Open to opportunities

Ryan Shifflett

@ryanshifflett

Message

Customer support leader driving CSAT, SLA excellence, and operational scaling.

United States

Message

What I'm looking for

I seek a senior support operations role where I can scale global teams, improve CSAT/SLA, leverage data and AI, and partner cross-functionally to drive product adoption and operational excellence.

I am a dedicated customer experience leader with over 10 years of experience building and optimizing global support operations across call center and SaaS environments. I specialize in improving SLA compliance, increasing CSAT/NPS, and implementing scalable systems that enable consistent, measurable service delivery.

My strengths include Zendesk administration, data-driven performance dashboards, and leveraging AI analytics to inform Product and Engineering priorities. I have led enterprise ticketing migrations, managed cross-regional teams in NA, EMEA, and APAC, and successfully handled high-priority escalations to minimize business impact.

I am a collaborative partner to Product, Engineering, Sales, and Customer Success, focused on translating customer feedback into actionable improvements, coaching teams for higher engagement, and driving operational excellence through process optimization and automation.

Experience

Work history, roles, and key accomplishments

Current

Senior Manager, Customer Support

Current

3Eco

May 2024 - Present (1 year 6 months)

Led global support organization and implemented a new enterprise ticketing system, improving workflow efficiency and data visibility while delivering year-over-year CSAT/NPS improvements and faster escalations resolution.

Zendesk SLA Management CSAT NPS Improvement Cross Functional Collaboration

Manager, Customer Support

FranConnect

Sep 2021 - May 2024 (2 years 8 months)

Managed and coached customer support teams, integrated an acquired offshore support group, and used KPI analysis to optimize staffing and service delivery, improving SLA compliance and customer satisfaction.

Team Leadership KPI Analysis SLA Management NPS CSAT Follow Up Cross Functional Collaboration

Customer Support Specialist

FranConnect

Apr 2018 - Sep 2021 (3 years 5 months)

Resolved technical customer issues and met SLA/NPS targets while streamlining processes and collaborating with Customer Success and Professional Services to improve overall customer experience.

Technical Troubleshooting SLA Process Improvement NPS CSAT Monitoring Cross Functional Collaboration

Program Analyst

Vector Security

Feb 2015 - Mar 2017 (2 years 1 month)

Gathered requirements from business owners and designed SharePoint lists and workflows to automate processes, created advanced Excel reports, and assisted in SharePoint troubleshooting to improve operational reporting.

Workflow Automation Requirements Gathering Advanced Excel Reporting Troubleshooting

Project Coordinator

Vector Security

Jan 2013 - Jan 2015 (2 years)

Coordinated project activities and supported cross-functional teams to ensure project milestones were met and processes stayed aligned with business requirements.

Project Coordination Scheduling Reporting

Training Coordinator

Vector Security

Dec 2012 - Dec 2013 (1 year)

Managed training programs and materials to upskill staff and ensure consistent operational procedures across teams.

Training Development Onboarding Performance Tracking Documentation

Operations Center Team Lead

Vector Security

Jan 2010 - Nov 2012 (2 years 10 months)

Led the operations center team to maintain service continuity, manage escalations, and ensure adherence to operational SLAs and procedures.

Team Leadership SLA Operations Management

Data Center Coordinator

Vector Security

Aug 2008 - Dec 2009 (1 year 4 months)

Coordinated data center activities and supported operational processes between technical and business teams to ensure accurate data handling and system uptime.

Data Coordination Operational Support Reporting