In this month’s Company Spotlight, we are spotlighting an individual whose career trajectory defines what it means to grow, transitioning from answering calls as an agent to now overseeing the very engines of customer experience she once powered. But beyond the metrics and management, Ryann’s story is colored by a vibrant life outside the office. Whether she’s finding her flow through creative expression or cheering her daughter as she rounds third base, her approach to leadership is fueled by the same passion she brings to the softball field.
How long have you been at DiRAD? How has your job evolved/changed?
I’ve been with DiRAD since September 2019, so nearly 7 years. When I first started at DiRAD, we only had 1 live contact center (which is still going strong!). So, my main responsibilities were exclusive to that project. Since then, we have experienced a ton of growth in outsourced contact center services, which added a significant amount of implementation planning to my role. Working on so many different projects has given me the opportunity to gain valuable knowledge in so many different service industries.
Looking back at your career journey so far, what key experiences or decisions do you believe have significantly contributed to your growth?
15 years ago, I was answering calls in a call center. I worked my way up in the industry from entry level and I truly believe the experiences in every position along the way defined the kind of leader I am. The decision to work hard, stand out, and always set my goals higher contributed to where I am today.
Are there any skills or knowledge areas you are actively developing or plan to develop to enhance your career/skills in the coming years?
Skill/knowledge development is ongoing, and never stops. There is always more to learn and improvements to be made, in every role. Two areas that I always try to improve upon is delegation and time management. At times you can feel like your plate is overflowing and there isn’t enough time in a day to get it all done. So it’s important to trust your team, delegate what you can, and make the most efficent use of your time.
What are your favorite aspects of your job?
When you genuinely love what you do and the company you work for, it’s hard to pick a favorite. I would have to say developing employees who report to me and watching them succeed is at the top of my list.
Are there any mentors, professional networks, or resources that have been particularly valuable in supporting your career growth, and/or what advice would you give someone seeking a similar career?
The most valuable resources are my leaders, past and present. You can learn so much about the kind of leader you want to/don’t want to be. Lucky for me, I’ve had/have some of the very best! My advice for someone seeking a similar career path would be: Don’t wait for the title to start acting like a leader. Start thinking, communicating, and problem-solving at that level now. People get promoted into roles that align with their behavior and work ethic. Perform for the job you want, not the one you have!
In your previous Company Spotlight, you said one of your favorite hobbies is art. Is that still the case today? Any fun art projects or gigs recently?
I’ll always love art, but life is very busy these days so I don’t really have the time. My Daughter, however, shares in this interest and is extremely talented (far more than I!). She is taking advanced classes in school and has done some AMAZING work recently. She was also recently indcuted into the National Art Honor Society. Here are a couple of my favorite pieces.
In your previous Company Spotlight, you said one of your favorite past times is softball/baseball. Does Isabella still play? Is the sport still part of your lives today?
Yes, Isabella is still playing softball and I’m still her #1 fan! She is currently a Junior in High School and plays Varsity school ball (humble brag – she was awarded Offensive Player of the Year the last 2 yearsl) in addition to travel. Right now, she is very busy connecting with college coaches and doing all the work toward recruitment. Some exciting news is that she was recently invited to attend a prospect camp for a Division 1 college in Florida, this summer. So we’re very excited about that! It’s surreal that we’re here already. I feel like it was just yesterday she was 4 years old hitting off of a tee!