Ryan Barton
Warrandyte
Summary
Results-focused contact centre professional with strengths in delivering training and updating content. Proactive leader with strengths in communication and collaboration.
Overview
11
11
years of professional experience
Work History
Platform Operations Specialist
Colonial First State
03.2023 - Current
- Primary point of contact via phone, email and webchat for financial advisors, their support staff and CFS Edge/First Wrap investors.
- Supporting a broad range of queries/resolving issues all in relation to investor superannuation, pension and investment accounts.
- Delivering exceptional customer service with a focus on first call resolution. Swiftly identifying and elevating issues for comprehensive investigation and resolution.
- Embracing a drive to achieve key performance indicators while remaining open to coaching and feedback, fostering continuous improvement and growth.
Knowledge Base Administrator & Trainer
Probe Group- Coles IT
09.2022 - 03.2023
- Facilitated orientation and training to communicate policies and procedures to new/existing hires within a Level 1 IT Helpdesk environment, that supported Coles store workers nationally with any of their device problems.
- Tested, validated and raised issues to management occurring with newly updated systems.
- Collaborated with support teams to understand changes being made to helpdesk support files and communicated those changes back to agents.
Knowledge Base & Capability Administrator
Probe Group-mycar
12.2021 - 09.2022
- Created and maintained an internally hosted tyre knowledge base for the mycar contact centre within Probe Group.
- Onboarded and trained all new hires within the campaign. Ensured new hires smoothly transitioned into their roles after training was completed.
- Built a range of training manuals from scratch that have been delivered to both new and existing hires.
Circle Leader
Probe Group-mycar
05.2018 - 12.2021
- Promoted to leadership position in recognition of strong work ethic and providing exceptional customer service.
- Motivated and empowered team members to help them achieve their sales, efficiency and quality assurance KPIs/targets.
Tutor(Casual)
AI English
08.2019 - 11.2021
- Taught students in China online, how to pronounce phrases in English
- Up to 50 students in each 30-minute session.
- Students ranged from 5-15 years. Taught over 300 classes
Customer Service/Sales Representative
Probe Group-mycar
05.2017 - 05.2018
- Provided tyre quotes and bookings for customers. Consistently held one of the highest booking conversion rates in the team.
- Became an Acting Team Leader where I would monitor call queues, complete quality assurance and provide feedback to agents.
Sponsorship Promoter
World Vision
06.2013 - 06.2016
- Promoted for monthly ongoing donations through child sponsorship, in both door to door and shopping centre environments.
- Secured the 2nd most sponsorships of any promoter in Victoria on final campaign of work.
Education
TAE40116- Certificate IV in Training And Assessment - Education
Swinburne
09.2023
Bachelor of Science - Major: Biology
Deakin
05.2016
VCE - Biology, Chemistry, Physics, Methods, English
Donvale Christian College
Skills
- Training & Development
- Supervision & Leadership
- Active Listening
- Planning & Organizing
- Customer Service
- Problem Solving
- Conflict Resolution
- Friendly, Positive Attitude
Timeline
Platform Operations Specialist
Colonial First State
03.2023 - Current
Knowledge Base Administrator & Trainer
Probe Group- Coles IT
09.2022 - 03.2023
Knowledge Base & Capability Administrator
Probe Group-mycar
12.2021 - 09.2022
Tutor(Casual)
AI English
08.2019 - 11.2021
Circle Leader
Probe Group-mycar
05.2018 - 12.2021
Customer Service/Sales Representative
Probe Group-mycar
05.2017 - 05.2018
Sponsorship Promoter
World Vision
06.2013 - 06.2016
TAE40116- Certificate IV in Training And Assessment - Education
Swinburne
Bachelor of Science - Major: Biology
Deakin
VCE - Biology, Chemistry, Physics, Methods, English
Donvale Christian College
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