Open To Work
Hi, I’m
Rich Boyce
New York,NY
Work Preference
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
15
Plus years of professional experience.
Work History
Pursuit
Software Engineering Fellow
12.2022 - 12.2024
Job overview
- Completed full-stack web developer training with 3 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.
Delivery.com
Merchant Onboarding Manager
07.2018 - 07.2022
Job overview
- 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 a remote 3-person QA team and coordinated with 2 international data vendors to ensure content accuracy and scalability.
- Created custom contract, registration and menu question 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.
Delivery.com
Sales Optimization Manager
09.2015 - 07.2018
Job overview
- Developed lead-gen strategies and maintained market intelligence reports using Salesforce, CartoDB, and Looker.
- Supported a 10-person 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 by an average of 7%.
- 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.
Delivery.com
Data Entry Manager
08.2012 - 09.2015
Job overview
- 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.
GrubHub
Senior Data Information Coordinator
Job overview
- Collaborated with Data and Sales team leads for a 3-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 IT, 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.
- Facilitated smooth transitions during periods of organizational change by coordinating communications between departments effectively.
- Updated internal databases regularly with seasonal menu updates across large restaurant chains.
Dotmenu
New Merchant Accounts Manager
Job overview
- 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 2 new internal roles to assist with our onboarding initiatives and scale our operations to meet the demands of a rapidly growing industry.
- Collaborated with marketing to create weekly specials marketing ad campaigns to boost the sales of our partner restaurants, increase their visibility on the website and boost our revenue for the typically slow midweek.
Dotmenu
Customer Service Manager
Job overview
- 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.
Dotmenu
Customer Service Representative
Job overview
- Provided in/outbound support to our 6,000 plus restaurant clients and their customers via phone and email.
- Delivered timely resolution for order and account-related inquiries.
- Manually processed POS transaction payments for 7 different universities with non-integrated campus cards.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Education
PursuitNew York, NY
Full-Stack Web Developer from Software Engineering Fellow
12.2024
West Virginia UniversityMorgantown, WV
3 Years of Undergraduate Study from Journalism
Skills
HARD SKILLS:
Salesforce Administration
Artificial Intelligence (AI)
- Data Management
- ChatGPT
- Process Automation
- Machine Learning Fundamentals
- Reporting & Dashboards
AudioSound Editing
- Workflow CreationManagement
ClientMerchant Onboarding
…
- Delivery Range Mapping
TECHNICAL SKILLS:
- Logistics Coordination (LMP)
Adobe Creative Cloud
- Market Research
- Acrobat Pro
- Point of Sale (POS) Integration
- Photoshop
- Sales Submission Processing
- Premiere Pro
- Tax ID Validation
Cascading Style Sheets (CSS)
Customer Service Management
ChatGPT
- CRM
DALL-E (23)
- Operational MgmtEfficiency
Formstack
- KPIs
GitHub
- Product Knowledge Mastery
Google Workspace
- Project Management
- API, Docs, Drive, Gmail, Slides
- Training & Development
HTML
Customer Service Representative
JavaScript
- Avg Handle Time (AHT)
JIRA Ticketing Software
- Conflict Resolution
Looker Studio
- Customer Feedback
Microsoft Office Suite
- Customer Satisfaction Score
- Word, Excel, PowerPoint
- Data Entry Accuracy
Python
- First Call Resolution (FCR)
React
- InOutbound Calling
Salesforce Sales Cloud
- Omnichannel Support
Shopify
- Troubleshooting
Shutterfly
Full Stack Web Developer
Slack
- Algorithms
SOVOS Tax Compliance
- API Development
SQLPostgreSQL
- Back-End Development
…
- Database Management
SOFT SKILLS:
- Front-End Development
Adaptability
- Git Version Control
Attention to Detail
Offshore Vendor Management
Collaboration
- Online Web Training
Communication
- SLA
Conflict Resolution
- Training Documents Creation
Creativity
Sales Operations
Critical Thinking
- Address Validation
Empathy
- Cross-Functional Collaboration
Interpersonal Skills
- Data Analysis
Problem-Solving
- Data Mining
Process Optimization
- Geocoding
Relationship Building
- Lead Generation
Sales EnablementSupport
- Sales Territories
Teamwork
- Territory Mapping
Work Ethic
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages
English
Native or Bilingual
Spanish
Limited Working
Interests
Audio Production
Politics
TV/Film
Technology
Journalism
Travel
Pittsburgh Steelers
WVU Mountaineers
Healthy Eating
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
Customer Service Manager
Dotmenu
Senior Data Information Coordinator
GrubHub
New Merchant Accounts Manager
Dotmenu
Customer Service Representative
Dotmenu
Pursuit
Full-Stack Web Developer from Software Engineering Fellow
West Virginia University
3 Years of Undergraduate Study from Journalism