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Rich Lorenzo has a diverse work experience in customer experience (CX) and operations roles. Rich most recently worked as the Director of CX Enablement at RECUR, where they were responsible for CX systems and tools implementation, knowledge management, and training and quality functions. Some notable accomplishments include launching a self-service help center, implementing a chatbot for personalized automation, and configuring a multi-brand Zendesk instance.

Before that, Rich was the Senior Manager of CX Systems at Paxful. Rich also held the position of Director of CX Operations at HBO and Director of Customer Experience at Talkspace - Online Therapy. Additionally, they served as a Customer Experience Manager at Slice and a Sr. Operations Analyst at Rocket Fuel Inc.

Earlier in their career, Rich worked at Kaplan Test Prep as a Technical Support Manager and Associate Center Manager/Operations Coordinator. Rich managed customer support teams and supported transactions made through Kaplan's e-commerce portal. Rich also had experience in the education sector, working at The College of New Jersey as the Manager of Residential Networking Services Help Desk and Residential Computer Consultant.

Overall, Rich Lorenzo has a strong background in customer experience, operations, and technical support, with a focus on implementing systems and tools to improve CX.

Rich Lorenzo attended The College of New Jersey and earned a Bachelor of Science (B.S.) degree in Business Administration. No specific start or end year for their time at the college is mentioned.