Fabian Rivera Email & Phone Number

Encinitas, California, Us

• Oversee a group of Account Managers and provide strategic direction while fostering a culture of customer-centricity, collaboration, and continuous improvement to effectively drive logo/revenue retention and customer success throughout the organization.• Act as the primary account expert, ensuring that all customer Standard Operating Procedures (SOPs) are updated and well-organized.• Maintained customer retention at 100%+, renewals by 90%, and establishing engagement cadences to keep customers satisfied and committed to company services. Minimize churn by 85% by understanding customer needs and addressing concerns proactively.• Handle the monitoring and achievement of key performance indicators (KPIs) related to the team's performance, including Team Engagement, Team Quotes, Team Volume, and Team CM$, while empowering the team to strive for excellence in Net Client Retention.• Provide support in facilitating the bid process, including communication and internal award execution. Manage account projections and oversee pricing adjustments to meet client needs while ensuring profitability and adherence to company pricing strategies.• Streamline communication channels between teams to ensure prompt response to customer requests and inquiries. Champion cross-functional collaboration with different teams and leverage established connections to optimize operational effectiveness.• Organize the workflow of Account Managers, ensuring they track and deliver services according to the customer and business expectations. Proactively identify trends in service issues and develop corrective action plans when necessary.

Encinitas, California, Us

Manages a group of Account Managers and provides strategic direction to effectivelydrive logo/revenue retention and customer success throughout the organization.• Serve as account expert, ensuring all customer SOPs are up to date and organized.• Optimize communication with the teams to ensure all requests are addressed.• Provide support with bid process communication and executing awards internally. Manage pricing adjustment and account projections.• Consistently coordinate with the team to manage the load board and develop strategies to ensure appropriate prioritization and completion of critical tasks.• Organize Account Managers’ work and oversee tracking and service to ensure customer and business expectations are met by proactively identifying service issue trends and deriving corrective action plans when necessary.• Champion cross-functional collaboration with different teams

Encinitas, California, Us

Brooklyn, New York, Us

• Hired to play a pivotal role in building and scaling operations in the West Coast region for the micro-mobility startup. Held accountable for demand generation and the overall health of the micro-mobility fleet, ensuring optimal conditions to meet customer demand.• Built and led a high-performing team of 40 members, providing training and mentorship to ensure the team met operational goals.• Established and refined operational processes, streamlining workflows to drive maximum efficiency and improve service delivery.• Collaborated closely with the General Manager (GM) to forecast business growth and define strategic goals for the West Coast region.• Streamlined the build-out of a warehouse and deployment of 1K mopeds in Oakland while maintaining 95%+ fleet availability.• Defined, tracked, and reported key performance indicators (KPIs) and supply and demand metrics for new warehouse openings across the Oakland, Berkeley, and San Francisco areas.• Significantly contributed to legal and government factions to navigate regulatory challenges and accelerate the startup's expansion on the West Coast. Increased customer acquisition and ridership by 40% by identifying demand in hot market areas.

San Diego, Ca, Us

• Instrumental in transforming a stagnant asset-based logistics company into a thriving, scalable operation. Successfully spearheaded the company's expansion efforts by more than doubling the fleet size and tripling revenue within a 12-month timeframe.• Formalized a new budget, defined key performance indicators (KPIs) and metrics, built SMART (Specific, Measurable, Achievable, Relevant, Time-bound) goals, and implemented performance management strategies, resulting in a 300% increase in profitability.• Effectively tracked and improved inventory management, inspections, and overall logistics processes by 25% while reducing fleet maintenance costs through data-driven analysis and the strategic opening of a terminal in Texas.• Worked closely with the President in leading key business and operational activities to create a strategic framework for scalability.• Scoped and led multiple concurrent projects while managing 25 cross-functional direct and indirect reports to increase productivity.• Analyzed business performance to drive operational improvements and conducted in-depth revenue, customer, and market analysis to inform strategic decision-making. Prepared weekly KPI reports to monitor and communicate performance trends.• Skillfully negotiated vendor contracts to secure cost savings and operational efficiencies, contributing to improved profitability.

Naperville, Il, Us

• Earned rapid promotions within the organization, ultimately overseeing and optimizing supply chain operations while contributing to substantial improvements in delivery performance, a pivotal factor in the company's successful acquisition in 2016.• Managed an extensive inventory of 3,500+ SKUs while overseeing a team of 110 direct and indirect reports, as well as managing sales orders and distribution across North America, ensuring strict adherence to on-time delivery agreements.• Reduced inventory levels by 21% and increased inventory turnover by strategically planning demand and inventory levels. Utilized ABC product classification and customer fill rate analysis, taking into account trends and seasonal sales data.• Enhanced the fill rate from 83% to 96% while achieving significant cost savings in partnership with Procurement and Logistics teams.• Cultivated strong relationships with brokers and carriers and successfully renegotiated contracts, which resulted in an increase in on-time delivery performance, rising from 91% to 99% while achieving substantial cost savings.• Collaborated closely with the CEO and participated in meetings with key customers, including Trader Joe's, Whole Foods, Sprouts, Bristol Farms, and Albertsons, to ensure customer satisfaction and alignment with their requirements.• Handled dual responsibilities as a Lead Trainer and Project Manager for the seamless transition of inventory and logistics to KeHE.• Evaluated and reported on KPIs. Analyzed data from shipping and delivering to identify and execute process improvement initiatives.• Worked with the warehouse team to streamline local deliveries, ensure safety guidelines compliance, and establish paths for growth.• Established a supplier review board based on risk management principles to enhance customer demand fulfillment.

Basking Ridge, Nj, Us

Registered Nursing/Registered Nurse

Bachelor Of Business Administration (Bba), Finance, General

Associate'S Degree, Business Administration And Management, General