Daniel Leiva Email & Phone Number

Leander, Tx, Us

Vernier, Geneva, Ch

Austin, Texas, Us

New York, Ny, Us

-Collaborating with Services, Product, and other departments to develop instructor led trainings as needed in order to achieve organizational outcomes.-Conducting needs assessments to determine the measures required to enhance employee job performance and/or organizational operation.-Designing, developing, delivering, evaluating, updating and revising learning programs for Services client-facing new hires and Partners.-Continually assessing the effectiveness of learning and organizational development programs and identifies/incorporates best practices and lessons learned into program plans.-Mentoring new team members and more junior colleagues.

New York, Ny, Us

-Lead trainer in a team of global Learning & Development professionals to support the L&D strategy, execution, and optimization for an organization of 2000+ employees.-Supported the Global Director of Learning & Development in establishing a Product Academy to train all client-facing technical Services new hires (Success Managers, Enablement Consultants, Managed Services Consultants) and Partners responsible for $40 m book of business.-Analyzed, Designed, Developed, Implemented, and Evaluated eight global instructor led training sessions on newly developed internal products in one calendar year period.-Facilitated over 200 hours of instructor led trainings and trained over 300 new hires and partners in one calendar year period.

New York, Ny, Us

-Lead the full lifecycle of large-scale Sprinklr projects for Fortune 500 companies including, business analysis, functional specification, system design, platform configuration, testing, training, and defining support procedures.-Provide social media insights and recommendations to strategically support clients’ business practices.-Design and configure the appropriate Sprinklr solutions to meet all requirements and ensure that client expectations were fulfilled regarding platform use cases and functionality.-Perform accurate analyses and effective diagnoses of client issues and manage day-to-day client relationships.-Ensure the execution of the software deployment while anticipating future client needs or business requirements that may occur.-Ensure that all end-users were trained, educated properly, and adopted software usage within tight deadlines.-Assist the Sales Team in driving new business growth by identifying and relaying upsell opportunities that address undiscovered client needs.-Apply Sprinklr methodology, company procedures, and lead best practices in all areas of work.

Austin, Texas, Us

Austin, Texas, Us

-Managed support team with ultimate responsibility over team vision, strategy, execution, metrics, and success-Interviewed and recommended support agent candidates and trained, managed, and mentored new hires-Developed new subscription model product in conjunction with the Business Development and Engineering team -Developed and managed the product implementation strategy in order to reach seven figures in annual recurring revenues from date of launch in September to Black Friday in November-Provided direction and assistance to engineering team in prioritizing product enhancement requests-Handled fraud and complex customer escalations-Spearheaded efforts to develop an online knowledge database for customers, which improved efficiency in handling customer questions and provided a means of tracking customer concerns-Initiated and led weekly issue management meetings to facilitate communication of bugs and estimated timelines for fixes-Applied advanced product knowledge in helping new hires to the support team efficiently solve customers’ issues

Austin, Texas, Us

-Responded to every inbound support ticket (averaging 2.5k p/m with a peak of 4k in October 2017)-Recommended corrective action to address customer complaints after having identified and triaged bugs, problems, or inefficiencies that affected customers-Managed, tested, and setup product for multiple weekly promotions seen by an audience of one million newsletter subscribers-Assisted product development team in planning and execution of new feature releases-Compiled statistics on work volume, customer service requests, and complaints-Led initiative to update help desk software and migrated support accounts from Desk to ZenDesk

Washington, District Of Columbia, Us

Washington, Dc, Us

-Developed, managed, and strengthened the relationship of over a dozen program stakeholders and two major funders across four countries and three program accounts.-Lead social strategist for national and international events by creating social media communication strategies targeting key stakeholder audience.-Promoted within 12 months to manage a 200% increase in program accounts.-Managed a ten-staff team for program accounts totaling over $2 million. -Lead grant writing teams responsible for developing over $2 million in funding for three different accounts.-Supervised and negotiated partnerships with six Latin American program stakeholders at 100% success rate in satisfaction. -Championed cross-divisional best practices as member of Community of Practice committees -Managed the planning and implementation for seven major national and regional events convening subject matter leaders and experts from throughout Latin America and Europe.

-Provided strategic, informational, and policy support to the Speaker on over 2,000 legislative bills and their effects on constituents of the eighth district of Ohio -Immigration Expert - advisor to the Speaker of the House, analyzing over two dozen immigration legislation proposals with the Speaker’s Assistant for Policy on national immigration reform debate-Researched and managed legislative issues, specifically on Immigration, Foreign Affairs, Judiciary, Homeland and Cyber Security, and Defense-Concisely communicated policy positions to constituent, special interests, and other Congressional staff-Successfully defused, deescalated and repaired contentious interactions between activists and Speaker’s office