Ryan Mawn

Experience

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  Millenium Digital Media

  Mar 2004 - May 2006

  Technical Support Representative-Level II

   Provided effective and consistent technical support for internet and CATV Researched Technical Solutions Managed and responded to all customer inquires through E-mail and Online Chat services. Assisted with irate callers

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  Gateway Communications Services, Inc.

  Sept 2006 - Oct 2010

   Responsible for supervision of 250+ internet technical representatives within the call center.  Create and review call center statistics to measure staff performance and the need for improvement.  Ongoing monitoring of staff hours and call volume history to provide efficient coverage.  Perform quality checks, develop and review performance reports, identify areas to improve, and implement measures to improve performance levels and meet objectives.  Develop sales techniques of each customer service representative to drive revenue growth. Responsible for scheduling of staff within the call center for optimal phone coverage. Coordinate the interviewing, hiring and training process. Gather and organize all staff statistics for payroll. Show less

  • Director, Call Center Operations

    Jan 2007 - Oct 2010

  • Senior IT Specialist

    Sept 2006 - Oct 2007
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  Connections Academy

  Oct 2010 - Nov 2012

  Supervisor,Student Technical Support

   Organize and direct the daily activities associated with the Student Tech Support team’s contact center operations Manage, train and guide contact center agents to execute their tasks with accuracy, consistency, and efficiency Support the Student Tech Support team by resolving problems and complaints, both internal and external Monitor all agent interactions at every touch point with our customers to ensure quality. Conduct performance reviews and develop agent potential Coach agents to achieve all Student Tech Support agent and team objectives and KPIs Report on metrics and ensure they are met Provide guidance and updates for team in huddles and team meetings Handle call escalations from agents and coach escalating agents for future first point of contact resolution Provide on demand reporting and metrics analysis for manager Monitor adherence to published schedule and interface with WFA for deviations Recruit, interview, and train new agents Review IA’s for team and provide additional oversight and follow-up Show less

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  Connections Education

  Nov 2012 - Nov 2017

  Sr. Manager, Student Technical Support

  • Develop, motivate, and lead a team of Help Desk professionals to achieve all contact center KPIs• Partner with I.T. to report and resolve customer and vendor issues relating to supporting our students and families• Monitor and keep up-to-date our online knowledge base tool and Message Boards• Monitor Quality at every touch point with our families, from phone calls and WebMails to emails and trouble tickets• Coach and mentor to ensure world class customer service • Continually assess and provide input to continually improve quality and productivity• Implement and monitor programs to continually improve First Call Resolution• Perform root cause analysis and problem resolution with relentless dedication to quality and productivity• Create, implement, and manage a program to repair/rebuild returned computers no longer under warranty• Provide call escalation services for agents and team lead• Act as liaison for web-based application problems between users and developers• Assist in the collection of data for identifying user requirements that may result in future system development or training• Keep current with development of new system features• Develop and update support plans for new products and services• Work with all functional areas of the company, as well as with all managers of queues, to ensure proper call type handling and to minimize transfers• Provide input for budgets, business plans, and metrics management Show less

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  Pearson

  Nov 2017 - Jun 2020

  Manage shared service/consultant function that focuses on driving technology platform adoption, standardization and onboarding, along with accelerating the execution and delivery of technology initiatives that are aligned to the long-term support strategy.• Work with various Global customer support and service teams and technology leadership to define the strategic long-term technology roadmap for market onboardings, continuous improvement and new technology implementations.• Develop and implement strategies and processes that drive development and implementation of support standardization and overall enhancements / upgrades.• Lead the strategy and governance efforts around intake and portfolio planning processes. Align the portfolio with the overall company strategy and coordinate the implementation of an effective release schedule.• Collaborate with various cross functional business teams to define the Contact Center technology long term strategy, and work with the system designer’s leadership to ensure an optimized and strategic integration.• Foster a culture of consistency, accountability and continuous improvement.• Assist in the preparation and management of capital budget, operating budget, and expense management for assigned area. Show less Technical liaison with various departments across the organization and our outsourcer, managing key technical functions to support the Contact Center, as well as leadership of new technical initiatives to support changing needs of the business.• Set strategic direction for the contact center, using independent thinking to identify opportunities for continuous improvement and prioritizing initiatives that will add the most value to the business• Partner with MIS, Telecomm, Business Applications, Marketing, and other internal departments or vendors as needed to report and resolve issues relating to supporting our students and families• Provide input for budgets, business plans, and metrics management Show less

  • Director, Technology Platform Planning & Self-Service Strategy

    Feb 2019 - Jun 2020

  • Director, Technical Operations

    Nov 2017 - Feb 2019
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  Google

  Jun 2020 - Jun 2024

  Head of Strategy & Operations, Google Cloud Support

  • Serving in a Chief of Staff (CoS) like role providing strategic direction and guidance to the Sr. Managing Director of GCP Support and other senior Cloud executives• Develop and execute the organization's short and long term strategic plans• Management of a $XXXM Support P&L• Leading strategic programs & initiatives to drive operational and cost efficiencies focused on improving both the customer experience and operating margins

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  Microsoft

  Jun 2024 - now

  Sr. Director, Business Architecture & Operations