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 / Jira, Vonage Contact Center, Litmos learning, Employee Engagement survey and partner with the corporate BI Team on Operational analysis.

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 Salesforce reporting through Managed Package API data, Power BI report development, data stewardship, and establishing a formal demand forecast model with all necessary input tracking across business units and queues.

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, and carry our corporate values into each and every omni-channel experience.

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. I analyzed and investigated process improvement options to respond to the voice of the customer. I evaluated workforce management optimization and strategies for efficient contact center improvements. I supported unit leaders in understanding and achieving plan goals and contact center metrics to deliver exceptional experiences at every interaction. I performed UAT and testing on all systems to ensure upgrades and patches met requirements. I created and managed our Departmental SharePoint pages providing critical process information to Agents and Management.I led a team of Contact Center Analysts with accountability for the AVAYA Predictive Dialer, AVAYA CMS Supervisor, CalabrioOne, ECHI, Speech Analytics and contact center maturity evolution. Through networking with other centers and career development we stay on top of the latest industry trends to be a trusted advisor to the organization. Previously known as Bridgepoint Education.

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 Data, Records, and Web Content Management. Business Relationship Manager performing Opportunity Assessment and building business cases for project investment decisions

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 experience.I supported information needs of various departments using FrameworkManager, SQL, Report Studio reports with graphical analysis, and assisted in managing the Cognos ReportNet Admin role for the company. I was instrumental in process documentation and development of key operational reporting. Our team handled the Monthly Financial Portfolio reporting for a $10.3B portfolio of loans and audit support. I also supported the Call Center routing for our Avaya G3 switch.Reporting to the CFO I also had accountability for private loan product management ensuring communication of product information, changes, or enhancements across the organization, creating and maintaining a central repository for current product information, pricing, credit policy, borrower correspondence, and documentation; including version control, gathering consensus and appropriate approvals for new products or changes, monitoring of product performance and escalate product outages or failures and working with Technology Quality Assurance and business sponsors during deployments to ensure successful implementations.Helped to develop / lead process improvement efforts, enhanced / supported Operational reporting, and ensured effective reconciliation between systems. Incorporated Lean Six Sigma knowledge into departmental projects such as Activity Based Costing Model and Private Loan "Look to Book" Analysis.

·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 increasing growth & supporting strategic objectives·Created/implemented company wide operations performance system enabling management to effectively coach via interactive reporting & dynamic run charts·Analyzed performance of CTI implementation to refine designs improving call flow to staff achieving a 10% reduction in transferred calls·Involved in process scorecard review and best practices council to improve performance of site processes and customer satisfaction·Designed national Sales campaign for six centers two years in a row with training of Sales Blitz for skill development during roll out of enhanced sales model

·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 reporting and tracking of implemented process enhancements·Trained new hires on systems, sales techniques and operational procedure including the design of training manuals, role play casework and exams·Achieved growth of over 31,000 policies in first year of operation across 4 distribution channels·Enabled customer credit card payment processing to shorten the sales cycle time ·Communicated with claims department to identify initial book of business loss trends and made changes in policy issuance documentation to help control losses·Operation was moved to Spokane, WA and Knoxville, TN sites resulting in closing of company

·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 claims lines nationally·Coached supervisor team on performance management, motivation and leadership skills ·Reviewed department performance, training and strategic planning monthly·Managed $4.3 million budget with quarterly variance reporting and analysis to plan·Developed departmental operating, hiring, and training plans

Mba, Business Administration

Bachelor Of Arts, Economics