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Charles Ryan3049 NW 181st StreetEdmond, OK 73012
216-217-9586LinkedIn: [email protected]
BUSINESS LEADERSHIP PROFILEFocused, results-oriented professional with ten plus years of sales leadership experience in progressively responsible positions. Customer-service oriented with a proven ability to provide team-spirited leadership for maximum productivity. Skilled at communicating effectively to attain company goals. Proficient at developing and implementing training programs with high degree of energy and enthusiasm.
Competencies include:• Supervision, training, behavioral and career coaching and multi-tasking/workload
management• Creation/delivery of reports and presentations research and analysis• Call center operations • Issue resolution negotiations
COMPUTER SKILLSMicrosoft Office, Word, Excel, PowerPoint and call center software packages (ICOMS, OBIEE and Sharepoint)
WORK HISTORYCox Communications, Oklahoma City, OK 2014 to PresentSupervisor, Inbound Sales• Managed a team of upto12 agents• Coached and developed a highly-motivated team focused on exceeding goals• Developed a team first culture where agents challenge peers dailyAchievements:• #1 Team in the Nation for 2015 – Torch Award Winner• #1 Team in Central Region 11 out of 14 months during 2014 - 2015• #1 Team in Central Region for Cox Homelife Q1’15 Earning Sales Leadership Award
Cox Communications, Parma, OH 2012 to 2014Service To Sales Supervisor, Northeast Region• Designed the Sales training and coaching for the Northeast Region billing and technical
support agents in OH, RI and OK--Primary focus was in OH 30-40 agents and 3 team leaders
• Increased Primary Service Unit (PSU) Sales by 12%• Increased Ancillary (ANC) Sales by 15%• Increased PSU Conversion Rates from 0.35%-0.45% to 1.00% to 1.15%• Achieved 100% Agent Participation for minimum sales quota requirement within 3
months of assuming role
Charles Ryan Page 2
Cox Communications, Parma, OH 2011 to 2012Supervisor, Retention• Managed a team of 13 agents• Initiated actions to insure optimal schedule adherence--only team in Northeast Region to
have met satisfactory standard• Analyzed team and individual statistics; prepared reports; devised and implemented
incentive programs to improve stats while maintaining QA• Provided performance coaching and implemented strategies for career development• Trained team and peer supervisors on new products and policies• Achieved 99.5% to Net Revenue Per Call and 98.7% to Net RGU Per Call goals
Cox Communications, Parma, OH 2011 to 2011Supervisor, Inbound Sales• Assisted team with escalated issues• Developed sales training procedures• Point-of-Contact for department manager; assisted with training and scheduling• Served on wireless launch team for New England
Cox Communications, West Warwick, RI 2009 to 2011Inbound Sales AgentMaximized every call for revenue and revenue producing units in line with corporate goals and objectives. Was ranked in top 3 for sales 10 out of 11 months in 2010.New York Life, New Bedford, MA 2004 to 2007Financial Advisor, Insurance AgentManaging Partner for a full-service investment and insurance agency. Achieved Bronze Champion for Long Team Care Sales and Chairmen's Council for Insurance Sales.
EDUCATIONEastern Nazarene College 2000Bachelor of Science in Business AdministrationMagna Cum Laude
CONTINUING EDUCATION• Evolving Frontline Leaders• Leading for Results• People Leaders as Career Coaches
