Ryan McKay
Tampa,FL
Summary
Experienced in various customer service roles, including in-person and call center settings. Skilled in management, training, and personnel development. Committed to delivering high levels of professionalism and service excellence.
Overview
17
17
years of professional experience
Work History
Internet Technical Support Representative
Spectrum
St Petersburg, FL
03.2022 - Current
- Configured hardware devices and software settings to optimize network performance.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Demonstrated self-reliance by meeting and exceeding workflow needs.
- Earned privilege of working remotely in November 2022 by meeting and exceeding monthly company performance metrics.
Supervisor
Suncoast Credit Union
Tampa, Florida
07.2015 - 04.2019
- Assisted members with a multitude of financial inquiries and concerns
- Assessed inbound calls to determine need for member to be assisted by another workgroup
- Participated in the Phone Buddy program where new hires and Credit Union 360 participants were able to shadow and listen to inbound calls of the Credit Union
- Was promoted to supervisor in March 2017 where I was responsible for a team of 12 advocates to ensure daily productivity, attendance, adherence and compliance.
Customer Service Representative
Hillsborough County Government
06.2012 - 01.2015
- Received inbound calls in call center assisting customers in range of functions from paymentsand balance inquiries to starting new water service
- De-escalated calls from irate customers concerning their water bill
- Transitioned to the Information and Service Center where I took calls regarding various citizen concerns such as flooding, street conditions, malfunctioning traffic signals, and animal services
- Was responsible for researching and responding to customer emails via the Hillsborough county website as the authorized county response to their inquiries.
Inside Sales Representative
Coca Cola Refreshments
Tampa, Florida
03.2012 - 06.2012
- Made outbound calls to businesses to obtain their beverage order for a set interval
- Up-sold based on products not expressed by customer during order and helped obtain largermarket share by selling in new products customer has not purchased in the past
- Assisted on inbound calls for customers needing guidance with a range of issues includingfountain or vending machines not working or needing to place a beverage order.
Customer Service Representative
Alltel Wireless/Verizon Wireless
06.2008 - 10.2011
- Assisted callers with questions regarding monthly statement
- Was responsible for upselling of product and services such as text plans
- Handled call escalations when direct supervisor was not available.
Education
High School Diploma -
Hillsborough High School
Skills
- Microsoft office
- Call center
- Customer care
- Training
- Management
- Customer service
- Remote Technical Assistance
Timeline
Internet Technical Support Representative
Spectrum
03.2022 - Current
Supervisor
Suncoast Credit Union
07.2015 - 04.2019
Customer Service Representative
Hillsborough County Government
06.2012 - 01.2015
Inside Sales Representative
Coca Cola Refreshments
03.2012 - 06.2012
Customer Service Representative
Alltel Wireless/Verizon Wireless
06.2008 - 10.2011
High School Diploma -
Hillsborough High School