Richard Boyce

• 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.

• 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.

• 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.

• 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.

• 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.

• Provided in/outbound support for our 1,500 plus restaurant partners and our customer base of 2 million registered users via phone and email.
• Manually processed POS transaction payments for 7 different universities with non-integrated campus cards.
• Assisted customers in navigating our website and placing online orders, improving overall user experience.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.

• Partnered with GIS engineers to develop geospatial targeting tools essential for determining sales and marketing strategies.
• Developed new lead-gen processes curating leads through data mining, web scraping and geographic targeting.
• Championed delivery zone expansion and meal additions initiatives for online ordering to increase AOV and expand the customer base significantly for most of our merchant partners.
• Recruited two NYU undergraduate interns for market research that facilitated the creation of market intelligence reports that would direct future market expansion projects.

• 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.