Fiona Ryan

Background

About Fiona Ryan

I have 12 years of experience in call centre industry from dealing with B2C and B2B accounts working for customer service, account management, sales and retentions campaigns in the motor industry, digital visual solutions and telecommunications. I have working knowledge of call centre technology from CRM to IVR’s and call recording solutions for quality assurance and compliance for inbound and outbound campaigns. Over the past 8 years I’ve managed webchat sales teams and have been instrumental in the conversational design and building of webchat bots increasing sales, productivity, customer satisfaction and streamlining chat traffic. Presently responsible for MI reporting encompassing conversion, customer satisfaction, pitch and abandonment rates. I provide customer insight to our clients through chat analysis and relay daily and weekly client reporting for KPI and SLA’s as well as internal stats for team management guidance and improvement of individual performance.