Ryan Kirk

Successfully lead and manage teams to achieve high levels of Customer Satisfaction

Foster a culture of growth and development by consistently pushing employees to reach their full potential.

Experience in leading individuals to meet key performance metrics (NPS, FTR, Outbound % and Value Participation)

Conduct impactful Team Times, Time To Learn and business required briefings to help increase team engagement, performance and engagement.

Provide positive coaching and 121 sessions which lead to improved employee engagement and productivity

Helped launch Sky Glass and Sky Stream and played a part in refining the Early Life call journey through call data analysis to identify processes and procedures that needed changed.

Involved in analysis of Glass/Stream correspondence sent to customers and how we can make this clearer and easier to understand for customers which feeds into my values of making things brilliantly easy for customers every single day.

Launched internal content hub to make things really easier for our people in finding briefings to catch up on, career coaching content to help promote growth and launched a 'Sky News' style VLOG to convey important information to our people in a slightly different way. This has been recognised by Heads of Service and incorporated into other sites as a different way to communicate with our people.

Above all, I am extremely Customer focused throughout and passionate about making things brilliantly easy for customers. My hands on and active approach allows team members to feel even more supported within their role.

Successfully lead and manageD teams to achieve high levels of Customer Satisfaction

Fostered a culture of growth and development by consistently pushing employees to reach their full potential including those who felt they could not achieve anything outside of the Advisor Role

Experience in leading individuals to meet key performance metrics (NPS, FTR, Outbound % and Value Participation)

Conducted impactful Team Times, Time To Learn and business required briefings to help increase team engagement, performance and engagement.

Provided positive coaching and 121 sessions which lead to improved employee engagement and productivity

Monthly training workshops to gain more experience in leadership including Absence Management workshops, People Management, Compliance, facilitation workshops etc.

Extremely customer focused throughout and passionate about making things brilliantly easy for customers. My hands on and active approach allows team members to feel even more supported within their role.

Worked alongside a small team of other Early Life Supports to help assist and support groups of advisors coming into Grad Bay alongisde the Customer Advisor role.

As part of the Grad Bay training, newly recruited advisors widen their training by having on the floor experience with taking calls.

As part of this team, I helped to deliver briefs and 121 coaching as well as supporting the advisors in knowledge gaps and how to be a confident advisor.

Responsible for ensuring our new agents understood key performance metrics (NPS, AHT, FTR, Value, Outbound) and ensured these were met through regular catch ups and 121 sessions.

Initially based within the Broadband and Sky Q Technical department providing customer service initially through the LiveEngage messaging platform and also through Voice

Within the role, I made use of in-house computer systems to detect faults inside and outside of customers home such as customer equipment and line faults and liase directly with Openreach for cases that required escalation.

Being able to successfully communicate with customers to help diagnose problems and fix them in a timely manner and consistently adopt that 'Can Do' attitude.

Taking ownership of customers enquiries and taking on the responsibility until the issue is resolved.

Communicating between all levels at Sky to keep up to date with new technology and upgrades, as well as any changes to the systems and packages to help promote to customers which will give them the best value for their money, as well as speaking to Openreach regarding orders, faults and engineers.

Working knowledge of broadband and talk provisioning, as well as knowledge in billing and explaining breakdowns of the different areas of customers bills.

Expanded my knowledge to Home Move and Mobile in the later half of 2019. This also gave me experience with working across our full range of products and services and having more hands on experience with other tools and systems.

Able to collaborate with other departments to ensure I get a fix in place for Customers first time every time.

Ensuring the Kiosk and forecourt and operated in a safe and legal manner.

Delivering excellent customer service at all times.

Experience in front facing Customer Service.

Maintained high level of scan rate while maintaining a high customer satisfaction score at all times.