Daniel Rocha Email & Phone Number

Pharr, Tx, Us

Mcallen, Texas, United States

In my current role as Customer Service Manager, I lead a team of 6 resolution supervisors in managing the customer service operations of 1,000 employees in the US, Canada, Philippines, and Mauritius. Analyzing customer feedback and key performance metrics, I direct the resolution of complex customer issues and implement real-time support strategies. Key Achievements: • Developed and implemented an “excellence scorecard” to measure performance metrics, which led to reduced performance outliers, improved performance indicators, and enhanced team morale. • Established escalation forms for 12 lines of business to streamline resolution efficiency and improve customer satisfaction. • Conduct quality observations to assess service interactions and align customer experiences with behavior trends. • Facilitate training to increase product and policy knowledge, boost customer satisfaction, and decrease employee attrition.

Texas, United States

As Operations Manager, I oversaw high-impact performance strategies for a global team of 3,500 full-time employees and 500+ leaders in 5 sites across 4 countries, including Guatemala, Columbia, Philippines, and India. I worked closely with service partnership leadership teams to align vendor operations with company objectives, ensuring a seamless customer experience. Key Achievements: • Launched a new B2B line of business with global teams in 30 days, expanding headcount from 50 to 800 full-time employees to support service operations. • Drove program to increase Net Promoter Score (NPS), leading to 6 months in a row of over 80 in NPS.• Developed innovative performance strategies, leading to a 20-point improvement in customer satisfaction scores. • Partnered with leadership development teams to develop a strong leadership bench and enhance succession planning.

Texas, United States

In the LDPM role, I managed new hire operations with 10+ training managers and 50+ trainers for 5 call centers in the Philippines. Collaborating with a core team of 4 managers and reporting to the Senior Manager of Global Care, I managed new hire performance, tracked and trended progress, and guided action plans to achieve and exceed metric targets. Key Achievements: • Led the site in Latin America, which was #1 in the performance stack rankings among all global care call centers. • Recognized as the Top Trainer of the Year for guiding, mentoring, and developing high-performing teams.• Led continuous education initiatives for the operations team, closing knowledge gaps and enhancing expertise aligned with industry trends and company objectives. • Nurtured partnerships between service partners to align operations across multiple sites in various countries.

Texas, United States

As a Manager, I led a team of 8 supervisors and 100+ customer representatives in delivering world-class service. Reporting to the Senior Operations Manager, I leveraged financial concepts and business acumen to balance key metrics, implemented recognition programs to inspire top performance, and demonstrated leadership by modeling desired behaviors in delivering professional customer experiences. Key Achievements: • Awarded multiple commendations, including Top Manager Award, InCrowd Award for 3 years of consistent top 10% performance, and Values Manager Award for leading DEI initiatives. • Oversaw development of bilingual queue to enhance customer support and increase customer retention rates with Spanish-speaking customers.• Created a Net Promoter Score (NPS) and customer retention advocacy training to drive performance improvements in key metrics, resulting in a 5-point improvement in NPS. Note – The below is just to align your experience section on your resume. No need to include anything in the description.

Texas, United States

Texas, United States

Master Of Organizational Management

Graduated with honors in September 2024 Member, Golden Key International Honors Society Earned 90 development credits towards SHRM.

Bachelor Of Organizational Management

Graduated cum laude