Ryan Thompson
Administrative Professional
Hudson,NH
Summary
Highly organized and detail-oriented professional with strong work ethic and dedication to achieving goals. Skilled at developing and maintaining documentation systems, managing calendars and preparing reports. Knowledgeable in project management principles, business processes and customer service best practices.
Overview
18
18
years of professional experience
Work History
Brokerage Administrative Support
Recycling Associates
01.2023 - Current
- Entered data, generated reports, and produced tracking documents.
- Improved team productivity with regular communication and progress updates, fostering a collaborative work environment.
- Managed project timelines for successful completion, ensuring milestones were met and deadlines were adhered to.
- Collaborated with department heads to develop strategic plans aligning with overall company objectives, fostering a unified approach toward shared goals.
- Point person for the lifecycle of 100+ monthly brokerage deliveries, requiring strong attention-to-detail, and 1000+ points of contact.
- Created and improved existing SOPs by generating training and support materials, with a focus on producing accurate and efficient results.
- Responsible for the timely and accurate reporting of billing-sensitive information for the full client list of the brokerage department.
- Rigorously safeguarding the confidentiality of client and company through written and verbal communication.
- Enhanced customer satisfaction by responding promptly to inquiries and addressing concerns professionally.
Customer Service Manager
EZ Test Pool Supplies
05.2020 - 11.2022
- Resolved daily issues by handling invoice discrepancies, replacements for rejected materials and missed and late deliveries.
- Maintained internal inventory of supplies and equipment.
- Utilized procurement tools to manage quote process, invoicing, order entry and receiving.
- Maintained effective and lasting vendor relationships through dynamic communication, collaboration and intelligent questioning skills.
- Supervised employees and assessed performances to determine training needs and define plans for increasing productivity and efficiency; reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Primary contact for team communications and employee onboarding; trained associates on performance-oriented strategies and customer service techniques.
- Managed time-sensitive return/refund process with direct impact on company performance and success
- Managed heavy volume of time-sensitive in-bound phone calls, on-line chat, and emails
Technical Support Specialist
Jabra
04.2018 - 07.2019
- Supported consumer and business Bluetooth devices; headsets that connect to mobile devices, PCs, laptops, and Macs
- Heavy in-bound calls and emails; dozens of VIP/premiere clients that received 24/5 support
- Suggested software and hardware modifications to reduce lag time and improve overall speed.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Triaged device issues remotely for domestic and international clients; often used third party, over-the-phone translation services when working with customers throughout Asia, Europe, and Australia and New Zealand
- Managed procurement requests and acted as point-person for customers on logistics, hardware and software needs.
- Promoted superior customer experiences by leveraging understanding of color, trends, styles, benefits and product value perception.
- Oversaw logistics for incoming replacement parts and outgoing shipments of defective components.
Business Services Support Professional
Comcast Business Services
01.2011 - 01.2017
- Supported technical and billing support for small-to-medium businesses throughout Northeast US supporting internet, phone and television services, triaging and diagnosing time-sensitive technical and billing issues
- Routinely met or exceed performance requirements as Retention Agent; worked to retain business accounts with special offer service packages
- Joined inter-departmental committees that aimed to promote working relationships with sales, marketing, and site directors and executives
- Met or exceed support metrics with focus on methodical work and attention-to-detail
- Developed and maintained strong understanding of products and packages to advise on best value
- Excellent communication skills, both verbal and written.
- Routinely trained and supervised new hires
- Developed and maintained knowledge of multiple platforms accessed daily to execute job duties
Retail Sales and Account Support
Verizon Wireless & US Cellular
01.2007 - 01.2011
- Developed and maintained knowledge of wireless devices and service plans to offer best value for consumer and small-to-medium business accounts
- Routinely met monthly sales goals to maintain and grow client base
- Helped customers complete purchases, locate items, and join reward programs.
Education
Bachelor of Arts - English
University of New Hampshire
Durham, NH 05.1997 - 2001.05
Skills
Exceptional interpersonal communication, written and verbal
Inter-departmental collaboration
Purchasing and procurement
Account management and client support
Budgeting and reporting
Efficient workflow management
MS Office
Data Entry
Administrative Leadership
Staff Supervision
Accomplishments
- Monthly satire column in the Nashua Telegraph from 2020-2021
- Self-published a fair-to-middling book
- Freshman Camp counselor; student-run organization that helped in-coming freshman acclimate to a new setting and build lifelong connections
- Winner of 1996 Rivier University Best Fiction contest
Timeline
Brokerage Administrative Support
Recycling Associates
01.2023 - Current
Customer Service Manager
EZ Test Pool Supplies
05.2020 - 11.2022
Technical Support Specialist
Jabra
04.2018 - 07.2019
Business Services Support Professional
Comcast Business Services
01.2011 - 01.2017
Retail Sales and Account Support
Verizon Wireless & US Cellular
01.2007 - 01.2011
Bachelor of Arts - English
University of New Hampshire
05.1997 - 2001.05
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