Ryan Looney
About Ryan Looney
Ryan Looney serves as the Customer Services Director at Overleaf, where he leads a global team managing over 1800 user inquiries monthly. With extensive experience in customer service and project management, he has held various roles at Thomson Reuters and other organizations throughout his career.
Work at Overleaf
Ryan Looney has served as the Customer Services Director at Overleaf (Writelatex Limited) since 2019. In this role, he leads a remote, global team that manages over 1800 individual user inquiries each month. His responsibilities include coordinating recruitment and onboarding processes across multiple teams and managing training and learning initiatives for both end users and B2B users. He develops a knowledge base and conducts live webinars to enhance user experience. Additionally, he works on cross-functional initiatives to improve collaboration and efficiency within the company, while also identifying upsell opportunities to strengthen client relationships.
Previous Experience at Thomson Reuters
Ryan Looney held multiple positions at Thomson Reuters from 2007 to 2015. He began as an Instructional Technologist for one year, followed by three years as an Implementation Project Manager from 2008 to 2011, and then served as a Strategic Client Manager for four years until 2015. During his time in these roles, he gained experience in project implementation and client management, contributing to his expertise in customer service and support.
Education and Expertise
Ryan Looney earned a Bachelor of Arts in Sociology from Wellesley College, where he studied from 1992 to 1995. He later pursued a Master of Education in Instructional Technology at the University of Virginia, completing his studies in 2004. Additionally, he obtained a Master of Aeronautical Science in Management from Embry-Riddle Aeronautical University, where he studied from 1999 to 2003. His educational background supports his roles in customer service and instructional technology.
Career Background
Before his tenure at Overleaf, Ryan Looney worked in various roles in the aviation and education sectors. He served as a Captain for Independence Air from 1999 to 2003 and as a Flight Instructor at FlightSafety International from 1997 to 1999. He also worked as an Educational Technology and Research Coordinator at the University of Virginia from 2004 to 2007 and as an Enterprise Solutions Analyst at CFA Institute for seven months in 2015. These diverse experiences have contributed to his skill set in leadership and customer service.