Summary
Overview
Work History
Education
Skills
Hobbies
Timeline
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Ryan Darx

Summary

With a Strong background in Customer Service over a variety of industries, I'm a natural leader experienced in driving great team successes by coaching and motivating team members to increase operational efficiency and customer satisfaction. Record of performance in meeting organizational objectives. Excellent interpersonal skills, to work well with others, in both supervisory and support staff roles.

I have strengths in both establishing and following standard work procedures in highly regulated industries.

Overview

13
13
years of professional experience

Work History

Customer Experience Manager

Rapid Response Revival
01.2022 - Current
  • Implemented systems and process to handle complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
  • Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
  • Established performance and service goals and held associates accountable for individual performance.
  • Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
  • Developed new employees and on-going performance assessment of current employees.
  • Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues.
  • Performed duties and provided service in accordance with established operating procedures and company policies.
  • Lead the system design and architecture of CRM system
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.

National Fleet and Asset Manager

Lack Group
03.2021 - 12.2021
  • Kept detailed track of asset maintenance and potential future costs to accurately portray data and advise clients.
  • Helped establish system to better manage and support a budget and fleet of over 300 vehicles and 150 other pieces of equipment.
  • Reviewed contract reports, bid proposals and requirements with senior management for accuracy and processing.
  • Maintained contract database of existing and new client contract files and details.

Customer Service Manager

SHARP Motor Group
02.2011 - 03.2021
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Took ownership of customer issues and followed problems through to resolution.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
  • Researched and corrected customer concerns to promote company loyalty.
  • Created and reviewed invoices to confirm accuracy.

Education

High School Diploma -

Benowa State High School
Benowa, QLD
2005

Skills

  • Complaint and Feedback management
  • Customer Acquisition
  • Working in a highly regulated industry (Medical)
  • Cross-Functional Collaboration - working with internal subject matter experts to gather information
  • Platform Understanding and Architecture
  • Project management
  • Data Analytics and Reporting

Hobbies

*Outdoors

*Travel

*Family

*Basketball

Timeline

Customer Experience Manager

Rapid Response Revival
01.2022 - Current

National Fleet and Asset Manager

Lack Group
03.2021 - 12.2021

Customer Service Manager

SHARP Motor Group
02.2011 - 03.2021

High School Diploma -

Benowa State High School

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Ryan Darx