Ryan McDonald

Background

About Ryan McDonald

I am a seasoned Professional with several years serving in various capacities in the Call Center Industry. From my start as a sales associate to team lead and on to management I have always driven myself to excel and continue to grow my skills. In my 18 years with att in the call center I have been a part of numerous projects to improve metrics and support our call center agents. As single point of contact for Cingular Wireless when mobility combine billing was first offered with SBC I was responsible for all escalations coming into our call center for SBC California & Nevada customers as well as implementing training to improve call handling. I have worked as a team lead accelerating sales, working escalations, made contributions to training, and assisted with strategies to improve our centers performance. As team lead I was pulling issued reports and following sales from point of sale to install to ensure our churn rate was as low as possible. As systems ambassador I would identify systems issues, issue tickets and work with IT to come to resolutions on pain points for our reps. Currently as a manager I have continued to improve metrics working with representatives to implement call flow and improve efficiencies to assist our customers. I am self-motivated, a team player and well organized with an exceptional positive can-do attitude. I am constantly expanding my knowledge base to stay ahead of the curve, as a team player I am always interested in sharing ways with my peers to also improve.