Rick Black work email
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Rick Black personal email
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Versatile customer experience, technology, and operations leader with over 15 years of management experience. I have a proven track record of building and scaling customer service organizations, coaching and mentoring teams, streamlining workflows and processes, and revamping systems. I am at my best in work environments where I can work cross-functionally and collaboratively to solve business challenges to drive the company forward.My goal is to be an asset and a leader for an organization with a strong mission and vibrant work culture where I can continue to grow, learn, and make a positive impact. The opportunity to grow, improve, and evolve a team or business segment is what energizes and motivates me.
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Director Global Customer SupportHigher Logic Aug 2020 - PresentArlington, Virginia, Us
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Sr. Director Customer SupportSnagajob Apr 2018 - Mar 2020Glen Allen, Va, UsBusiness and operational leadership for all post-sale and post go live client technical support. Partnered collaboratively with Sales, Product, Engineering and other service organizations to champion improving the customer's experience while using Snagajob product offerings. Led service teams across 4 global locations to provide providing technical support, technical account management, and general customer service. -
Director Customer SupportSnagajob Jan 2015 - Apr 2018Glen Allen, Va, Us- Improved and stabilized support operations by decreasing average abandon rates from over 20% to under 5% and decreased average case closure time time from over 4 days to less than 2 business days- Restructured customer support organization to include an offshore partner that handled 50% of overall support contact volume and decreased cost per contact by 75%- Partnered with Customer Success team to introduce a same day turn around premium support model to aid in retention and upsell for high dollar value customers
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Sr. Director Consumer ServicesRosetta Stone Feb 2011 - Jan 2015Arlington, Virginia, Us- Grew service chat from a channel handling less than 10% of inbound contacts to over 40% of inbound contacts which led to savings of roughly 30% per contact and over $1 million annually - Developed staffing and forecasting models to enable tighter workforce management and KPI compliance which led to an increase in first contact resolution and customer satisfaction- Took over service responsibility for the Japan consumer market and improved operational service levels in the first 60 days while decreasing annual cost by $250K -
Director Consumer SuccessRosetta Stone Oct 2009 - Feb 2011Arlington, Virginia, Us- Redefined European service model resulting in savings of $600K+ annually along with increased customer satisfaction and conversion rates- Launched an upgrade path for customers which resulted in over $1 MM in additional annual revenue.- Implemented a customer pay for support plan to achieve revenue compliance in accordance with GAAP - Restructured Enterprise Training and Implementation team to reduce operating costs by 50% while at the same time clearing a work backlog that was 18 months behind
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Senior Manager Product SupportRosetta Stone Mar 2009 - Sep 2009Arlington, Virginia, Us- Standardized hiring and training practices for consumer and enterprise product support teams which led to increased employee retention and higher overall team productivity- Replaced an under-performing service partner with a new provider that cost 40% less and covered more service channels and hours than the previous service partner.
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Sr Manager Information SystemsRosetta Stone Sep 2007 - Feb 2009Arlington, Virginia, Us- Led the IT portion side of the organizational SOX and PCI compliance initiative which was required for Rosetta Stone to go public in April 2009 (RST)- Key member of an Oracle ERP overhaul involving inventory and financial improvement which enabled the company to reduce the month end close process from 20+ days to under 10 days
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Manager Business ApplicationsRosetta Stone May 2004 - Sep 2007Arlington, Virginia, Us- Led the Oracle configuration effort to launch websites in UK, Germany, France, Italy, Spain, and Japan- Facilitated the technical aspects of changing payment processors to enable multicurrency processing and also more favorable processing rates which saved $250K annually- Reduced internal help desk backlog by 50% by implementing standardized desktop configurations, troubleshooting checklists, and help case metrics and guidelines to manage technician performance
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Oracle SpecialistRosetta Stone Jun 2003 - May 2004Arlington, Virginia, Us- Defined and implemented configurations for Oracle 11i Order Management, Inventory, Shipping, and Accounts Payable Modules as part of a cross functional rapid implementation team- Led the coordination and communication around troubleshooting and remediation for all Oracle applications issues across the sales, financial, order management, HR, and inventory business teams
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Assistant Men'S & Women'S Collegiate Swim CoachWashington And Lee University Nov 2002 - Jun 2003Lexington, Va, Us- Created workouts for both men’s and women’s swim teams and helped with goal setting and overseeing team practices- Coached women’s swim team to their 10th consecutive Old Dominion Athletic Championship in addition to achieving Academic All-American honors with the 14th highest GPA among Division II schools in the US- Coached men’s team to 2nd place at the 2003 Southern States Championship event
Rick Black Skills
Rick Black Education Details
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Washington And Lee UniversityGeneral
Frequently Asked Questions about Rick Black
What company does Rick Black work for?
Rick Black works for Higher Logic
What is Rick Black's role at the current company?
Rick Black's current role is Customer Experience and Operations Professional.
What is Rick Black's email address?
Rick Black's email address is ri****@****job.com
What schools did Rick Black attend?
Rick Black attended Washington And Lee University.
What skills is Rick Black known for?
Rick Black has skills like Salesforce.com, Team Leadership, Oracle, Agile Methodologies, Saas, Software Development, Crm, Software Project Management, Enterprise Software, Vendor Management, Business Analysis, Sdlc.
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