Open to opportunities

Rhyan Alcober

@rhyanalcober

Message

I scale vendor operations, launch global support programs, and improve SLA performance through data.

Ireland

Message

What I'm looking for

I'm looking to lead vendor operations, partner governance, and scalable service-delivery programs where I can use data, cross-functional alignment, and workflow design to improve quality, SLA performance, and customer outcomes.

I've governed 320+ vendor service providers at Amazon DIS2 in Dublin, maintaining 100% quality, safety, regulatory, and contractual SLA adherence. I used root-cause analysis and corrective action plans to reduce program overuse by 20% and increase service type compliance by 14%.

At TaskUs, I led a greenfield 24/7 site launch for Meta, establishing workflows, QA rubrics, SLA governance, escalation protocols, and multilingual calibration for 80+ staff. I also built real-time workforce allocation mechanisms that maintained more than 99% SLA adherence through changing volumes.

Across Homeaglow, Peak Support, and SeatSprout, I've partnered with Product, Engineering, Operations, and business owners to improve tooling, forecast demand, strengthen partner workflows, and scale new operating models. My work has increased on-time delivery by 5%, peak-period CSAT by 5%, platform traffic by 12%, and top-line revenue by 9%.

I bring both client-side vendor governance and BPO operations leadership, with experience turning operational data into practical, scalable improvements.

Experience

Work history, roles, and key accomplishments

Interim Shift Manager / Operations Supervisor

Amazon DIS2

Jul 2025 - Jan 2026 (6 months)

Governed day-to-day operations, performance scorecards, and compliance for an external network of 320+ vendor partners, ensuring 100% adherence to quality standards and contractual SLAs. Executed data-driven root cause analyses, driving a 20% reduction in program overuse and a 14% increase in service type compliance.

Vendor Governance SLA Root Cause Analysis Data Analysis Performance Management

Lead Growth & Market Intelligence Researcher

SeatSprout

Jun 2024 - Dec 2024 (6 months)

Conducted strategic research on market landscapes, partner footprints, and regional scaling strategies, identifying opportunities to transition nascent workflows into mature operating models. Partnered with cross-functional business owners to operationalize launch frameworks, driving a 12% increase in platform traffic within two weeks.

Market Research Competitive Analysis Strategic Planning Data Analysis

Process Improvement Specialist (Operations & Partner Governance)

Homeaglow

Jun 2023 - Jun 2024 (1 year)

Diagnosed and resolved critical platform workflow vulnerabilities impacting external service providers, reducing contractor churn and enhancing service interaction quality. Partnered with Product, Engineering, and Operations teams to design and roll out tooling enhancements, achieving a 5% increase in on-time delivery.

Process Improvement Operations Partner Governance Tooling

Operations Team Lead (Global Scaled Support)

Peak Support Inc.

Apr 2022 - Jun 2023 (1 year 2 months)

Directed daily operations and SLA compliance for a distributed, multi-regional support program, ensuring seamless service delivery across time zones. Engineered custom analytical forecasting models (Heat Maps) to predict volume surges and optimize resource coverage, increasing CSAT scores by 5% during peak operational periods.

Operations Management SLA Forecasting Heat Mapping CSAT Escalation Management

Senior Customer Service Consultant / Phone Banker

J.P. Morgan Chase

Nov 2018 - Dec 2019 (1 year 1 month)

Delivered high-tier customer resolution and financial service support within a strictly regulated, high-compliance banking environment. Maintained top-quartile performance in First Contact Resolution (FCR) through proactive diagnostic troubleshooting and root cause identification.

Customer Service Financial Services Compliance First Contact Resolutions Troubleshooting

Operations Supervisor / Workforce Supervisor

TaskUs Inc.

Aug 2014 - Mar 2018 (3 years 7 months)

Served as Program Lead for a greenfield 24/7 site launch (80+ staff) on behalf of Facebook (Meta), establishing foundational workflows, QA rubrics, and SLA governance from scratch. Governed policy enforcement and content moderation across regional, multilingual workflows, instituting calibration sessions with client stakeholders to optimize accuracy.

Program Management SLA Workforce Management Content Moderation Policy Enforcement Calibration

Subject Matter Expert / Technical Support Specialist

Shore Solutions

Nov 2011 - Jul 2014 (2 years 8 months)

Resolved 60–80 complex technical hosting tickets daily, maintaining a <1-hour First Response Time and >90% CSAT. Authored technical SOPs and mentored 30+ new hires on troubleshooting workflows and quality standards.

Technical Support Troubleshooting SOP Development Mentor CSAT