Ryan Loveridge
Llanrumney,Cardiff
Summary
A dedicated Customer Support & Operations Specialist with nearly five years of experience across core support, sales, and specialist account management at Capital On Tap. A natural people person with a proven track record of exceeding daily operational KPIs and handling high-risk, vulnerable client cases with empathy and precision. Combines strong cross-departmental collaboration and event leadership with deep process knowledge to drive retention and team morale.
Overview
1
1
Certification
9
9
years of post-secondary education
10
10
years of professional experience
Work history
Customer Support, Sales, Collections & Specialist Support Specialist
Capital On Tap
2021.10 - 2026.09
- Manage end-to-end inbound and outbound query resolution for small business credit card users across the UK and US markets.
- Investigate and resolve complex account issues, app glitches, rewards point discrepancies, and potential fraud alerts.
- Evaluate Net Promoter Score (NPS) metrics to identify recurring customer friction points and present actionable solutions to leadership.
- Mentored core support teams informally, transferring specialist knowledge to drive overall department standards.
- Handled sensitive, high-empathy scenarios including bereavement, critical illness, severe financial distress, and vulnerable accounts.
- Applied active listening and careful judgment to advocate for custom financial arrangements during managerial reviews.
- Followed up on marketing-generated social media leads to consult business owners and streamline credit applications.
- Managed full 90-day onboarding lifecycles to ensure high customer retention and seamless tool adoption.
- Independently conceptualized, planned, and executed multi-departmental social events (e.g., MarioKart, Ping Pong, Console, and Guitar Hero tournaments) to unite expanding teams and build company morale.
- Culture & Event Planning Leadership:
- Operational Excellence: High adherence rate (90–95%), fraud/app issue investigations, and daily KPI performance.
Customer Support Representative
E.ON Electric and Gas
2020.01 - 2021.01
- Delivered high-volume phone and email support for billing, account updates, collections, closures, and emergency engineer dispatching.
- Maintained strict accuracy and compliance standards across complex utility account modifications.
Customer Care Representative
Coles Online Supermarkets
2020.01 - 2020.01
- Managed customer disputes, online orders, phone payments, and account credits via phone, email, and live messaging.
- Maintained an efficient 5-minute average handle time while delivering high-quality, clear communications.
- Achieved 90%–95% schedule adherence, continuously outperforming the corporate target of 80%.
- Australia
Debt & Collections Advisor
Webhelp – Vodafone
2017.01 - 2019.01
- Negotiated achievable payment plans and repayment structures for customers in financial hardship.
- Corrected complex account billing errors and updated internal debt recovery databases.
- Consistently exceeded daily call targets, handling ~70 calls/day against a 60-call baseline.
- Beat target cash-per-call metrics (£34 target) with a personal career high of £64 per call in a single week.
- Key Achievements:
Education
BA (Hons) - Fine Art
Cardiff Metropolitan University
Cardiff 2012.01 - 2014.01
BTEC - Art & Design
CTC Kingshurst College
2010.01 - 2012.01
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Archbishop Grimshaw School
2005.01 - 2010.01
Skills
- Customer support services
- Customer check-in
- Problem-solving
- Team building
- Upselling
Certification
UK Personal Licence (Sale of Alcohol)
Header
- Having worked across Customer Service, Key Accounts, Collections, SST, and Sales, I've been on the front line of virtually every customer-facing department in the business.
- The reason I know this role is right for me as I understand how to become a great team player to others and take task on, I believe I do know alot people here but I do understand the difference of being a friend but also to be kind to give the right process and to succeed.
- I want to progress and share my knowledge and values of the business and support those around me in a senior role and uphold our compau values at a high level.
Timeline
Customer Support, Sales, Collections & Specialist Support Specialist
Capital On Tap
2021.10 - 2026.09
Customer Support Representative
E.ON Electric and Gas
2020.01 - 2021.01
Customer Care Representative
Coles Online Supermarkets
2020.01 - 2020.01
Debt & Collections Advisor
Webhelp – Vodafone
2017.01 - 2019.01
BA (Hons) - Fine Art
Cardiff Metropolitan University
2012.01 - 2014.01
BTEC - Art & Design
CTC Kingshurst College
2010.01 - 2012.01
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Archbishop Grimshaw School
2005.01 - 2010.01