Ryan McAdam
Liverpool ,Merseyside
Summary
A hard-working flexible individual with a proven track record in providing excellent customer service. Has excellent interpersonal skills, enhancing stakeholder relationships leading to improved retention rates and increased membership sales.
Overview
14
14
years of professional experience
2
2
years of post-secondary education
Work history
Community Sales Manager
IWG
Liverpool, Merseyside
08.2024 - Current
- Building effective relationships with new and existing customers
- Working as part of a team to give our community everything they need.
- Creating exceptional experiences every interaction
- Owning and Caring for my Centre - ensure it is always the professional and inspiring work environment our community requires;
- Driving profitability of our centres through supporting sales or additional services and ancillary income.
- Training, managing and mentoring community teams to be the best they can be.
- Leading by example through every interaction.
- Negotiated contracts to secure long-term client commitment.
- Coordinated promotional campaigns to boost brand visibility.
- Opened a new building in August 2024 with the business objective to fill it by 50% in a year. In that time I have filled it by 83% with clients signed up to multiple year agreements. I created relationships with both new and existing clients ensuring that selling and renewals stayed at a high level of consistency.
Interim Regional Account Manager
Recruitment and Employment Confederation
09.2023 - 08.2024
- Managing and developing a portfolio of corporate members, building strong customer relationships and ensuring that customer needs are recognised and met
- Developing and implementing an account development plan, call cycle and meeting programme that achieves individual sales volume and profitability targets
- Engaging members to ensure customer awareness of networking events, business initiatives and campaigns, minimizing member attrition
- Implementing plans to increase penetration of commercial REC products and services within my region in order to meet targets for revenue, member growth, retention and profitability
- Provide feedback and insight to the wider REC to help ensure the REC products meet customer needs and relevance
- Managing all customer relationship information by communicating with the operational delivery department and finance and maintaining the in-house CRM and database systems so that colleagues can access customer information at any time
- Monitoring customer performance, loyalty and satisfaction to measure success, business fluctuation and possible business at risk
- Taking appropriate corrective action internally or with the customer
- Managing any recovery plan
- Investigating and resolving queries and issues raised by regional member accounts.
- For Membership renewals for 2024 my retention rate was at the highest for our team at 93.5%
Centre Operation Manager
Newflex
01.2023 - 09.2023
- Responsible for the delivery of outstanding customer service in the Centre whilst building relationships with our customers
- Deliver professional and friendly viewings and to identify upselling opportunities
- Managing and following cash collection, capturing billing for all revenue and carrying out audits
- Ensuring my centre operates in line with company policies, procedures and processes
- Ensuring that compliance and GDPR are kept up to date by working with our compliance team.
Professional Carers
09.2022 - 01.2023
- Supporting personal care and medication administration
- Promotion of independence
- Providing Nutritional support
- Catheter and stoma care
- Safety and well-being checks.
Operations & Sales Manager
International Workspace Group (IWG)
01.2019 - 09.2022
- Working for the world’s largest workspace provider, sourcing customers and satisfying client requirements in locations across the North-West
- Main point of contact for employers between 10-100+ employees, varying business types from local SMEs to global multi-internationals, with individual bespoke and tailored requirements
- Manage all aspects from sales, through build, to final lease completion
- Responsible for Sales, Initial Customer Interface, Negotiation, and Lease agreement
- Management of Sub Contractor Construction and Fit Out workforce
- Floor Plan Design ensuring Customer needs are met
- Procurement, Negotiation and Agreement of Price with Suppliers
- Supervision throughout works, ensuring completion on time and to requisite standards
- Key KPI’s met month on month which include minimised free office space, new lease sign ups, debt management, duration from initial interest to occupation
- Responsible for the safe operations including security, fire risk assessments, general risk assessments
- Ensure achievement of the main target of occupancy rates
- In August 2021 I was promoted to travel the UK support centres and in some situations, recruit and train new team members at all levels. In this time I travelled to Leicester, Nottingham, Sheffield and Edinburgh.
- In February 2022 I was promoted to Community Manager Team Leader for Edinburgh where I managed a team of 15 members of staff and I was responsible for the maintenance and revenue success of 4 centres in the City centre and one in Livingston
Call Centre Operator
Victorian Plumbing
Liverpool, Merseyside
07.2018 - 01.2019
- Dealing with inbound customers and trade calls, ranging from item orders to complaints
- Achieving targets of over 50 emails and 60 calls per day
- Advise on additional sale items
- Left this role as I achieved my long-term goal to be recruited by IWG.
Office administrator
Sure freight Haulage
06.2015 - 06.2018
- Completed weekly wages for 60+ drivers by using a tracking system to calculate their hours using SAP
- Monitoring the driver working time directive hours to keep compliant
- I left the company as I was moving from Ireland to Liverpool.
Restaurant and Bar Manager
Canal Court Hotel
12.2013 - 06.2015
- Managing the bar and restaurant of a leading 4 Star Hotel in County Down which is currently ranked in the top 100 Hospitality Businesses in Northern Ireland
- Dealing with customer complaints in the restaurant and bar.
Customer Server
Friar Tucks
09.2011 - 09.2013
- Taking orders and handling payments at the till
- Deal with preparing and presenting food
- Achieved the role of supervisor due to work ethic.
Education
NVQ Level 5 - Business Leadership and Development
Corndel
Liverpool/Online 08.2021 - 08.2022
NVQ Level 3 - Business Leadership and Development
Corndel
Liverpool/Online 08.2020 - 08.2021
Skills
- Driven, focused whilst retaining excellent interpersonal skills with members within the building on a day-to-day basis
- Strong stakeholder relationships identifying issues before they become a problem and sourcing the solution
- Coaching and developing team members
- Ability to motivate teams to achieve company objectives and delegate efficiently
- Effective communication skills with the ability to convey key points at any level
- Self-motivated
- 5 years of Strong negotiating and sales experience
Hobbies and Interests
My hobbies are watching football, reading biographies and gaming. I am a massive fan of Liverpool and Motherwell. I also train 4 times a week with my personal trainer in group sessions and when im not there I love spending time with my wife and 2 year old son.
References
References available upon request.
Timeline
Community Sales Manager
IWG
08.2024 - Current
Interim Regional Account Manager
Recruitment and Employment Confederation
09.2023 - 08.2024
Centre Operation Manager
Newflex
01.2023 - 09.2023
Professional Carers
09.2022 - 01.2023
NVQ Level 5 - Business Leadership and Development
Corndel
08.2021 - 08.2022
NVQ Level 3 - Business Leadership and Development
Corndel
08.2020 - 08.2021
Operations & Sales Manager
International Workspace Group (IWG)
01.2019 - 09.2022
Call Centre Operator
Victorian Plumbing
07.2018 - 01.2019
Office administrator
Sure freight Haulage
06.2015 - 06.2018
Restaurant and Bar Manager
Canal Court Hotel
12.2013 - 06.2015
Customer Server
Friar Tucks
09.2011 - 09.2013
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