Sonya Ryland
Hendersonville,Tennessee
Summary
Forward-thinking Social Media and Operations Manager with comprehensive experience implementing new processes and managing and planning innovations. Well-versed in corporate communication, support and branding with internal and external audiences. Deadline-driven, tenacious and successful at thriving in high-pressure environments.
Overview
17
17
years of professional experience
Work History
Social Media Manager- Safety and Customer Support
Lyft
Nashville, TN
05.2023 - Current
- Manages all daily operations for all Social Media and Crisis Communication Support teams
- Manages Social Media Support Topics and Crisis Communication inquiries regarding Safety, Policy, Community Compliance, and C-suite escalation topics.
- Created operational protocols and customer service processes to improve staff performance and external responses within social networks.
- Built and updated crisis communication plans to handle diverse situations.
- Developed and implemented successful support strategies for social media campaigns to support marketing objectives.
Program Manager - Support Operations
Lyft
Nashville, TN
02.2021 - 05.2023
- Developed and led a training and quality assurance program dedicated to enhance employee knowledge, engagement, confidence and performance within omnichannel support experiences.
- Created testing and evaluation procedures to assess support performance.
- Using data, created daily operating mechanisms, technical documentation, and processes for training and quality operations.
- Created tactical relationships with teams to propel projects and attain results.
Program Manager- Social Media Customer Support
Lyft
Nashville, TN
04.2018 - 01.2021
- Improved standard operating procedures by working cross functionally with Brand, Marketing, PR and Legal teams to create maximum customer satisfaction and facilitate regulatory compliance within policy guidelines.
- Created social media strategies to increase product and brand awareness across multiple platforms.
- Engaged with and responded to online audience through relevant comments.
- Created a channel listening strategy for social support and awareness for key issues impacting the business.
Director of Store Operations
Target
Franklin, TN
12.2006 - 12.2015
- Managed operations for ~ 200+ employees in a Retail Department Store environment grossing $48 million annually.
- Executed company strategies that included maximizing sales growth, developed and trained employees, managed profitability through payroll and other expense management, increasing YTD sales comp by over 6% exceeding profitability expectations.
- Led talent management and development as a market trainer. Recruited talent, hired and trained new leaders, while developing existing leaders on improving key KPI's, SOP's and leadership fundamentals.
- Facilitated training for new processes, tooling updates, and leadership development to store teams.
Education
Bachelor of Science - Sociology
Austin Peay State University
Clarksville, TNSkills
- Social Media Management
- Project Management
- Organizational Development
- Community Engagement
- Brand Development and Awareness
- Training Program Development
- Risk Identification
- Team Management
- Support Operations
- Content Strategy
Timeline
Social Media Manager- Safety and Customer Support
Lyft
05.2023 - Current
Program Manager - Support Operations
Lyft
02.2021 - 05.2023
Program Manager- Social Media Customer Support
Lyft
04.2018 - 01.2021
Director of Store Operations
Target
12.2006 - 12.2015
Bachelor of Science - Sociology
Austin Peay State University
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