Dan Rivera Email and Phone Number
Customer service leader with extensive experience in BPO and startup settings, specializing in optimizing customer operations through technology (Salesforce, Zendesk, Jira, IBM RPA). Proven track record in leading diverse teams across B2B and B2C sectors to exceed performance targets. Skilled in deploying data analytics to transform service strategies and enhance customer satisfaction in high-growth environments. Looking to leverage deep industry expertise to improve customer advocacy and operational efficiencies in forward-thinking companiesKey Accomplishments:1. Global Call Center Development: Established and scaled operations, supporting over 150 representatives and increasing AOV by 25%.2. Quality Assurance Overhaul: Enhanced global QA processes, boosting CSAT by 15%, increasing FCR by 7%, and reducing AHT by 16%.3. IBM RPA Implementation: Achieved a 60% boost in operational efficiency and a 25% cost reduction by streamlining processes with IBM RPA.4. Training Program Leadership: Developed a training program that raised customer satisfaction by 32% and employee engagement by 20%.5. Project Delivery Leadership: Led cross-functional teams, improving project efficiency by 25% and customer satisfaction by 15%.Competencies:• Global CRM Leadership: Expert in managing Salesforce and ZenDesk, significantly enhancing CSAT, FCR, and SLA, and optimizing customer and employee satisfaction.• Strategic Process Optimization: Utilized IBM RPA and Avaya to enhance call center efficiency and AOV, significantly impacting profitability and customer experience.• Advanced Data Analytics: Leveraged tools like Microsoft BI and Clarabridge for strategic decision-making, aligning with business objectives for performance improvement.• Quality Systems Architecture: Developed frameworks with JD Edwards/Oracle ERP that improved customer service standards and key metrics like AHT.• Innovative Technology Integration: Integrated technologies such as Cisco and Ring Central to revolutionize customer interactions and backend processes.• Empowerment Through Training Development: Implemented training programs using Verint and Monet insights, optimizing resource utilization and SOP development.• Cross-functional project Leadership: Directed teams with tools like Jira and MS Project, enhancing efficiency and stakeholder communication.
Wind River Environmental
View- Website:
- wrenvironmental.com
- Employees:
- 151
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Director, Customer ServiceWind River Environmental Jul 2021 - Present• Global and Remote Training Development: Led the strategic creation of a training program targeting in-house and remote customer service representatives (CSRs), trainers, and QA teams, elevating team performance and resulting in a 32% rise in customer satisfaction and 20% enhancement in employee satisfaction.• KPI Achievement across Communication Channels: Exceeded key performance indicators by improving service level agreement (SLA) metrics by 15%, increasing… Show more • Global and Remote Training Development: Led the strategic creation of a training program targeting in-house and remote customer service representatives (CSRs), trainers, and QA teams, elevating team performance and resulting in a 32% rise in customer satisfaction and 20% enhancement in employee satisfaction.• KPI Achievement across Communication Channels: Exceeded key performance indicators by improving service level agreement (SLA) metrics by 15%, increasing Calls Per Hour (CPH) by 30%, decreasing Average Handling Time (AHT) by 20%, and increasing Average Order Value (AOV) by 25%, through effective management of phone, chat, and email communications.• SMS and BI Integration for Enhanced Communication: Utilized SMS and Microsoft BI tools to streamline communications and reporting processes, achieving a 20% reduction in call volumes and a corresponding decrease in manual reporting efforts.• SOP Development for Process Optimization: Orchestrated SOP development across departments to improve process efficiency by 20% and reduce client onboarding time by 15% through detailed assessments, journey mapping, and root cause analysis. Show less
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Manager, Global Customer ServiceChase Corporation Jul 2019 - Jun 2021• Leadership of Global and Remote Teams: Directed a global, cross-cultural team of CSRs across the US, UK, and India, implementing tailored training initiatives and fostering a collaborative environment that resulted in a 30% increase in completed orders per day.• Technological Enhancements with RPA: Oversaw the successful implementation of IBM Robotic Process Automation (RPA) software, which resulted in a 60% increase in operational efficiency and a 25%… Show more • Leadership of Global and Remote Teams: Directed a global, cross-cultural team of CSRs across the US, UK, and India, implementing tailored training initiatives and fostering a collaborative environment that resulted in a 30% increase in completed orders per day.• Technological Enhancements with RPA: Oversaw the successful implementation of IBM Robotic Process Automation (RPA) software, which resulted in a 60% increase in operational efficiency and a 25% reduction in costs.• Process Streamlining within JDE ERP System: Led initiatives to streamline order processing within the Oracle JD Edwards World (JDE) ERP system, significantly increasing workflow efficiency by 25% and reducing the time and effort required for reporting by 20%. Show less -
Manager, Outbound TeleservicesLuxury Brand Holdings Jun 2017 - Feb 2019Cranston, Rhode Island Area• Direct Management and Sales Strategy Execution: Managed the Teleservices team, exceeding sales goals by 8% through strategic outreach, demand management, cross-selling, and retention efforts.• Campaign Coordination with Marketing: Collaborated on sales campaigns that achieved an 18% increase in AOV, a 15% growth in memberships, and a 10% rise in repeat orders.• Real-Time Dashboard Implementation: Enhanced data consistency across teams by 30%… Show more • Direct Management and Sales Strategy Execution: Managed the Teleservices team, exceeding sales goals by 8% through strategic outreach, demand management, cross-selling, and retention efforts.• Campaign Coordination with Marketing: Collaborated on sales campaigns that achieved an 18% increase in AOV, a 15% growth in memberships, and a 10% rise in repeat orders.• Real-Time Dashboard Implementation: Enhanced data consistency across teams by 30% through the introduction of a real-time dashboard, improving unified data usage and decision-making. Show less -
ConsultantJourney Consulting Mar 2016 - Apr 2017Strategic Customer Experience Enhancements: • Assisted a top financial organization with creating an all-encompassing roadmap to improve conversion rate and customer experience, as well as define organizational processes and procedures.• Created and implemented new initiative development and deployment strategy for non-profit organization.
