Summary
Overview
Work History
Education
Skills
Timeline
Generic

Richard Schak

Chicago,IL

Summary

Seasoned leader with over 10 years of experience in Technical Support, Customer Success, and Fraud Strategy. Proven track record in ensuring successful fraud platform implementation and adoption by being a subject matter expert, while also offering technical expertise to clients to ensure smooth onboarding. Experience in creating technical and product support teams in fast-paced startup environments and preparing them to scale with thorough documentation and automation. Skilled in offering technical and fraud expertise to clients to maximize their ROI. Experienced in completing cross-team tasks and partnering with engineering, product, customer success, implementation and data science teams.

Overview

13
13
years of professional experience

Work History

Director of Technical Support and Customer Success

DataVisor
12.2021 - Current
  • Created a 24/7 global technical and product support team, achieving an average ticket reply time of less than 10 minutes and resolution time of less than 5 hours with CSAT score greater than 85%
  • Partner with Sales and Onboarding team on end-to-end platform/SDK, helping to troubleshoot and debug issues to ensure successful post-sales deployments and platform adoption within 3 months
  • Train clients in product implementation and best practices in using products to implement fraud strategies, and maintain documentation on product guides to ensure complete platform adoption and help lower client fraud rates by 20%
  • Documented recurring client reported issues to create playbooks and introduce automation within Zendesk using AI tooling to ensure we are meeting client service SLAs at greater than 95%
  • Help manage 20 client accounts with $15 million in ARR across fintech, banking, delivery, travel, and retail spaces, ensuring success and developing KPIs for clients’ key business metrics and fraud goals
  • Presented Monthly QBRs to clients on-site and remote, as well as internally to company leadership and stakeholders, ensuring clients’ ROI and internal OKRs
  • Collaborate with engineering and product teams to handle and escalate system issues, product bugs, and client-requested product enhancements, ensuring efficient sprint planning and development tracking and reducing client reported issues by 15%
  • Created and refined a support ticketing intelligence dashboard, presenting monthly reports on client and product trends to company leadership, helping target product problem areas and improving client product usage by 30%
  • Generate Root Cause Analyses with technical expertise and clear communication for all critical incidents, with a 5-day turnaround time

Director of Customer Success / Senior Technical Account Manager

DataVisor
12.2021 - 06.2023
  • Managed 20+ client accounts across fintech, banking, delivery, travel, and retail spaces, ensuring success and developing KPIs for clients’ key business metrics and goals, improving rule and model detection performance
  • Presented Monthly QBRs to clients on-site and remote, as well as internally to company leadership and stakeholders, ensuring clients’ ROI and internal OKRs
  • Oversaw data integration and onboarding of new customers onto our system and platform, delivering product integration and solutions for both cloud and on-premises deployment, leading to $5 million in revenue
  • Managed technical platform integration, end-to-end solution design, and product implementation for 10+ accounts in fintech and banking, ensuring seamless onboarding and client satisfaction
  • Led quarterly business reviews for executive leadership, achieving client KPIs and internal OKRs, enhancing client relationships and operational efficiency
  • Conducted trend analysis on large datasets, improving risk detection strategy and loss prevention, ensuring proper controls in place

Fraud Operations Manager – Customer Success Team

Accertify – An American Express Company
03.2019 - 12.2021
  • Supervised a team of 3-5 team leads and 40+ analysts, achieving a productivity increase of over 15% by developing their analytical research skills and fostering team development
  • Provided on-call 24/7 technical platform support to 100+ global colleagues and 40+ clients, achieving resolution times within 30minutes
  • Investigated and prevented fraud losses of over $250 million annually by researching complex fraud trends across multiple industries and using multiple platforms and databases

Fraud Team Lead – Customer Success Team

Accertify – An American Express Company
11.2017 - 03.2019
  • Supervised a direct team of 10 or more analysts and increased their productivity by 10% by providing daily coaching and training to develop their analytical research and fraud prevention skills across over 10 different merchant and travel clients, achieving >90% success rate in multi-faceted SLAs, and a client retention rate of >90%

Senior Fraud Analyst

Accertify – An American Express Company
01.2016 - 11.2017
  • Identified complex fraud schemes for multitude of retail, ticketing, and travel clients to implement fraud strategies to minimize loss and increase profitability

Fraud Analyst I & II

Accertify – An American Express Company
05.2012 - 01.2016
  • Analyzed and monitored transactions utilizing rules engine to proactively prevent complex fraud trends across 10+ merchant and travel industry clients

Education

Bachelor of Science Degree - Business Administration

University of Illinois At Urbana-Champaign
Urbana
05-2012

Skills

  • Technical Support
  • Troubleshooting
  • Communication
  • Escalations Management
  • Real-time Monitoring
  • Process Improvement
  • Fraud Strategy
  • Product SME
  • Documentation Refinement
  • AI Solutions
  • Solution Focused
  • Operational Efficiency
  • People Management
  • Analytical and Critical Thinking
  • Technical Project Management
  • System Architecture
  • AWS/GCP Cloud Deployments
  • SQL
  • Implementation & Integration
  • Training and mentoring
  • Incident management
  • Staff development
  • ITIL framework
  • Escalation management
  • SLA management
  • Customer communications
  • Remote support
  • Customer support
  • Team building
  • Technical troubleshooting
  • Operations management
  • Operations oversight
  • Technical support
  • Agile framework
  • Technology integration
  • Risk management
  • User support
  • Quality assurance
  • Written communication
  • Multitasking
  • Problem-solving
  • Teamwork and collaboration
  • Technical support coordination
  • Process design
  • Policy development
  • Staff training

Timeline

Director of Technical Support and Customer Success

DataVisor
12.2021 - Current

Director of Customer Success / Senior Technical Account Manager

DataVisor
12.2021 - 06.2023

Fraud Operations Manager – Customer Success Team

Accertify – An American Express Company
03.2019 - 12.2021

Fraud Team Lead – Customer Success Team

Accertify – An American Express Company
11.2017 - 03.2019

Senior Fraud Analyst

Accertify – An American Express Company
01.2016 - 11.2017

Fraud Analyst I & II

Accertify – An American Express Company
05.2012 - 01.2016

Bachelor of Science Degree - Business Administration

University of Illinois At Urbana-Champaign