Ryan Smith
Darwin,NT
Summary
Highly motivated customer service professional with strong problem-solving skills and a proven track record of success across retail, wagering, and IT sectors. Transitioned from retail to the wagering industry, then advanced to a role within an IT company until the contract's conclusion. Enthusiastically returned to the wagering industry, drawn by its unique challenges and dynamic environment. I thrive in customer-facing roles and consistently conduct myself with a high level of professionalism.
Overview
11
11
years of professional experience
Work History
Customer Service Specialist
Betfair
02.2022 - Current
- Collaborated closely with high-value Platinum and Black-tier clients, providing tailored support and resolving complex issues with professionalism and calm under pressure.
- Received company-wide recognition and an award for exceptional service to one of Betfair's high-profile, high-value clients, demonstrating a strong ability to handle sensitive and high-stakes situations effectively.
- Many gold, platinum, and black VIP clients specifically request to be transferred to me in the service center due to their positive experiences in previous interactions. They trust that I will thoroughly address their concerns and resolve any issues promptly.
- Regularly monitor and identify issues affecting platinum and black VIP clients. I take the initiative to resolve these issues and proactively contact clients before they reach out, ensuring a positive customer experience and maintaining high satisfaction levels.
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Managed high call volume while maintaining a courteous and professional demeanour.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
- Received a secondment as a Team Leader for 6 months while a team leader was on leave, demonstrating strong leadership skills and a favourable view within the company. Upon returning to my Customer Service Specialist role, I have been in discussions regarding further progression.
IT Technician
Kinetic IT
04.2021 - 10.2021
- Maintained office PCs, networks and mobile devices.
- Set up PCs, projectors, and microphones for use in video conferencing rooms.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Enhanced user experience with thorough troubleshooting and resolution of hardware and software problems.
Betting Operator
Bet365
09.2019 - 09.2020
- Developed expertise in various sports disciplines, enabling comprehensive support for diverse clientele seeking betting advice or assistance.
- Built strong relationships with clients, fostering loyalty by addressing concerns promptly and professionally.
- Maintained thorough knowledge of betting regulations to ensure compliance in all transactions and interactions with customers.
- Enhanced customer satisfaction by efficiently processing bets and providing accurate information on betting odds.
- Proactively resolved disputes by thoroughly investigating discrepancies in bet outcomes and effectively communicating resolutions to affected parties.
Car Parts Interpreter
Repco
09.2013 - 09.2019
- Built strong relationships with both retail and trade customers by providing expert advice on automotive parts, ensuring they received the correct parts for their needs.
- Utilized extensive knowledge of automotive parts to assist customers with complex inquiries, ensuring they received accurate and efficient solutions.
- Trained new staff members on product knowledge, sales techniques, and computer systems, fostering a collaborative and skilled team environment.
- Demonstrated strong problem-solving abilities by quickly addressing and resolving customer issues, contributing to high levels of customer satisfaction.
Skills
- Customer Service
- Good communication skills
- Customer Relationship Management (CRM)
- Account Management
- Call center experience
- Problem Resolution
- Excellent written and oral communication
- Regulatory Compliance
- Prioritization
- Call Management
- Customer Education
Hobbies
I am actively involved in sports and fitness outside of work, having played squash for over 10 years and continuing to enjoy the game regularly. I also enjoy playing video games with friends on my computer, offering a balance of mental relaxation and social interaction. Additionally, I like spending time with friends through engaging activities like laser tag, bowling, and table tennis, which keep me active and provide a fun social environment.
Timeline
Customer Service Specialist
Betfair
02.2022 - Current
IT Technician
Kinetic IT
04.2021 - 10.2021
Betting Operator
Bet365
09.2019 - 09.2020
Car Parts Interpreter
Repco
09.2013 - 09.2019
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