Ryan Hales
Canton,MI
Summary
I have 25 years of experience in the technical support industry, where I worked hands-on with technical products and provided phone support to external customers. I was also employed by Learning and Development at Rivian, a startup, to create content and teach others. My enthusiasm for technology fuels my passion for supporting both internal and external customers, whether by phone or in the classroom. With 16 years at Apple and experience with Microsoft products and EV technology, I can provide tech support in many areas.
Overview
20
20
years of professional experience
Work History
Sr. Learning & Development Partner | Service Advisor Instructor
Rivian Automotive
02.2023 - 01.2025
- Created training content for in-class instruction as well as for virtual learning
- Designed and implemented troubleshooting guides that are now the primary resource for Rivian's Service Operations teams
- Spearheaded training for over 300 advisors across North America and Europe, ensuring effective knowledge transfer in hybrid learning environments
- Collaborated with key stakeholders to align training programs with company goals, enhancing advisor performance and customer satisfaction
- Key Achievement: Played a critical role in scaling Rivian's training program to accommodate rapid company growth while maintaining quality and effectiveness
Senior Service Support Advisor
Rivian Automotive
10.2021 - 02.2023
- Provided expert technical support for all Rivian products, concentrating on solving complex issues on the first contact and boosting customer satisfaction
- Created educational resources that enhanced team performance and helped streamline service operations
- Established a reputation as the go-to advisor for intricate vehicle troubleshooting and fleet support, particularly for Amazon delivery vehicles and EV charging networks
- Key Achievement: Developed an improved troubleshooting system that significantly raised first-call resolution rates and reduced vehicle service appointments
Apple Technician (Genius)
Apple Inc
06.2005 - 10.2021
- With 16 years of experience with Apple, I supported and repaired all Apple products released after 2001
- Worked as customer-facing technical support, providing repair solutions on all hardware and software issues
- Led a team of over 20 technicians who consistently exceeded company metrics and provided exceptional technical support for all Apple products
- Key Achievement: I successfully trained and certified new technicians during Apple's largest hiring phase, helping the company manage unprecedented iPhone repair demands
Skills
- Technical Training and Leadership
- Expertise in the EV Industry and Troubleshooting
- Strategic Content Development
- Collaboration Across Functions
- Team Building and Mentoring
- Customer-Focused Problem Solving
- Technical Background with Apple and Microsoft
- Proficient in Microsoft Suite
Timeline
Sr. Learning & Development Partner | Service Advisor Instructor
Rivian Automotive
02.2023 - 01.2025
Senior Service Support Advisor
Rivian Automotive
10.2021 - 02.2023
Apple Technician (Genius)
Apple Inc
06.2005 - 10.2021