Ryan Conover Email and Phone Number
Accomplished and Customer-Centric Director ๐ As a seasoned leader, I excel in enhancing customer satisfaction, retention, and driving revenue growth. My achievements speak to the successful implementation of industry-leading practices, and optimizing customer success outcomes. ๐๐ฒ๐ ๐ฆ๐๐ฟ๐ฒ๐ป๐ด๐๐ต๐: ๐ฃ๐ฟ๐ผ๐๐ฒ๐ป ๐๐ฟ๐ฎ๐ฐ๐ธ ๐ฟ๐ฒ๐ฐ๐ผ๐ฟ๐ฑ ๐ถ๐ป ๐ฏ๐๐ถ๐น๐ฑ๐ถ๐ป๐ด ๐ต๐ถ๐ด๐ต-๐ฝ๐ฒ๐ฟ๐ณ๐ผ๐ฟ๐บ๐ถ๐ป๐ด ๐๐ฒ๐ฎ๐บ๐ ๐ฎ๐ป๐ฑ ๐ถ๐บ๐ฝ๐น๐ฒ๐บ๐ฒ๐ป๐๐ถ๐ป๐ด ๐บ๐ฒ๐๐ฟ๐ถ๐ฐ๐-๐ฑ๐ฟ๐ถ๐๐ฒ๐ป ๐ฝ๐ฟ๐ผ๐ฐ๐ฒ๐๐๐ฒ๐ ๐ณ๐ผ๐ฟ ๐ฒ๐ ๐ฐ๐ฒ๐ฝ๐๐ถ๐ผ๐ป๐ฎ๐น ๐ฟ๐ฒ๐๐๐น๐๐.Demonstrated success in assembling and leading teams that consistently deliver outstanding performance. Implementation of metrics-driven processes to optimize efficiency and achieve exceptional outcomes. ๐๐ ๐ฝ๐ฒ๐ฟ๐๐ถ๐๐ฒ ๐ถ๐ป ๐๐ฟ๐ฎ๐ป๐๐ณ๐ผ๐ฟ๐บ๐ถ๐ป๐ด ๐๐๐ฝ๐ฝ๐ผ๐ฟ๐ ๐ผ๐ฟ๐ด๐ฎ๐ป๐ถ๐๐ฎ๐๐ถ๐ผ๐ป๐ ๐ถ๐ป๐๐ผ ๐ฟ๐ฒ๐๐ฒ๐ป๐๐ฒ-๐ด๐ฒ๐ป๐ฒ๐ฟ๐ฎ๐๐ถ๐ป๐ด ๐ฒ๐ป๐ด๐ถ๐ป๐ฒ๐, ๐ฒ๐ป๐๐๐ฟ๐ถ๐ป๐ด ๐๐๐ฟ๐ผ๐ป๐ด ๐ฝ๐ฟ๐ผ๐ณ๐ถ๐๐ฎ๐ฏ๐ถ๐น๐ถ๐๐, ๐ฎ๐ป๐ฑ ๐ณ๐ผ๐๐๐ฒ๐ฟ๐ถ๐ป๐ด ๐๐ป๐๐ฎ๐๐ฒ๐ฟ๐ถ๐ป๐ด ๐ฐ๐๐๐๐ผ๐บ๐ฒ๐ฟ ๐น๐ผ๐๐ฎ๐น๐๐.Specialized knowledge in reshaping support functions to contribute significantly to revenue generation. Dedication to ensuring strong profitability while maintaining and enhancing customer loyalty. ๐๐ป๐๐๐ฟ๐๐บ๐ฒ๐ป๐๐ฎ๐น ๐ถ๐ป ๐ฎ๐น๐ถ๐ด๐ป๐ถ๐ป๐ด ๐ฐ๐๐๐๐ผ๐บ๐ฒ๐ฟ ๐๐๐ฐ๐ฐ๐ฒ๐๐ ๐๐๐ฟ๐ฎ๐๐ฒ๐ด๐ถ๐ฒ๐ ๐๐ถ๐๐ต ๐น๐ผ๐ป๐ด-๐๐ฒ๐ฟ๐บ ๐ฏ๐๐๐ถ๐ป๐ฒ๐๐ ๐ผ๐ฏ๐ท๐ฒ๐ฐ๐๐ถ๐๐ฒ๐, ๐๐ฟ๐ฎ๐ป๐๐น๐ฎ๐๐ถ๐ป๐ด ๐ด๐ฟ๐ผ๐๐๐ต ๐๐ถ๐๐ถ๐ผ๐ป๐ ๐ถ๐ป๐๐ผ ๐น๐๐ฐ๐ฟ๐ฎ๐๐ถ๐๐ฒ ๐๐ฎ๐น๐๐ฒ.Key role in aligning customer success strategies with the overarching, long-term business goals. Translation of organizational growth visions into tangible and lucrative value through strategic customer success initiatives.๐ฆ๐ฝ๐ฒ๐ฐ๐ถ๐ฎ๐น๐ถ๐๐ฒ๐ฑ ๐ฆ๐ธ๐ถ๐น๐น๐:I possess a comprehensive skill set that spans project and program management, training and development, customer service excellence, inspirational team building, and leadership, profit and loss analysis, people development strategies, process improvement planning, workforce modeling, revenue generation tactics, quality control measurement, relationship management mastery, call management system optimization, dynamic speaking engagements, product success implementation, support case reduction strategies, KPI development and implementation, AI solutions integration, expertise in contract negotiations, end-user device management proficiency, and call center modernization.๐ #DirectorLevel #CustomerSuccess #LeadershipExcellence
Tata Consultancy Services
View- Website:
- tcs.com
- Employees:
- 408935
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Senior Operations ManagerTata Consultancy Services Aug 2022 - PresentAustin, Texas, United States
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Founder And Ceo Of Faithfightfamily.IncFaithfightfamily.Inc Jul 2019 - Sep 2022Georgetown, Texas, United StatesThe mission of THREEF is to raise money to support addicts seeking recovery but who cannot afford it. This is a labor of love based on family history with addiction.
