Ryan Smith
Manchester,United Kingdom
Summary
Experienced Sales and Customer Service Professional with over seven years of success in managing complex customer complaints, delivering tailored solutions, and consistently exceeding sales targets. Skilled in FCA compliance, conflict resolution, and customer retention strategies. Adept at coaching teams to improve both complaint handling and sales performance. Passionate about turning challenging situations into positive customer experiences while driving business growth.
Overview
17
17
years of professional experience
5
5
years of post-secondary education
Work history
Sales, Customer Service & Coaching Specialist
Vodafone
Manchester
10.2016 - 06.2025
- Managed and resolved complex customer complaints related to financial products, mobile plans, broadband, and insurance, maintaining FCA compliance and high customer satisfaction.
- Consistently exceeded sales KPIs by 10% through tailored customer solutions and upselling opportunities.
- Provided coaching to agents on complaint resolution techniques as well as sales strategies to improve overall team performance.
- Delivered proactive solutions to customer concerns, boosting retention and repeat business.
- Collaborated with compliance teams to ensure regulatory standards were met during complaint management processes.
- Key Achievements: Consistently exceeded sales and performance KPIs by 10%.
- Won £150 recognition award for outstanding sales performance and customer service excellence.
Customer Service Advisor
Vodafone
Stoke-on-Trent, Stoke-on-Trent
09.2015 - 09.2016
- Investigated and resolved escalated incidents and complaints with empathy and professionalism.
- Managed and prioritized urgent service issues, ensuring timely resolution through collaboration across departments.
- Assisted customers with product information, contributing to successful upselling when appropriate.
- Maintained accurate reporting and documentation of complaints and service incidents.
- Managed over 50 customer calls per day
Customer Services Assistant
Regent Theatre
08.2008 - 07.2015
- Delivered welcoming and courteous customer service while upselling additional products to increase revenue.
- Ensured safety and comfort of patrons during performances, proactively addressing any concerns.
- Accurately handled cash transactions in line with theatre policies.
Education
Higher National Diploma - Performing Arts
Stoke On Trent College
09.2009 - 07.2011
Undergraduate Degree - Musical Theatre
Lancaster University
01.2011 - 01.2014
Skills
- Complex Complaint Handling & Conflict Resolution
- Sales & Upselling Strategies
- FCA Regulatory Compliance
- Customer Retention & Relationship Building
- Coaching & Mentorship in Sales and Complaint Management
- Communication & Negotiation
- CRM & Incident Management Software
- Leadership & Team Collaboration
- Problem Solving & Decision Making
Timeline
Sales, Customer Service & Coaching Specialist
Vodafone
10.2016 - 06.2025
Customer Service Advisor
Vodafone
09.2015 - 09.2016
Undergraduate Degree - Musical Theatre
Lancaster University
01.2011 - 01.2014
Higher National Diploma - Performing Arts
Stoke On Trent College
09.2009 - 07.2011
Customer Services Assistant
Regent Theatre
08.2008 - 07.2015
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