Ryan Gomes
Operations Supervisor
New Delhi
Summary
Dynamic and results-driven professional with over 16 years of experience in driving operational excellence, leading high-performing teams, and optimizing processes. Proven expertise in Operations Management, Performance Management, and Lean Six Sigma methodologies. Skilled in fostering team empowerment and leveraging technology to streamline operations and enhance customer satisfaction.
Overview
17
17
years of professional experience
12
12
years of post-secondary education
2
2
Certifications
2
2
Languages
Work History
Supervisor, Community Support
Airbnb Capability Center
07.2022 - Current
- Ensure employee happiness by creating a trusting team; communicating direction and goals, providing regular performance feedback and developing members of the team to ensure career growth
- Drive team to meet and exceed metric expectations; understand how to leverage the team to improve outcomes and take action to meet goals
- Keep up with day-to-day management duties such as scheduling, shift approvals, team and one-on-one meetings
- Influence Leaders to ensure Host and Guest feedback is being taken into consideration
- Be a confident problem solver, create a solutions orientated environment
- Constantly evaluate workflows and find ways for them to be more efficient, relevant and valuable both internally and externally
- Understand the top user issues and make recommendations to improve Airbnb products and policies; support the team in being the voice of the customer to the rest of the company
- Stay connected to the customer by spending at least one hour/week working on tickets and handling occasional escalated issues
- Balance and prioritize the above based on seasonality and the needs of customers, team and Airbnb
- Lead and/or participate in projects outside of the scope of your department, as assigned by your manager.
Interim Operations Manager, Americas Social Media
Airbnb Capability Center
08.2021 - 06.2022
- Drive the service performance across internal and partner teams in the region, and communicate business reviews and findings to senior leadership and regional stakeholders
- Influence strategy decisions regarding regional growth and continuous improvements in the following areas: Accessibility via Social Channel, New channel and expansion of coverage in line with business growth and priorities, Operational excellence including time to response and efficiency metrics, Brand engagement, trust, loyalty and proactive engagement as measured by various quality metrics
- Execute strategic initiatives within the regions and in partnership with the Global Service Manager and regional Social Media Partner Lead
- Provide operational insights and feedback to prioritize tools, infrastructure and technology investments
- Own and execute end-to-end people strategy and management, including hiring, onboarding, talent development, retention management and team engagement
- Drive agreed performance to meet metrics goals for both internal and partner teams in close partnership with Partner Management
- Clearly articulate staffing requirements in the region to maintain service levels, and work with recruiting and/or Partner Management as appropriate to ensure hiring actions are implemented
- Proactively analyze and report on performance using Monthly, Quarterly and Global Business Reviews to respective key stakeholders
- Influence and develop communication strategy to drive the team forward
- Clearly communicate direction and goals while providing regular coaching for performance and career growth
- Hold the expertise in the functional domain as subject matter experts
- Provide leadership, guidance and peer-to-peer coaching to counterparts and peers, in addition to leading teams and guide them to navigate through complex tasks.
Supervisor, Social Media
Airbnb Capability Center
12.2019 - 07.2021
- Ensure employee happiness by creating team connection, communicating direction and goals, providing regular performance feedback and developing members of the team to ensure career growth
- Coaching the team on Social Media best practices, tonality and workflows
- Keep up with day-to-day management duties such as scheduling, shift approvals, team and one-on-one meetings
- Act as primary owner of team workflows (how customer issues are routed and resolved); have a working knowledge of all workflows and train and coach employees to ensure they are followed
- Constantly evaluate workflows and find ways for them to be more efficient, relevant and valuable both internally and externally
- Understand top user issues and make recommendations to improve Airbnb products and policies; support the team in being the voice of the customer to the rest of the company
- Stay connected to the customer by spending at least one hour/week working on posts and handling occasional escalated issues
- Drive the team to meet and exceed metrics expectations; understand how to leverage the team to improve outcomes and take action to meet goals
- Able to balance and prioritize the above based on seasonality and the needs of customers, team and Airbnb
- Work closely with the Marketing department as well as Regional Operational Managers up to and including monthly reports on your market's performance to be shared with the regional manager
- Lead and/or participate in projects outside of the scope of your department, as assigned by your manager
- Social CX strategy; collaborate closely with regional peers to support and deliver on the SM vision and strategy, own key themes within plan, execute and deliver on agreed outcomes.
