Dan Rivera Email & Phone Number

• 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

• 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

Cranston, 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

Strategic 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.

Lexington, 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

Lexington, 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.

Montego 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

Montego 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

Waltham, 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

• 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