RICHARD DRAY
AUSTIN,TEXAS
Summary
A rigorous, energetic professional with 5+ years of experience in Fraud, Risk, Payments, E-Commerce, Product Management, Service Delivery, Employee Management and Quality Assurance. Experienced in taking a thorough, data-driven approach to product improvement and leveraging excellent written and verbal communications skills to ensure a collaborative, cross-functional delivery of solutions. Accustomed to working through ambiguity under tight deadlines.
Overview
6
6
years of professional experience
Work History
Service Delivery Operations Team Lead (Risk/Fraud)
Accenture (Meta Contract)
04.2021 - 06.2023
- Global product manager for two separate E-commerce trust and safety teams focused on Risk Management and Fraud Prevention.
- People lead focused on cultivating a culture of continual service improvement through data-driven decision making and performance management.
- Collaborated with cross-functional teams to resolve issues at scale for the project while working in an environment with substantial ambiguity.
- Experienced in reporting high-level product metrics, developing solutions to RCA plans, leveraging dashboards, and developing scalable process improvements
Quality Assurance Analyst
Accenture (Meta Contract)
03.2019 - 04.2021
- Delivered Quality Audits on multiple Risk and Payments products and provided performance improvement plans across several teams
- Maintained weekly quality metrics above 90% through individual and team focused actions that emphasized collaboration, delivery, reflection, and improvement
- Supervised multiple project deliverables with minimal direction, and worked cross-functionally to deliver process improvements at a global scale
- Leveraged deep product knowledge and analytical skills to improve on existing procedures and build new processes, workflows, policies & functions
- Accustomed to making critical decisions that stand up to scrutiny from multiple sources
- Recognized with “Highest of High Fives” award for adapting newly developed client escalation workflow and handling added responsibilities without any drop in delivery
Risk and Payments Support Specialist
BC Forward (Meta Contract)
11.2018 - 03.2019
- Broke down and evaluated user problems using excellent written communication skills, personal expertise and probing questions.
- Developed and maintained strong collaborative relationships with cross-functional teams to deliver excellent customer service, both externally to our users and internally to our client.
- Took on a PoC role within the team to ensure that all work and information was complete and accurate.
- Comfortable working under ambiguous and newly-forming Risk and Payments policies
Process Analyst
BC Forward (Meta Contract)
08.2017 - 11.2018
- Delivered excellent content curation services on a Meta contract (Project Eagle).
- Established Quality assurance procedures and policies from the ground up to improve service delivery and performance of the team.
- Analyzed and documented new processes for executive leadership and suggested areas for improvement that helped expand the team.
- Built and maintained effective communication with project relevant stakeholders
Education
BA - English/Mass Communication
Texas State University
San Marcos, TX12.2016
Skills
Hard Skills:
MS Office Suite
Workday
Workplace
Asana
G Suite
Excel
Zendesk
SRT
Tasks
Data Analysis
Data Entry
Team Leadership
People Management
Product Management
Project Management
Process Improvement
Risk Investigation
Report Building/Presentation
RCA Development
Interdepartmental Collaboration
-
Communication; Excellent oral and written communication skills
Collaborative: Experienced working with cross-functional teams to reach project objectives
Independent; Able to complete multiple project deliverables with minimal direction
Forward Thinking; anticipates situations and plans for multiple outcomes
Motivated; experienced in quickly picking up new software and workflows, and working under strict deadlines
References
Name Company Phone Number
Rob Turcic Accenture 865-243-5739
Albert Terrazas Accenture 512-317-2254
Krystyna Castro Accenture 830-358-8131
Timeline
Service Delivery Operations Team Lead (Risk/Fraud)
Accenture (Meta Contract)
04.2021 - 06.2023
Quality Assurance Analyst
Accenture (Meta Contract)
03.2019 - 04.2021
Risk and Payments Support Specialist
BC Forward (Meta Contract)
11.2018 - 03.2019
Process Analyst
BC Forward (Meta Contract)
08.2017 - 11.2018
BA - English/Mass Communication
Texas State University
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