Matt Schawel Email & Phone Number

Denver, Co, Us

Lead product education efforts by creating highly detailed, clear, and accessible documentation for customers, empowering them to get the most out of Rippling’s IT & Security products.Lead learning and development content creation for new hires at Rippling, reducing the time to ramp up to a fully independent support specialist.Work closely with the engineering team product teams to diagnose and resolve system anomalies, leading to a reduction in related customer complaintsPartner with the engineering and account management teams to rapidly address and resolve critical customer issuesOwn the process of creating an updating internal and external product documentation leading to an increased deflection rate(30% to 57%) and CSAT(80% to 92%) among my team.Partner with SMB and Enterprise organizations to build custom security policies that are NIST 800-63 compliant by managing platform session and inactivity timeouts, MFA, password policies, RADIUS protected WiFi and VPNs.Lead customer implementation and content creation for Rippling Device Trust, enabling customers to secure their Single Sign-on by only allowing trusted devices to access critical business systems like Google Workspace and Entra ID.Owned the process of mitigating employee and admin account takeovers by identifying the bad actor, reverting changes made to company systems, and blocking future attacks by preventing sign-ins to Rippling by the same IP address used by the attacker.Acted as a customer advocate during executive escalations, addressing urgent technical issues by clearly explaining product behavior, root causes, and engineering's preventive actions. Set clear expectations with timelines to maintain transparency and build trust.

Enhance customer satisfaction by delivering clear, concise solutions for complex technical issues, achieving a 96% CSAT score and surpassing QA standardsLed a team of three, optimizing performance metrics through strategic resource allocation, which improved solve rates by 400% while maintaining over 95% CSAT as a teamCollaborate with the sales team to drive upselling initiatives, contributing to increased revenue and customer satisfactionCreate internal support documents, reducing the total time to resolution and increasing customer satisfaction

Vernon Hills, Illinois, United States

Provided timely customer service to patrons and vendors.Work closely with the General Manager, Head Professional, and Events Director to provide support in planning and running 150+ person corporate golf outings.Manage the outside operations staff to ensure a white-glove customer experience for members, golfers, and event patrons.

Vernon Hills, Illinois

Champaign, Illinois, United States

Partnered with Clinical Associate Professor Vishal Sachdev and two fellow students to develop an immersive, community-focused, interest-based, and public course with a goal of providing Gies College of Business students with an understanding of blockchain/web3 by using it as a part of the class.Crafted a proposal on Gitcoin.co to secure funding for NFT development within the course.

Urbana-Champaign Area

- Organized a 9-member executive board to fulfill AMA's mission of providing students with personal and professional growth opportunities with a focus on community and marketing-Executed a strategic marketing campaign using MailChimp, Instagram, Snapchat and University of Illinois-native platforms that resulted in 146% growth in membership-Partnered with various experienced marketing professionals to host 30+ speaking and networking events

Franklin Park, Illinois, United States