Ryan Bryce
Las Cruces,NM
Summary
I would describe myself as a knowledgeable and dedicated customer service professional with extensive experience in the Tech and Customer Service industries. I'm a solid team player with a well-rounded demeanor and proven skills in establishing rapport with clients and adapting to different situations and scenarios to best assist them. I am looking to find a company that is as passionate about their employees as I am about their customers. I think we could make a great team! With over 10 years of experience in the customer service field I am ready to put a polished set of skills to use to continue and do what I do best - helping people!
Thank you for your interest in my application!
Overview
12
12
years of professional experience
Work History
Chat Support Specialist
Kelly Services
04.2021 - Current
- As a chat support advisor for Apple I had the opportunity to experience a new perspective on customer service which had previously only been on phone support.
- Had to be mindful about time management and multitasking to respond to multiple customers at a time (typically 3-5 concurrent customers).
- Working remotely I was expected to maintain a safe and professional working environment in my home free of distractions and any potential security violations. I maintained my own office, equipment, internet, etc.
- With minimal supervision from management I was expected to find a solution independently of any assistance from support teams throughout all of my shifts. Just me and the customers, and up to me to figure things out!
- I maintained a consistently excellent metric spread (with a primary focus on customer satisfaction scores through surveys). This focus on excellent customer service kept me within the top 10 percentile of the company.
Delivery Driver
Domino's Pizza
03.2019 - 04.2021
- Completed on-time deliveries by choosing best and most efficient routes.
- Read maps and used GPS as well as company provided equipment/apps to make deliveries.
- Maintained upbeat, positive attitude in busy, customer-focused environment.
- Worked scheduled hours as required and took on available shifts during holidays and busy periods.
Customer Service/Sales Representative/Sales Floor Supervisor
Concentrix (formally Convergys)
04.2016 - 03.2019
- Provided technical and billing support for AT&T and utilized promotional and bundle offers to sell DirecTV packages as a hybrid customer service/sales representative.
- Met and exceeded company defined sales goals and other service metrics.
- Helped to train and support other coworkers with their own goals within the company.
- Site director utilized my skillset to floorwalk and answer questions for the entire sales floor.
Customer Support Manager
Volt Workforce Solutions
06.2014 - 04.2016
- Worked as an iOS, Mac, and Media Services support specialist to help customers resolve technical or hardware issues on their Apple devices or billing inquiries related to service requests, pre or post sales, in-app purchases, etc.
- Configured hardware, devices, and software to help troubleshoot issues with varying complexity.
- Took escalated calls as a senior advisor with access to a higher level of resources and support systems to help with more complicated issues as needed.
- Would follow-up with customers via email or outbound calls as needed when working with our software engineering team on technical support tickets.
Lead Manager
Dunkin Donuts
04.2013 - 04.2014
- As one of the first lead managers hired for this location I played an important role in the opening of a new fast food franchise for our area. I was in morning shift where all the action was!
- The store would frequently average $30,000-$50,000 in daily sales. As a manager I had to constantly adapt and effectively lead our employees to handle the high sales volume.
- Was held liable for large amounts of paperwork involving sales statistics, inventory, profit logs and other critical store metrics.
- Helped to develop schedules according to customer traffic and employee availability.
- Trained in Microsoft Word, Outlook, Excel, and various other work oriented software.
Education
Some College (No Degree) - Aerospace Engineering, Engineering Physics
01-2014
- Qualified for several scholarships based on academic achievement in high school.
- Incomplete degree at around 90 credit hours earned, I have plans to return later and work on a degree that is more relevant to my personal interests and current skillset.
- Participated in various clubs oriented around Aerospace Engineering, Mechanical Engineering, and Astronomy.
- GPA: 3.5
High School Diploma -
01.2012
- Various AP credits were earned as well as a few AP exams with high scores.
- ACT composite score of 32 with a 33 in English, 31 in Writing, and a 33 in Science
- GPA: 4.0
- Graduated from high school in the top 10 percentile of my class.
Skills
- Computer and software proficiency
- Adaptable to new concepts and ideas
- Typing speed of 90 WPM
- Passion for helping people
- Effective at building professional rapport
- Time management and multitasking
- Emotional understanding and ability to show empathy
- Logical reasoning to solve problems
- Understanding of different communication styles
- Able to establish and follow a troubleshooting framework to determine best path of resolution
- Able to teach and guide people so they can feel empowered to solve their own issues
- Experience in diffusing and de-escalating frustrating or upsetting situations
Hobbies and About Me
- I am a proud father of a 9 year old daughter whom I love very much. She is a big part of why I continue to motivate myself to reach for new opportunities and continue growing in life and spirit. The main thing that drives me in life is to try and provide her with a good life and that mindset has helped to get me through some challenging times.
- I love playing video games in my free time, since I am big on tech of course I have my own gaming PC and a multi-monitor gaming set up! Some of my favorite games were Fallout New Vegas, Skyrim, and Halo - only to name a few!
- As a homeowner I am always finding small home improvement projects around the house and over the last few years I have picked up all sorts of small skills like furniture assembly, installing wall mounts for TVs, installing a new gas-range stove or garbage disposal, repairing damaged drywall, etc. I enjoy the challenge and opportunity to learn something new.
- I love living in the desert out in New Mexico, the mountains and hiking around here is beautiful! One of my lifelong goals is to have a small bus or RV that I could use for camping and to travel and experience more of a nomadic lifestyle.
- I've recently found a love for cooking and I've been learning how to prepare healthy meals made from simple ingredients to try and live a healthier lifestyle. It's an amazing feeling to serve food that tastes just as good or better than the restaurant that you prepped and cooked from scratch. Not the biggest fan of the dishes, but that's life!
Timeline
Chat Support Specialist - Kelly Services
04.2021 - Current
Delivery Driver - Domino's Pizza
03.2019 - 04.2021
Customer Service/Sales Representative/Sales Floor Supervisor - Concentrix (formally Convergys)
04.2016 - 03.2019
Customer Support Manager - Volt Workforce Solutions
06.2014 - 04.2016
Lead Manager - Dunkin Donuts
04.2013 - 04.2014
New Mexico State University - Some College (No Degree), Aerospace Engineering, Engineering Physics
Las Cruces High School - High School Diploma,
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