Ryan Crosby

Customer Operations, Business Operations, and Technical Support professional with 10+ years of experience supporting enterprise customers, SaaS platforms, IT operations, and cross-functional teams. Proven expertise in customer success, customer onboarding, CRM administration, technical troubleshooting, process improvement, workflow optimization, stakeholder management, and operational reporting. Experienced delivering exceptional customer experiences, supporting software implementations, managing customer relationships, resolving complex technical issues, and improving business processes.

Proficient with Salesforce, ServiceNow, SAP, SQL, Jira, SharePoint, Microsoft Excel, KPI reporting, and technical documentation in remote, fast-paced environments.

Solutions Operations Analyst at ZipHQ (2025-12 – Present)

• Supported 500+ procurement projects while partnering with Procurement, Finance, and Operations teams to deliver scalable business solutions.
• Supported BREX implementation initiatives, vendor onboarding, workflow optimization, and operational documentation.
• Built dashboards and KPI reports to improve operational visibility and data-driven decision making.
• Collaborated across departments to improve processes, stakeholder communication, and operational efficiency.

Operations Analyst at DoorDash (2024-02 – 2025-02)

• Managed operational relationships for 300+ merchant locations, providing customer support, technical guidance, and issue resolution.
• Led customer onboarding and platform migration activities using Salesforce and Mode.
• Created training documentation and mentored a new analyst during knowledge transfer for the OCE region.
• Improved operational information retrieval by approximately 50% through process improvements.

Order Support Specialist at Majorel (2023-07 – 2023-12)

• Resolved high-volume customer order issues using SAP while meeting service level expectations.
• Delivered customer support via phone and email and analyzed recurring issues to improve workflows.

Data Quality Administrator at Sitel / Sotheby's (2020-04 – 2023-05)

• Maintained CRM and customer data quality using Salesforce, SAP, and Avaya.
• Partnered with Sales to improve processes, reducing inbound call volume by over 25%.

IT Service Desk Analyst at DB Systel UK (2018-05 – 2020-04)

• Managed 50–70 Tier 1 and Tier 2 technical support tickets daily using ServiceNow within ITIL/ITSM environments.
• Performed troubleshooting, incident management, server maintenance, and SLA-driven support.
• Improved workflow efficiency through ServiceNow process enhancements.

Technical Customer Support Advisor at Concentrix / BT (2014-08 – 2018-05)

• Achieved a documented 99% customer satisfaction rating while supporting thousands of broadband and telecommunications customers.
• Diagnosed and resolved complex connectivity and networking issues through remote technical support.

BSc (Hons) in Computer Science – University of Sunderland

Associate Degree in Information Technology – City of Sunderland College