Ryan Large

Experience

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  Cardinal Lawns & Pest Control

  Sept 2015 - Apr 2018

  During my tenure as an Office Administrator at Cardinal Lawns, I thrived in a fast-paced office environment, where I efficiently handled various daily administrative tasks. I showcased my expertise by successfully collecting delinquent accounts using the SpitFire dialer system. Additionally, I adeptly managed incoming office calls, delivering exceptional customer service while addressing inquiries. I played a vital role in maintaining accurate and up-to-date records through precise production data entry. Furthermore, I actively supported employee training programs, contributing to the onboarding and development of team members. Show less

  • Office Manager

    Jun 2017 - Apr 2018

  • Sales Specialist

    Sept 2015 - Dec 2017
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  HKT Teleservices (Formerly PCCW Teleservices)

  Apr 2018 - Oct 2020

  Dedicated Team Coordinator at Airbnb, committed to cultivating a welcoming environment where everyone feels valued. Trusted to provide guidance to CSR's by promptly addressing their inquiries and adeptly handling supervisor calls to resolve intricate member issues. Proficient in resolving disputes, consistently ensuring equitable outcomes for all parties involved.

  • WW (Formally WeightWatchers) Customer Experience Team

    Dec 2019 - Oct 2020

  • Airbnb Team Coordinator

    Apr 2018 - Dec 2019
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  Support Services Group

  Jul 2019 - Oct 2021

  Operations Team Lead / Supervisor

  In my role as a Operations Lead at Support Services Group (Formerly HKT Teleservices), I effectively lead and inspire a team of 16 customer experience agents, cultivating a high-performing and motivated work environment. By focusing on key performance indicators, I consistently surpass our clients' expectations, delivering exceptional service. I work closely with both my team and the operations department, ensuring that the needs of our clients are met while prioritizing the well-being and satisfaction of our employees. Through strategic resource allocation and workflow coordination, I optimize efficiency, resulting in improved customer satisfaction and increased retention. Additionally, I actively identify opportunities for process enhancements and implement innovative solutions to continually enhance the overall quality of our service. Show less

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  Aetna, a CVS Health Company

  Oct 2021 - now

  In my role at Aetna, I play a vital role in supporting customer service representatives (CSR) who handle challenging calls related to Medicare Advantage plans. I provide guidance and mentorship to CSR's, offering advice and assistance to navigate difficult situations effectively. As part of my responsibilities, I conduct training sessions to equip CSR's with de-escalation techniques, problem-solving skills, and the ability to foster satisfactory solutions for customers. Additionally, I step in to handle escalated calls when CSR's encounter situations beyond their scope of resolution. I actively contribute to enhancing training materials by providing valuable feedback. Working closely with the operations team, I closely monitor key performance indicator (KPI) metrics and customer satisfaction levels, providing constructive feedback and insights to ensure continuous improvement in service delivery. Show less

  • Sr. Service Advocate

    Sept 2022 - now

  • Member Services Specialist

    Oct 2021 - now