Ryan M

Owns second-line technical escalations across enterprise and mid-market accounts, resolving complex platform, ad-delivery, and CRM-sync issues. Originated and automated a 63-point account health-check rubric as a Claude-based skill, cutting troubleshooting time by ~95%.

Handled complex, escalated support tickets across enterprise accounts spanning multiple ad platforms. Built deep platform expertise across segmentation, ISP classification, and CRM-sync architecture.

Proposed and designed the N.Rich Product Support division, building its ticketing, SLA, and KPI framework. Led the migration from Intercom to HubSpot and trained first-line support staff.

Pioneered N.Rich's first Customer Success division, establishing processes and managing client relationships. Facilitated onboardings, provided advertising strategy consulting, and maintained a G2 review score of 10.

Contracted by multiple clients to familiarize with product offerings and tools for tele-sales and marketing. Built and managed a lead generation pipeline, exceeding lead-to-appointment conversions by 23%.

Managed new business opportunities and converted incoming leads into clients. Conducted product demos, managed B2B prospecting, and improved the sales reporting database.

Pioneered the first company-wide Vertical Healthcare sales team. Responsible for customer retention and account growth, exceeding monthly sales quota by 200%.

Managed a book of 250 business VOIP accounts, focusing on retention and growth. Increased new and existing accounts by 50% over a 6-month period.

Provided chat and voice technical support, resolving customer satisfaction issues and maintaining an individual CSAT/NPS rating of 90%.

Managed LAN/WAN and TCP/IP network administration for a 2-location, 8-staff retail operation, including Cisco and Active Directory.

Bachelor of Science in Computer Science with a major in Network Administration, and an Associate in Development Communication.