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Special Education Job CoachLiberty Hill Independent School District Sep 2019 - Sep 2020Liberty Hill, TexasAssist students who have developmental disabilities to find and keep employment. Act as link between students and employers to help students have fulfilling and satisfying work lives. -
Senior Delivery Manager-- Customer SupportNtt Data, Inc. Nov 2016 - Sep 2019Austin, Texas Area -
Senior Delivery Manager- End User Support And Field OperationsNtt Data Services Nov 2016 - Aug 2019Austin, Texas AreaI was responsible for all End User support for the Texas Department of Transportation (TxDOT) and all 14,000 of their employees and contractors. I was responsible for managing multiple teams with a total of approximately 50 employees. My teams included a Tier 1 IT Help Desk, a Local Support team responsible for onsite IT support of all TxDOT location statewide, and the ITSM department. The ITSM department includes, Knowledge Management, Incident Manage, Request Management, Problem Management, and Change Management.
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Austin Site DirectorConcentrix Jan 2015 - Jun 2016AustinCall Center Site Director, Major Automotive AccountProvided strategic direction for North American call center with a staff of 550 frontline employees and 50 professions. Reported directly to the VP of Call Center Operations for North America to provide profit forecasting, Key Performance Indicators (KPIs) results, and management of $2M quarterly revenue. KPI management included identifying challenges, trends, and inefficiencies in performance. Participated in daily, weekly, monthly, and quarterly internal and external meetings.๏ Increased site occupancy and reduced leakage resulting in 6% gross margin increase.๏ Secured and successfully launched 3 new lines of business resulting in an increase of a 150 new FTEs into the site.๏ Launched Tenacity Program with an ROI of 4% decrease in attrition and 7% in absenteeism. Program paid for itself in less than 3 months.Recipient of 2015 Circle Of Excellence Award in Call Center Management. -
Workforce Management ConsultantIbm Apr 2012 - Dec 2014AustinGlobal Workforce Management Account ManagerResponsible for multiple accounts across the globe with a combined workforce of up to 2000 agents. Accounts included General Motors, Amazon, Sprint, Bell Canada, and Apple.Key responsibilities included daily, weekly, and monthly reports and action plans for internal and external clients. Action plans included hiring, staffing, and operational guidance centering on reducing cost, increasing revenue, and improving customer satisfaction. -
Command Ceter ManagerIbm Jan 2006 - Mar 2012Detroit, MiManaged full transition of all workforce management from prior vendor. Relocated Operational Command Center with complete build out and transition staff from Detroit to Austin. Coordinated rebadge efforts for all sites. Key contributor to/coordinator of project plans to ramp up 4 new locations and ramp down 2 locations. Direct responsibility of staff of seven managing the real time coordination efforts for 5 business units and up to 1500 agents. Evaluated staffing plans to ensure Managed full transition of all workforce management from prior vendor. Relocated Operational Command Center with complete build out and transition staff from Detroit to Austin. Coordinated rebadge efforts for all sites. Key contributor to/coordinator of project plans to ramp up 4 new locations and ramp down 2 locations. Direct responsibility of staff of seven managing the real time coordination efforts for 5 business units and up to 1500 agents. Evaluated staffing plans to ensure proper placement of agents based on workload. Considered business needs when moving agents to different skill sets (inbound, outbound, offline/back office work). Identified the need for overtime and VTO and coordinated those efforts cross site as needed. Secondary support to forecasting teams, teaching forecasting and scheduling methodology to workforce staff and operations support.Recipient of over a dozen Thanks! Awards given by peers and coworkers as recognition of efforts. Received two Bravo awards as a recognition from Management. Consistently rated as a Top or Above Average contributor during yearly reviews.
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Workforce Management Specialist(Real-Time And Forecasting)Sitel Jan 2001 - Dec 2005Detroit, MiCoordinates appropriate staffing allocation and availability of call center staff in order to achieve service level objectives. Monitors site to ensure optimal staffing levels. Adjust intraday forecasts derived from understood business drivers to determine required staffing levels by projecting call volumes, call duration, and required staffing levels using current trends and historical data. Administers volume contingency action plans as deemed necessary and appropriate. Runs and analyzes reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and profitability goals.
Ryan Conover Education Details
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History
Frequently Asked Questions about Ryan Conover
What company does Ryan Conover work for?
Ryan Conover works for Tata Consultancy Services
What is Ryan Conover's role at the current company?
Ryan Conover's current role is I have spent the majority of the last 20 years as a Senior Manager in the Call Center industry. Serving as a Director and Senior Deliver Manager. What drives me most is building a team that can conquer all challenges..
What schools did Ryan Conover attend?
Ryan Conover attended Michigan State University.
Who are Ryan Conover's colleagues?
Ryan Conover's colleagues are Sugirthan Joyelsingh, Bhanu Prakash Murala, Priya Kumari, Aditya Aman, Fairoja Shaik, Nagendra Babu Mamillapalli, Antony Mayer Da Cunha Carneiro.
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