Summary
Overview
Work History
Education
Skills
Timeline
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RYAN HENSON

Garland,TX

Summary

Support and operations leader with 7+ years of experience driving high-performance customer service teams in healthcare, tech, and travel. Skilled in streamlining workflows, integrating AI and IVR systems, and enhancing customer satisfaction. Adept at leading cross-functional collaboration, talent development, and data-driven decision-making to exceed KPIs and service benchmarks.

Overview

9
9
years of professional experience

Work History

Manager of Support

Take Command Health
10.2023 - Current
  • Built and led a high-performing support team responsible for managing over 11,000 monthly chats and emails, delivering exceptional service to both internal stakeholders and external clients.
  • Improved SLA performance by implementing an AI chat solution that autonomously resolved 31% of all inbound inquiries.
  • Collaborated with Product, Engineering, Sales, and Finance teams to align support strategy with the business goals.
  • Managed staffing, hiring, and onboarding for full-time and contracted support agents. Totaling a team of 30.
  • Designed scalable workflows that reduced response times and improved resolution efficiency.

Admin Support Lead

Take Command Health
06.2022 - 10.2023
  • Hired, trained, and coached a growing admin support team.
  • Created and implemented SOPs still in use today, improving onboarding and task consistency.
  • Supported interdepartmental initiatives to increase operational efficiency and team output.
  • Utilized ticketing system to track customer requests and prioritize urgent needs.

International Sales Agent

American Airlines
12.2021 - 06.2022
  • Provided courteous, detailed travel assistance including bookings, fare info, and itinerary support
  • Utilized Sabre system for flight planning and customer communication
  • Arranged travel accommodations for groups, couples, executives, and special needs clients.

Travel Support Lead

TripActions (Navan)
01.2019 - 04.2020
  • Coached and developed support agents through weekly performance reviews
  • Led initiatives to track KPIs, monitor service levels, and drive continuous improvement
  • Promoted employee engagement and ensured high attendance and adherence

Customer Care Agent

Geek Squad (Best Buy)
08.2018 - 12.2018
  • Resolved escalations related to delivery and installation, achieving full customer satisfaction
  • Conducted root cause analysis to prevent recurring issues

Operations Agent

Envoy Air
04.2016 - 08.2018
  • Communicated flight logistics between pilots, ground crew, and agents
  • Managed critical entries into Sabre, ensuring safe calculations for fuel, cargo, and weight limits

Education

Associate of Arts -

McLennan Community College
Waco, TX
08.2016

Associate of Arts -

Trinity Valley Community College
Athens, TX
05.2012

Skills

  • AI-enhanced chat support solutions
  • Skilled in IVR system implementation
  • SLA optimization
  • Talent acquisition
  • Onboarding
  • Performance coaching
  • Cross-functional collaboration
  • Innovation and creativity
  • Staff development
  • Data-driven decision making

Timeline

Manager of Support

Take Command Health
10.2023 - Current

Admin Support Lead

Take Command Health
06.2022 - 10.2023

International Sales Agent

American Airlines
12.2021 - 06.2022

Travel Support Lead

TripActions (Navan)
01.2019 - 04.2020

Customer Care Agent

Geek Squad (Best Buy)
08.2018 - 12.2018

Operations Agent

Envoy Air
04.2016 - 08.2018

Associate of Arts -

McLennan Community College

Associate of Arts -

Trinity Valley Community College

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