Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Zachary Richard

Thornton,CO

Summary

Servant and skilled support leader that is passionate about positively impacting programs and helping participants by providing expert support. Familiar with various SaaS spaces and always looking for ways to improve operations and personalize assistance. Well-organized and resourceful with a detail-oriented and conscientious approach.

Overview

14
14

Years of Leadership

Work History

Manager of Technical Support

Glowforge
Denver, CO
08.2021 - 01.2022
  • Managed customer contact center with 21 support representatives.
  • Increased customer satisfaction ratings to 92%.
  • Oversaw supply chain and supported tech transfer projects, batch release testing, change management, and resolution of customer complaints.
  • Drove sales by developing multi-million dollar contract sales.
  • Increased sales volume and expanded product line to new retailers, warehouse clubs, and chains.

Head of Client Support

FluentStream Technologies
Denver, CO
02.2020 - 07.2021
  • Developed 24/7 Support strategy for clients and employees
  • Designed metrics to support client and market-driven culture and address company priorities.
  • Developed new employees and on-going performance assessment of current employees.
  • Cultivated culture of continuous improvement and innovation to improve efficiency and drive results.
  • Managed existing and developed new client relationships, identifying risk and growth opportunities.
  • Liaised with leadership team to support strategic opportunities and align cross-functional resources with delivery.
  • Navigated cross-functional collaboration to deliver sales forecasts and align delivery with objectives and client expectations.

Manager of Client Support

Skupos
Denver, CO
12.2018 - 02.2020
  • Designed KPI's to support client and market-driven culture and address company priorities while boosting productivity by 25%
  • Developed billing support team to handle customer invoice issues and accounts receivable outreach recovering 84k ARR within 60 days.
  • Launched Support Driven Growth strategy for generating upsell opportunities & generating 100k in AAR.
  • Responsible for building out Tier 1 & Tier 2 Support for handling B2B technical issues.
  • Developed new employees and ongoing performance assessment of current employees.
  • Implemented CSAT for support and held 94% satisfaction over 6 months.
  • Collaborated with CX leads on a churn reduction strategy for the company that resulted in monthly churn < 1.5.

Head of Operations

Moxie Denver
Denver, CO
01.2018 - 01.2020
  • Strengthened performance metrics tracking and analysis to enhance tactical and strategic company plans.
  • Developed and submitted strategy and initiative reports to highlight current actions and proposed changes with co-founders.
  • Identified and resolved unauthorized, unsafe or ineffective practices by inspecting production areas regularly.
  • Devised, deployed and monitored processes to boost long-term business success and increase profit levels 8%.

Manager, Implementation

FiveStars By SumUp
Denver, CO
07.2015 - 01.2018
  • 3 million ARR generated with a team of 4 individual contributors through software implementation & upsells.
  • Defined, built, and implemented KPIs for Implementation team which resulted in a 25% productivity increase.
  • Author and contributor to 4 different Operational playbooks to help reduce friction and remove roadblocks for individual contributors.

Education

Associate of Science -

Northland Technical & Community College
East Grand Forks, MN
12.2011

Skills

  • Client relationship building
  • Team management
  • Process improvement
  • Recruiting and Hiring
  • Business operations
  • Staff Management
  • Strategic Planning
  • Operational leadership
  • Customer-facing communication
  • Team Building
  • Operating Procedures and Policies
  • Salesforce Software

Accomplishments

  • 2X startup acquisitions including an IPO.
  • Lead organization of 40 staff members scaled from a team of 4.
  • Reduced operational expenses by 12% by streamlining operations through process improvements.
  • Launched Domestic 24/7/365 support program for 2,500 clients.
  • Generated $3 million in first-year cost savings through sourcing initiatives and business case development.

Timeline

Manager of Technical Support

Glowforge
08.2021 - 01.2022

Head of Client Support

FluentStream Technologies
02.2020 - 07.2021

Manager of Client Support

Skupos
12.2018 - 02.2020

Head of Operations

Moxie Denver
01.2018 - 01.2020

Manager, Implementation

FiveStars By SumUp
07.2015 - 01.2018

Associate of Science -

Northland Technical & Community College

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