information related to products, procedures, customer needs and company related issues, changes or actions
- Track and measure individual and team productivity and quality results
- Responsible for human resource administration including training, evaluations, coaching, mentoring, recommending promotions, and corrective actions
- Reviews, approves and maintains time sheets
- Talent acquisition and management
- Human resource management and paperwork
- Staff development and coaching throughout the department
- Conducted exit interviews and completed employment termination paperwork.
- Advertised and promoted open positions using social media and digital marketing procedures.
Brand Manager
Stanton optical
Sacramento, CA
01.2017 - 03.2020
- Tasked with leading the execution of the national launch of the brand; exceeding the annual business allocated goals
- Managed the brand marketing budget including planning and execution
- Led a cross-agency team in the execution of mass and digital advertising and proactive marketing
- Partnered closely with sales management to plan and execute new retail programs
- Interviewed job applicants to obtain information on work history, education, and job skills
- Developed and implemented recruiting strategies to meet current or anticipated staffing needs
Manager & District Talent Acquisition Coordinator
G Wireless Verizon Premium Retailer
Sacramento, CA
04.2014 - 01.2017
- Successful at providing above excellent first-rate customer service to all walk-in and telephone clientele
- Responsible for diligently relaying detailed information to in-store staff and supervisor while maintaining the company's punctuality and professionalism standards
- Liable for distributing, receiving and transferring merchandise to associated stores
- Accountable for daily merchandise research, analysis, sorting, distribution, retrieval and management
- Demonstrated experience with project planning, event set-up & execution and merchandise presentation
- Managed the ongoing recruiting, onboarding and staffing needs of the business
- Responsible for daily tasks, training new hires, and coaching associates to reach their highest potential
- Ensure all metrics are met to drive profitability in the business.
Education
Bachelor's in Business -
California State University
01.2006
West High School
06.2004
Skills
- Research and Analysis
- Documentation and Recordkeeping
- Office Management
- Multitasking and Prioritization
- Team Management and Supervision
- Report Preparation and Analysis
- Budget Management
- Onboarding
- Performance Management
- Customer Service
- Remote Work Coordination
- Applicant Sourcing
- Recruiting and Sourcing
- Lead Generation and Prospecting
- Background Checks
- Candidate Sourcing
Timeline
Call Center Supervisor
Delta Dental of California
02.2023 - Current
Call Center Supervisor
CGI Communications, Inc
10.2021 - 01.2023
General Manager
London
08.2021 - 12.2023
Remote Supervisor
Faneuil
05.2020 - 09.2021
Brand Manager
Stanton optical
01.2017 - 03.2020
Manager & District Talent Acquisition Coordinator
G Wireless Verizon Premium Retailer
04.2014 - 01.2017
Bachelor's in Business -
California State University
West High School
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