Dave Ryan Maya

Background

About Dave Ryan Maya

Technical Specialist • Extensive experience in technical support across multiple industries, particularly IT and customer service, with a specialization in troubleshooting, process improvement, and technical training. • Proven expertise in resolving complex product issues, collaborating with internal and external teams, and managing escalations efficiently. • Skilled in using CRM tools such as Salesforce, documenting workflows, and maintaining consistent client communication throughout resolution processes. • Experience in leadership roles including coaching, mentoring, and managing technical teams to achieve KPIs and enhance performance. • Adept at delivering product training to both internal and external stakeholders and integrating innovative solutions. Leadership and Management Roles • Held managerial roles at Alorica and Convergys, supervising technical and sales teams. • Developed and implemented action plans for team improvement, conducted performance evaluations, and maintained adherence to organizational policies and contractual KPIs. • Facilitated team meetings, performance coaching, and escalated issue resolution. Quality Assurance Expertise • Evaluated customer interactions to ensure compliance with quality standards and identified recurring issues affecting service delivery. • Prepared detailed reports, participated in business reviews, and contributed to systemic process improvements. Technical Support Foundations • Began career in front-line technical support roles for Dell, Toshiba, and other clients, troubleshooting hardware and software issues, managing escalations, and delivering exceptional customer service.