Operations Service Supervisor, Channel Management
Prometric Testing Private Ltd
01.2019 - 12.2019
- Lead Supervise a team of up to 15-20 specialists including managing and balancing workloads, setting priorities and ensuring that all service levels are met
- Ensure the team serves as the primary point of contact for an assigned portfolio of test delivery points (test centers, proctors, events, etc.) for North America, LATAM and Canada
- Manage performance of the team including conducting weekly team meetings as well as 1:1 meetings
- Complete annual performance reviews and initiate corrective actions as and when necessary
- Conduct application interviews for new team members when and as required
- Prepare accurate and timely financial statements that comply with US GAAP and local statutory requirements
- Work cross-functionally with internal departments to meet test center servicing needs and ensure high levels of candidate satisfaction
- Build effective working relationships with testing sites in assigned portfolio
- Eliminate the re-incidence of operational issues by creating, documenting and communicating resolutions
- Work in a team-based environment, promoting a service excellence culture
- Improve response times via phone, email and chat to ensure exceptional customer experiences
- Field, triage, diagnose and resolve basic issues; provide closed-loop follow-through and resolution of issues
- Define and manage troubleshooting best practices for team including providing backstop-support before escalating to Operational Service Manager
- Collect and compile recurring issues, document cases for management to prioritize as needed.
Senior Team Leader Operations, US Consumer Product Services
American Express
08.2007 - 07.2018
- Lead a team of 15-20 Customer Care Professionals
- Strengthen the team by providing effective leadership; performance management, timely coaching & feedback and helping them acquire new talent, knowledge & skills
- Communicate effectively the linkage between organizational priorities and Customer Engagement Network's objectives
- Mentor new TL's and Lead CCP's across functions for them to take on additional responsibilities
- Lead and maintain employee satisfaction and morale by using reward/recognition tools available
- Initiate process improvements by identifying service delivery gaps and offering solutions for the same
- Responsible for goal setting, performance reviews and development plan for all direct reports
- Responsible for compliance for all processes and policies
- Consistently and effectively implement the Individual Development Plan (IDP) as a leadership tool to help employees maximize their performance
- Collaborate with GOCM in forecasting, scheduling and leave planning and managing internal SLA (service levels & abandon rates)
- Demonstrate superior global thinking and strong process/quality improvement mindset
- Take on the leadership role of the area in the absence of the Service Delivery Leader whenever required.
Education
Bachelor of Arts -
Shobhit University
04.2001 - 04.2013
M.A. in Mass Communication & Journalism - undefined
Amity University
Skills
Operations Management
undefinedCertification
Lean Six Sigma Green Belt, 02/2021
Accomplishments
- Annual Leadership Awards - Community Support - 12/21
- Customer Success Spotlight - Top Performing Leader - 08/21
- Highest Goal Achievement Leader - 06/21
- Above & Beyond - 01/21
- Game Changer - 11/20
- Was awarded for leading a Winning Team who won the Dream-Team Award for H2, 2017 in CEN-CPS.
- Was honored with the World Excellence Award Twice for 2012 & 2016 for my overall performance and proven Leadership Skills in CPS
- Was honored with a Q2 Award, 2016 for Most Improved Team across the Network by Anthony Devane, SVP Global CEN & GM GSN Europe
- Was honored with a Certificate of Appreciation 2015 in GSLN by Bhavna Newle Chopra, VP & BL,CEN
- Was honored with a Star Trek Award in May'15 & Aug'15. Also received a Star Trek Award for Quarter 3 (Jul - Sep'15) across GSLN as a Learning Specialist (Training) and a Star Trek Award in Jun'16 in CPS - Operations.
- Was honored with the Top of the Class 2013 Award by Jim Bush, President - GNICS
- Was awarded with the Ambassador of the Quarter 4 times consecutively in-a-row for Quarter 3 (July - Sept'12), Quarter 4 (Oct - Dec'12), Quarter 1 (Jan - Mar'13) and Quarter 2 (Apr - Jun'13).
Personal Information
Date of Birth: 11/05
Timeline
Supervisor, Community Support
Airbnb Capability Center
07.2022 - Current
Interim Operations Manager, Americas Social Media
Airbnb Capability Center
08.2021 - 06.2022
Supervisor, Social Media
Airbnb Capability Center
12.2019 - 07.2021
Operations Service Supervisor, Channel Management
Prometric Testing Private Ltd
01.2019 - 12.2019
Senior Team Leader Operations, US Consumer Product Services
American Express
08.2007 - 07.2018
Bachelor of Arts -
Shobhit University
04.2001 - 04.2013
M.A. in Mass Communication & Journalism - undefined
Amity University
Lean Six Sigma Green Belt, 02/2021
Lean Six Sigma Black Belt, 04/2021
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