Ryan Malone

• Managed cross-functional execution of impactful initiatives by coordinating teamwork among customer support, product, engineering, and partner teams, securing alignment with strategic GTM priorities and enhancing pre- and post-sales experiences.
• Led end-to-end initiatives to assimilate newly acquired company’s support operations, accomplishing application migrations, aligning tooling, and streamlining workflows, resulting in enhanced overall service consistency.
• Coordinated stakeholder alignment between internal teams and external partners by functioning as operational bridge between customer-facing and technical functions, promoting transparency and shared ownership of program goals and outcomes.
• Implemented scalable processes that strengthened operational rigor through establishment of structured feedback loops and agile cadences to track service experience initiatives
• Addressed risks and eliminated roadblocks by identifying pain points in customer-agent interactions and proactively implementing solutions that enhanced resolution speed
• Measured and reported outcomes by collecting and analyzing qualitative and quantitative feedback from customers and agents; insights informed redesigns that improved the support experience and reduced contact volume.
• Enhanced operational efficiency by identifying and implementing improvements in service delivery, reducing ticket volumes through collaboration among internal and contracted support teams.
• Led Change Management efforts by overseeing implementation of new tools and workflows, achieving stakeholder approval, providing training, and promoting sustainable integration with minimal disruption.
• Enhanced customer experience through user-centered approach—redesigning critical support interaction points and implementing enhancements that yielded tangible increases in satisfaction and efficiency.

Investigated and resolved technical and customer queries for Enterprise customers within one-hour response times.

Provided live support interactions via Phone and Chat, ensuring complete follow-up until resolution.

• Developed an escalation process enabling junior agents to request assistance from tenured agents.
• Established closed-loop feedback mechanisms for monthly reviews of process and product improvements.
• Achieved recognition through spotlight awards for exceeding KPIs and addressing agent/customer pain points.
• Received nominations for DBX Value awards due to exceptional performance in resolving issues.

Cultivated cross-functional relationships within Global Business Organization to resolve product and process issues.

Served as Directly Responsible Individual for escalated customer support issues, ensuring timely resolutions.

• Developed action plans in collaboration with support leads to manage C-level escalations effectively.
• Analyzed data trends and provided actionable feedback to enhance internal and external processes.

Educated support teams on improving customer support journeys through constructive feedback.

Identified and reduced escalation volume by fifty percent year-over-year through targeted analysis.

Facilitated knowledge sharing for onboarding Global Support teams, emphasizing early detection of escalation drivers.

Coached team members on effective communication strategies in high-pressure situations.