Ryan Lorensen
Logan,UT
Summary
Proactive Team Coach with a six-year background in customer service. Proficient in budgeting and reporting procedures. Trained on the Adobe Creative Suite. Outstanding interpersonal and organizational skills. Hardworking video producer and editor with talent for developing creative products. Flexible and hardworking approach to client guidance. Dedicated to developing novel tactics for team-wide success.
Overview
4
4
years of professional experience
Work History
Team Coach
Discover Bank, Member FDIC
Salt Lake City, UT
04.2020 - Current
- Delivered constructive call process feedback.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Developed training materials for new hires on how to handle different types of calls effectively.
- Ensured compliance with relevant laws, regulations and policies related to customer service operations.
- Developed and maintained a team of call center representatives to meet performance standards.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Coordinated with various company teams to offer and implement successful solutions to customer problems.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Analyzed business performance data and forecasted business results for upper management.
- Completed day-to-day duties accurately and efficiently.
- Collaborated with others to discuss new opportunities.
- Planned and completed group projects, working smoothly with others.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Education
Bachelor of Science - Journalism, Broadcast
Utah State University
Logan, UTSkills
- Staff Development
- Proficient in Adobe Premiere Pro
- Team Motivation
- Verbal and Written Communication
- Performance Improvements
- Media Relations
- Strategic Thinker
Timeline
Team Coach
Discover Bank, Member FDIC
04.2020 - Current
Bachelor of Science - Journalism, Broadcast
Utah State University
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