Daniel Rio Email & Phone Number

Remote

In this leadership role I am leading a team of Analysts to assist our CX Support Department in managing workforce staffing forecasts, gathering and analyzing data to build an improved customer experience, manage the Vonage IVR and CCaaS application, lead our Power BI department reporting, manage Qualtrics TextiQ topics, assist with reporting for Salesforce.

Remote

In this role I assisted with implementing contact center WFO processes and best practices for our Customer Service and Technical Support areas under our Customer Experience Department. Through optimization and enablement, I supported my peers and helped to reduce effort and improve our ability to move our maturity forward. Areas of focus included.

Leadership of Contact Center Operations organization of 500+ staff for various partners and programs within our service portfolio. Supporting customer success, performance adherence, team development, and strategic business growth. Excited to be part of this fantastic team!

Greater San Diego Area

Led and optimized a 24/7/365 omni-channel Contact Center to deliver an exceptional experience throughout the customer journey. The department worked diligently to engage, qualify, and nurture leads through SMS, Email, and Voice calls for a variety of industry customers. Through a focused balance of human + AI we enabled our team to be efficient, flexible.

Greater San Diego Area

In this position I shared best practices across the organization to provide Best in Class recommendations, reporting and strategy for areas involved in client student contact. I assisted in the integration of technologies such as AVAYA ACD, call recording, speech analytics, soft phones, data marts, and call routing design throughout various business units..

Greater San Diego Area

Managed programs within the Business Analytics team that improved business processes company wide. Managed the corporate CRM software implementation. Managed the Direct Lending project to move the Financial Aid department from FFELP / ELM lending process to Direct Loans for multiple campuses. Portfolio Manager for the BI Strategic Domain Area involving.

Loan Originations Operations leadership position that applied effective leadership methods, efficiently processed FFELP and Alternative student loans, evaluated financial / statistical data, enhanced strategic / tactical business processes, coached individuals for performance development, contributed to team success, and deliverd an exceptional customer.

·Managed Western states Sales operation for AARP auto & home insurance program with 10 mgmt direct reports and $4.8 million budget·Achieved 106% to goals in current year with highest sales conversion rates·Modified processing via “Zero Inventory” and real-time scheduling reducing held work by 20%·Selected to develop the corporate sales incentive plan.

·Developed sales operation for company’s re-entry into the California automobile insurance market with team of 9 sales supervisors, 95 sales consultants, and support staff to exceed objectives ·Improved quality of business through process enhancements, skills training, and streamlined call routing·Created analysis with IT for call center performance.

·Managed telephone customer service department team of eleven supervisors and two trainers·Communicated between five regional offices to deliver consistent service to all policyholders·Staffed for coverage of phone volumes, inventory of policy change mail requests and customer service levels from 7 p.m. until 7 a.m. for service, homeowners, sales, and.

Mba, Business Administration

Bachelor Of Arts, Economics