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Director, Quality AssuranceVistaprint Mar 2013 - Sep 2015Lexington, Ma• Global Project Management Team Leadership: Established and led a cross-functional global team that improved project delivery timelines by 25% and customer satisfaction by 15% through enhanced communication and collaboration.• Project Management Best Practices: Implemented strategic initiatives including project Intranet pages and scorecards, which improved decision-making timelines by 20% and ensured alignment with project objectives.• Advanced Analytics… Show more • Global Project Management Team Leadership: Established and led a cross-functional global team that improved project delivery timelines by 25% and customer satisfaction by 15% through enhanced communication and collaboration.• Project Management Best Practices: Implemented strategic initiatives including project Intranet pages and scorecards, which improved decision-making timelines by 20% and ensured alignment with project objectives.• Advanced Analytics Implementation: Led the global rollout of NICE Speech Analytics and Interaction Recording tools, enhancing service quality and team productivity by 25%. Show less -
Director, Global Services And Project Implementation – Contact CentersVistaprint Aug 2011 - Feb 2013Lexington, Ma• Global Project Management Team Leadership: Established and led a cross-functional global team that improved project delivery timelines by 25% and customer satisfaction by 15% through enhanced communication and collaboration.• Project Management Best Practices: Implemented strategic initiatives including project Intranet pages and scorecards, which improved decision-making timelines by 20% and ensured alignment with project objectives.
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Director, Global Customer ServiceVistaprint Mar 2006 - Jul 2011Montego Bay, Jamaica• International Call Center Development: Spearheaded the foundational setup of international call centers, including HR and IT infrastructure, facilitating growth to over 150 CSRs globally. Locations included Jamaica, Berlin, Tunisia, and US.• Call Flow and IVR Redesign: Redesigned call flow and interactive voice response processes, leading to a 25% increase in average order value (AOV), a 13% decrease in average handling time (AHT), and a 13% improvement in … Show more • International Call Center Development: Spearheaded the foundational setup of international call centers, including HR and IT infrastructure, facilitating growth to over 150 CSRs globally. Locations included Jamaica, Berlin, Tunisia, and US.• Call Flow and IVR Redesign: Redesigned call flow and interactive voice response processes, leading to a 25% increase in average order value (AOV), a 13% decrease in average handling time (AHT), and a 13% improvement in customer satisfaction.• Service Strategy and KPI Enhancement: Created and implemented a B2B service strategy that improved client onboarding and satisfaction by 20% through effective KPI management and leader coaching Show less
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Senior Manager, Design ServicesVistaprint Mar 2005 - Feb 2006Montego Bay, Jamaica• Managed the launch of a strategic service initiative providing custom designs for clients• Led a global team of 50 graphic designers and account representatives located in Jamaica, the US, Barcelona, and India• Created sales and service incentive programs that increased sales and improved overall customer service• Led the evaluation of the department's ROI, resulting in a reorganization to support organizational growth
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Manager, OperationsVistaprint Apr 2003 - Feb 2005Waltham, Ma• Pioneered the growth of the customer service team from six inbound service agents to 40 agents encompassing global inbound/outbound, multi-channel and multi-lingual CARE teams• Implemented support functions such as agent help desk and workforce management • Championed process change to redesign the customer chat and email experience, resulting in a 28% improvement in First Contact Resolution
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Manager, Customer ServiceEsupportnow 1999 - 2002• Built a BPO customer service group from 3 inbound agents to a team of 75 • Implemented chat and email solutions, as well as designed and delivered training for contact center• Responsible for onboarding new clients, KPI success, creating reporting, and system/tool customization
Dan Rivera Education Details
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Business Administration And Management, General
Frequently Asked Questions about Dan Rivera
What company does Dan Rivera work for?
Dan Rivera works for Wind River Environmental
What is Dan Rivera's role at the current company?
Dan Rivera's current role is Director, Customer Service | Senior Customer Service Manager | Call Center Professional | Customer Success |.
What schools did Dan Rivera attend?
Dan Rivera attended University Of Massachusetts Lowell.
Who are Dan Rivera's colleagues?
Dan Rivera's colleagues are Don Morton, Ryan Callahan, Brian Harrington, Michael Doheney, Ken Johnson, Oliant Junior Saint Jacques, Cristian Giller.
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Dan Rivera
Chicago, Il -
Dan Rivera
Lawrence, Ma9suffolk.edu, cityoflawrence.com, gmail.com, cityoflawrence.com, infinitemgmtsolutionsinc.com, yahoo.com, aol.com, makelawrencebetter.com, massdevelopment.com7 +197820XXXXX
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Dan Rivera
New York City Metropolitan Area3netscape.net, worldmarket.com, icontroldata.net1 (301) 8XXXXXXX
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