Summary
Overview
Work History
Education
Skills
Work Preference
Websites
Timeline
Rich Boyce

Rich Boyce

New York,NY

Summary

Support Specialist with a proven track record of delivering empathetic and effective customer and client support, account management, and onboarding within high-growth tech startups. Management experience includes both consumer and client sides, alongside sales operations, providing a comprehensive understanding of the entire business ecosystem. Proficient in leading remote teams, optimizing sales workflows, and developing insightful reports and dashboards using platforms such as Salesforce, Formstack, and Looker. My commitment to continuous learning is demonstrated through completion of postsecondary courses like the full-stack web developer program at Pursuit, ensuring alignment with emerging AI technologies.

Creative at heart, analytical by nature...always looking for a story in the data to bring structure to chaos.

Overview

12
12
years of professional experience

Work History

Software Engineering Fellow

Pursuit
12.2022 - 12.2024
  • Completed full-stack web developer training with three separate areas of focus: Leadership & Personal Development, Industry Readiness, and Technical Mastery.
  • Collaborated on real-world projects and built full-featured web applications gaining firsthand experience with APIs, version control, testing and agile practices.

Merchant Onboarding Manager

Delivery.com
07.2018 - 07.2022
  • Managed the full onboarding life cycle: CRM setup, delivery range mapping, menu entry, image procurement, and account activation.
  • Created and managed affiliate marketing contracts, including document preparation, digital signature workflows, and final distribution to stakeholders upon execution.
  • Led remote QA teams and coordinated with international data vendors to ensure content accuracy and scalability.
  • Created forms with Formstack for onboarding and internal projects, streamlining intake and documentation workflows.
  • Ensured sales compliance by validating TINs and managing communication between sales, billing, and legal departments.
  • Directed onboarding related logistics including welcome kit shipping/tracking and brand asset uploads.

Sales Optimization Manager

Delivery.com
09.2015 - 07.2018
  • Developed lead-gen strategies and maintained market intelligence reports using Salesforce, CartoDB, and Looker.
  • Supported sales team providing curated leads from data mining, web scraping, and geographic targeting.
  • Championed delivery zone expansion and meal additions online-ordering initiatives to increase AOV and expand the customer base for each of our merchant partners.
  • Recruited two NYU undergraduate interns to do market research. Their research facilitated my ability to create a sales market strategy document that would direct future market expansion.

Data Entry Manager

Delivery.com
08.2012 - 09.2015
  • Oversaw transition to offshore menu entry teams in Pakistan and South Africa, developing SOPs and QA standards.
  • Supervised in-house and remote staff, allocating assignments and ensuring SLAs were met.
  • Processed B2B contracts via Salesforce and facilitated cross-team communication for key accounts.

Senior Data Information Coordinator

GrubHub
  • Collaborated with Data and Sales team leads for a three-month data migration project that safely transferred and integrated our customer/merchant account info and our menu database following Grubhub’s acquisition of Dotmenu.
  • Supported restaurant onboarding during platform transition.
  • Coordinated with technical, sales and customer success teams to resolve onboarding issues and additional ad hoc requests.
  • Functioned as liaison for white-glove accounts during ownership transition and contributed to Grubhub’s acquisition initiatives.

New Merchant Accounts Manager

Dotmenu
  • Completed new merchant onboarding and activation of 40-80 merchants per month including management of data entry and review processes.
  • Managed vendor relationships and led ongoing training initiatives including documented feedback and web-based training for offshore teams to ensure high-quality menu content.
  • Created new internal roles to assist with our onboarding initiatives and scale our operations to meet the demands of a rapidly growing industry.

Customer Service Manager

Dotmenu
  • Supervised a team of customer service reps, providing real-time performance feedback.
  • Resolved escalated service issues, notified billing department of authorized credits issued and directed account managers to follow up with stakeholder to confirm resolution satisfaction.
  • Maintained client databases and collaborated with leadership on departmental initiatives.

Customer Service Representative

Dotmenu
  • Provided in/outbound support to restaurant clients and customers via phone and email.
  • Delivered timely resolution for order and account-related inquiries.
  • Manually processed non-integrated campus card POS system transactions.

Education

Full-Stack Web Developer -

Pursuit
12.2024

3.5 Years of Study - Journalism

West Virginia University, Morgantown, WV

Skills

Hard Skills:

Technical Skills:

Artificial Intelligence (AI)

Adobe Creative Cloud

- ChatGPT

- Acrobat Pro

- Machine Learning Fundamentals

- Photoshop

Audio & Sound Editing

- Premiere Pro

Client Merchant Onboarding

Cascading Style Sheets (CSS)

- Delivery Range Mapping

ChatGPT

- Logistics Coordination (LMP)

DALL-E (23)

- Market Research

Formstack

- POS (Point of Sale) Integrations

GitHub

- Sales Submission Processing

Google Workspace

- Tax ID Validation

- API

Customer Service Management

- Drive

- Customer Relationship Mgmt (CRM)

- Docs

- Operational Management & Efficiency

- Forms

- Performance Metrics & Analysis (KPIs)

- Gmail

- Product Knowledge Mastery

- Sheets

- Project Management

- Slides

- Training and Development

HTML

Customer Service Representative

JavaScript

- Average Handle Time (AHT)

JIRA Ticketing Software

- Conflict Resolution

Looker Studio

- Customer Feedback & Correspondence

Microsoft Office Suite

- Data Entry Accuracy

- Word Perfect

- First Call Resolution (FCR)

- Excel

- Inbound Outbound Calling

- PowerPoint

- Omnichannel Support

- Outlook

- Survey & Customer Satisfaction Score

Python

- Troubleshooting

React

Full Stack Web Developer

Salesforce Sales Cloud

- Algorithms

Shopify

- API Development

Shutterfly

- Back-End Development

Slack

- Database Management

SOVOS Tax Compliance

- Front-End Development

SQL PostgreSQL

- Git Version Control

…

Offshore Vendor Management

Soft Skills:

- Online Web Training

Adaptability

- Service Level Agreement (SLA)

Attention to Detail

- Training Documents Creation

Collaboration

Sales Operations

Communication

- Address Validation

Conflict Resolution

- Cross-Functional Collaboration

Creativity

- Data Analysis

Critical Thinking

- Data Mining

Empathy

- Geocoding

Interpersonal Skills

- Lead Generation

Problem-Solving

- Sales Territories

Process Optimization

- Territory Mapping

Relationship Building

Salesforce Administration

Sales Enablement Support

- Data Management

Teamwork

- Process Automation

Work Ethic

- Reporting & Dashboards

…

- Workflow Creation & Management

Work Preference

Work Type

Full TimePart TimeContract Work

Work Location

On-SiteRemoteHybrid

Important To Me

Company CultureWork-life balancePaid time offPaid sick leave401k matchHealthcare benefits

Timeline

Software Engineering Fellow - Pursuit
12.2022 - 12.2024
Merchant Onboarding Manager - Delivery.com
07.2018 - 07.2022
Sales Optimization Manager - Delivery.com
09.2015 - 07.2018
Data Entry Manager - Delivery.com
08.2012 - 09.2015
Senior Data Information Coordinator - GrubHub
New Merchant Accounts Manager - Dotmenu
Customer Service Manager - Dotmenu
Customer Service Representative - Dotmenu
Pursuit - Full-Stack Web Developer,
West Virginia University - 3.5 Years of Study, Journalism

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