Years of experience: 20

Customer Care SpecialistHelp Desk SupportCustomer ServiceTech SupportIT

Trusted by top professionals

  • KT
    Kristin Trainor
    Owner
    Verified
    I have worked with Rich multiple times over the years in three separate industries, and throughout - have found him to be highly proficient in all areas of technology, systems, and service management....

Trust Score

Exceptionally trusted; proven professional excellence.

100%
Rich's Career Path
Global Specialization LeadFeb. 2023 -
Jul. 2024
TwilioGlobal Specialization Lead
Denver, Colorado, United StatesGeneral Manager for and responsible for driving overall performance of Consumer Trust Support. Managing a global team with seven direct reports consisting of managers, team leads, and technical leads. Responsible for scale and growth, operational delivery and reporting, executive maturity and engagement, and management of specialization P&L.
Senior Manager Consumer Trust SupportAug. 2021 -
Apr. 2023
TwilioSenior Manager Consumer Trust Support
Denver, Colorado, United StatesLeading newly created global team of senior Technical Support staff providing customer facing support for Consumer Trust. The team responds rapidly to fraud, abuse, and compliance issues reported by our customers. The team was created to address significant identified gaps in positive customer experience in relation to areas of Consumer Trust. Partnering cross-functionally to quickly investig...
Technical Support ManagerApr. 2020 -
Nov. 2021
Twilio Inc.Technical Support Manager
Denver, Colorado, United StatesLeading team of 13 consisting of Technical Support Engineers and Team Lead located in Denver as well as remote employees. Team supports Twilio’s high volume email solution SendGrid which receives over 1000 tickets per day. Provide team members direct role and career coaching, in order to help achieve established KPI goals per company and team BPM via weekly scheduled 1 on 1’s and bi-weekly sc...