Danny Rivera Email & Phone Number

Phoenix, Arizona, United States

Tempe, Az

Phoenix, Arizona Area

Phoenix, Arizona Area

• Direct customer support for all clients, developing a trusted relationship within the business and technical teams• Worked with clients providing knowledge transfer on both user interface and technical functionality of the system(s) (i.e. integrations, data conversion, configuration, testing, user training, etc.)• Key participant in creation and live demonstration for software system(s) to existing and potential clients• Overall client management from conception through completion of User Acceptance testing working with the clients and internal teams for incident resolution ensure deadline requirements are met• Implementation of test cases, testing plans and testing process• First point of contact to triage reported incidents determining; if working as designed or defect• Project management based on client’s Statement of Work and release schedules meeting required deadlines• Working with all internal team(s) (Engineering, Quality Assurance, Delivery, etc.) managing day-to-day client communication, service level requirements and overall expectations• Technical training of new and existing employees• Company representative at industry conferences and meetings• Software knowledge within client environments, Database, JasperSoft, Camtasia, Curl, Terminal, Confluence, Basecamp and multiple JIRA projects

Phoenix, Arizona Area

• Management of a team of five employees including training and day-to-day management• Responsible for processing, accuracy requirements, conflict resolution including team and individual goals• Responsible for updating and resolution of all conflicting information on a per customer basis• Worked directly with Customer Advisors for the completion of paperwork and receipt of documentation timely • Reviewed, processed and reconciliation for the origination of grants and loans • Daily and weekly meeting management including documentation and internal distribution• Assisted Director with customer service related issues• Proficient on required software systems including FAME, CampsVue and PeopleSoft

Gilbert Az

Consultant• Onsite client consultant responsible for improving efficiency, accuracy, policy, regulatory compliance for process/procedures• Oversee a team of nine employees in audit of client files. Responsibilities included training, quality assurance, and proper assignment of workload to ensure client requirements are exceeded • Acting Director for client responsible for customer eligibility, certification and reconciliation of grants and loans; training of existing or new procedures to their teams• Proficient of required of client software Education Loan Management Resources (ELM), Common Origination and Disbursement (COD), National Student Loan Data System (NSLDS) and Free Application for Federal Student Aid (FAFSA) Senior Financial Aid Representative• Oversee a team of six employees• Responsible packaging customer files while ensuring quality and answering questions regarding procedure by the Financial Aid Officers (FAO) on the team• Maintained 98% accuracy rate, company average 95.5%• Proficient in all packaging procedures such as under pack, re-pack and future startsFinancial Aid Representative• Responsible for maintaining 90% accuracy rate for packaging with a minimum of 20 files completed per day• Achieved 100% accuracy over a course of 45 days and 95% overall for 4 months• Promoted to Senior Financial Aid Representative

Gilbert, Az

• Answer incoming calls, up to 100 per day determining the client needs regarding the replacement/repair of auto glass. Process Insurance claims to determine coverage and to ensure proper billing and claim authorization• Responsible for cross selling clients additional product upgrades and additional products• Maintained higher than average sales goals• Maintain initial closing percentage of 65% of first time callers. Company average 55%• Maintain retention (invoiced) percentage of 84% on consistent basis, company average 73%

Phoenix, Arizona Area

• Past Due Cash - Reviewed student files which were delayed in funding in excess of 30 days, determined corrective action, and then contacted lender directly on students’ behalf to correct issues• Assisted with Loan Certification thru use of Education Loan Management Resources (ELM)• Loan Verification to ensure all documents required by student were filled out to specifications set forth by US Department of Education to complete financial aid process • Process and reconcile high volume of FFELP and private loan funds

Gilbert, Az

• Heavy phone. Responsible for contacting clients which expressed interest in credit card processing program. Approximately 50 outbound to new clients as well as additional calls for follow up• Recruited to spur business growth through effective leadership, grow call center activities, and provide solutions to small businesses• Built business relationships with members of Chandler Chamber of Commerce, East Valley Hispanic Business Alliance, and the Arizona Hispanic Chamber of Commerce to gain support for National Merchant Resources Inc.

Mesa, Az

• Contributed to the success of organization by managing performance of team and conduct training sessions on federal, and private student loan programs• Developed and implemented training materials for all on site Sales reps and Processing agents as well as for Sales reps/Processing agents from clients. Conducted training sessions for out of state clients via phone• Lead mission-driven organizational imperatives such as setting up computer Loan Vision Program, and scanning program for all federal documents to improve sales processes• Developed team leaders for Finance Specialist and Processing Agents to ensure higher performance, and better results from both departments

Tempe Az

January 2005 to August 2007President / General Manager• Launched entrepreneurial start-up business producing profitability the first year, and was ranked in Top 60 out of 1000 lenders in the country.2006 – Produced $1.3 million Revenue Exceeded set goals of $1.1 million2006 – Volume at $55 million Loan Volume In 2 years & 4 months volume reached $135 million2005 – Achieved $700,000 Revenue Exceeded projected goal of $650,000• Developed budgets, business plan, and financial analysis ensuring the company stayed within budget for sales and employee cost on a monthly basis. • Responsible for all hiring and training of all new employees as well as ongoing training• Created all written materials for training of new personnel as it pertained to all Federal and Private Loan programs, including presentation scripts which reps were to follow

Phoenix, Arizona Area

• Responsible for all hiring and training of sales reps including writing and implementing all sales presentation materials• Initiated development of computer program that maintained customer information, created reporting for business development, tracking progress, and closing percentages• Improved team closing percentages from 53% to 70% and exceeded company financial objectives • Increased Sales production from 80 completed applications per month to over 1,000 in 6 months

Phoenix, Arizona Area

• Hired and trained Education Finance Advisors, worked with marketing on advertisements, and managed inbound and outbound call center with responsibility of 120 employees• Increased loan volume productivity through development of computer programs to maintain customer service information, and increased sales volume 10% over company goalsSenior Sales Manager, January 2003 to August 2003• Overseeing 45 Education Finance Advisors and helped team to increase closing percentages from 35 % to 50 % • Obtained 129% of loan volume goal during fiscal third quarter (August-October)Sales Manager May 2002 to January 2003• Led and motivated highly productive sales team and accomplished highest loan volume and closing volume while employed with companyEducation Finance Advisor, August 2001 to April 2002• Worked one-on-one students and advised applicants on student loan programs, and helped make decisions on receiving their funding