Richard Schak

WORK HISTORY

SKILLS

ABOUT RICHARD SCHAK

Seasoned leader with over 10 years of experience in Customer Success, Technical Support, 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. My dedication to operational excellence and client satisfaction has established a technical support paradigm that addresses client needs with unprecedented rapidity. Our team\'s achievements, including an average Zendesk reply time under 10 minutes, resolution time below 5 hours, and CSAT score greater than 85%; are a testament to the effective playbook and procedures we meticulously crafted.In collaboration with the product and engineering teams, we\'ve streamlined the prioritization of client-requested enhancements and critical system issues. My analytical acumen now drives continuous process improvement and customer relationship management, ensuring our 30+ global clients receive top-tier technical support.Throughout my career as a leader and a high performing individual contributor, I\'ve developed and trained highly efficient teams by creating a positive culture focused on teamwork and collaboration. I take a lot of pride in empowering and supporting my colleagues, and going above and beyond to help in any way I can. I am also never afraid to get my hands dirty and lead by example. Some of my key achievements include:· Launched a fast-paced 24/7 technical support team to service 30+ clients around the globe, with average Zendesk ticketing reply time of less than 10 minutes, average resolution time of less than 5 hours, and CSAT > 85%· Managing a team of 40+ analysts in fraud prevention and risk assessment while achieving a productivity increase of over 15%· Develop analytical research skills and foster team development to provide sustained department efficiency and reduce overall needed analyst headcount by 20%· Investigate and research complex card-present and card-not-present fraud trends across retail, travel, cloud space, financial, ticketing and money transfer industries with annual fraud loss prevention of over $250 million