Gabe Rivero Email and Phone Number
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With over 20 years of service operations leadership experience, I am passionate about transforming organizations through innovative Customer Experience (CX) and Employee Experience (EX) strategies. My expertise lies in optimizing global operations, cloud service delivery, and managed services to drive growth, customer loyalty, and employee engagement.As a forward-thinking leader, I excel at bridging strategy and execution, crafting solutions that enhance customer satisfaction while empowering high-performing teams. My focus on portfolio management, strategic sales solutions, and SaaS engagement is grounded in a customer-first and people-centric approach.Key Achievements:✔️ Consultative Selling for Greater Value: Designed and implemented a CX sales engagement model that increased average opportunity TCV by 50 percent, creating more value for customers and Avaya.✔️ Margin Improvement and Cost Optimization: Reduced operating expenses by $31 million through global restructuring, achieving a 7-point margin improvement and increasing low-cost resource utilization to 70 percent.✔️ Driving Revenue Growth: Delivered $118 million in bookings and $101 million in revenue in FY24, surpassing midyear expectations while improving operational metrics like revenue per head.✔️ Building Talent and Expertise: Launched certification programs that issued 818 badges, completed 203 certification tracks, and enhanced workforce skills, earning recognition for excellence in CX and EX sales.✔️ Customer-Centric Organizational Design: Built a new organization in 2021, developing KPIs and methodologies that drove $12.5 million in additional revenue (8.5 percent growth in the second half of 2021).✔️ Global Leadership: Directed teams of 250 to 300 across multiple regions, delivering solutions like OneCloud Private Practice and fostering a culture of collaboration and accountability.✔️ Streamlining Processes for CX Excellence: Optimized Avaya and HPE sales engagement processes, reducing quote turnaround by 11 percent and expanding a Joint Sales pipeline to over $508 million.I believe that empowered employees drive exceptional customer outcomes. By aligning people, processes, and technology, I create solutions that elevate the customer journey and foster team success.If you share a vision for transforming CX and EX into strategic advantages, let us connect. I look forward to driving impactful collaboration and results.
Group Elite
View- Website:
- groupelite.ca
- Employees:
- 47
- Company phone:
- +971 4 404 8100
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Group EliteNew York City Metropolitan Area
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Vice President And Gm Avaya Customer Experience Services: GlobalAvaya Apr 2024 - PresentMorristown, New Jersey, Us -
Vice President: Avaya Customer Experience Services- North AmericaAvaya Jun 2023 - Apr 2024Morristown, New Jersey, Us
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Vice President And Gm, North America ServicesAvaya Apr 2021 - Jun 2023Morristown, New Jersey, Us• Directly manage a team of 800+ resources with indirect oversight of 4K+ resources, responsible for leading the organization that aligns with our global services delivery teams and holding accountability of $280M run rate business• Collaborate with sales North America senior vice president and CRO to identify the strategy and ensure 100% execution and delivery of revenue expectations on a quarterly basis, including removing any barriers and allocating resources to achieve growth plans• Integral to building the new organization in 2021, taking the first half of FY21 to establish job profiles and roles, aligning on the responsibility matrix to work cross-functionally, developing KPIs, scorecards, tools, and methodologies, while also aggressively hiring to drive the execution phase, ultimately identifying $12.5M in additional revenue (8.5% revenue increase for the 2nd half of 2021)
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Vice President, Private Cloud Solution DeliveryAvaya Apr 2020 - Apr 2021Morristown, New Jersey, Us• Led 250-300 resources globally throughout multiple regions including North America, South America, European/Middle East, and APAC, effectively delivering on OneCloud Private Practice (a brand new solution and portfolio)• Held accountability of post-sales solution implementation, customer migration/adoption and then to revenue (ARR), taking a $1.5M run rate business revenue and accelerating it to $18M in FY20 to achieve an 83% revenue growth• Grew the organization in terms of deploying customers, including improving time to revenue by 35% by establishing efficiencies, reducing point of closure, and decreasing costs due to efficiencies and automation to achieve an 81% increase in productivity
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Senior Director - Avaya Enterprise Cloud & Managed ServicesAvaya Nov 2018 - Apr 2020Morristown, New Jersey, Us• Promoted into Senior Director when the current Global VP of services line of business resigned, resulting in taking accountability in an interim capacity for private cloud and managed services with $300M+ annual run rate• Responsible for 3K+ employees in 30 countries, executing the realignment to support pre-sales, provide bid support, deploy solutions/on-board new customers, as well as deliver technical and operational support of the sales team to drive growth• After new SVP came on, led a tiger team reporting directly to CEO on the managed services core business with $277M run rate, exceeding the target growth by 1% and in the 2nd half of the year accelerated Q3 revenue by 20% and Q4 by 7%
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Director Avaya Services Delivery- Solution Governance And Vendor ManagementAvaya Jun 2017 - Nov 2018Morristown, New Jersey, Us• Established a solution and vendor governance process working with 3rd party suppliers and major outsource providers delivering on the services business, to ensure Avaya’s quality of service and standard of care, while optimizing total 3rd party expense.• Oversaw a top program to optimize a major outsourcing agreement negotiating new terms, pricing, and resulting in the repatriation of +1,000 employees in multiple regions around the globe. Achieved a 35% cost reduction on $100M annual spend, improved the services experience for customers while driving bottom-line growth and increased margins
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Director And Managing Principal: Solution DesignDxc Technology Mar 2017 - Jun 2017Ashburn, Virginia, Us• Transitioned to HPE as part of Avaya/HPE outsourcing agreement to lead critical sales engagements for Avaya and Sales Operations function for HPE/DXC on Cloud Services sell through and sell to opportunities, gaining 15% YOY growth in the 1st year and 10%+ in year 2 despite market downturns• Streamlined Avaya/HPE sales engagement process to reduce quote turnaround by 11% while also enabling and growing a Joint Sales pipeline to $508M+ due to increased sales support and knowledge sharing• Completed delivery LOE/cost analysis for services portfolio uncovering an additional 9% gross margin, including performing market rate analysis of Avaya's services portfolio pricing resulting in realignment efforts across other products• Exceeded request for quote turnaround SLAs for 22 consecutive months, achieving 100% attainment by focusing on the organizational vision and developing transformational strategies -
Director And Managing Principal: Solution DesignHewlett Packard Enterprise Nov 2014 - Mar 2017Houston, Texas, Us• Transitioned to HPE as part of Avaya/HPE outsourcing agreement to lead critical sales engagements for Avaya and Sales Operations function for HPE on Cloud Services sell through and sell to opportunities, gaining 15% YOY growth in the 1st year and 10%+ in year 2 despite market downturns• Streamlined Avaya/HPE sales engagement process to reduce quote turnaround by 11% while also enabling and growing a Joint Sales pipeline to $508M+ due to increased sales support and knowledge sharing• Completed delivery LOE/cost analysis for services portfolio uncovering an additional 9% gross margin, including performing market rate analysis of Avaya's services portfolio pricing resulting in realignment efforts across other products• Exceeded request for quote turnaround SLAs for 22 consecutive months, achieving 100% attainment by focusing on the organizational vision and developing transformational strategies -
Director- Service Design And Quality AssuranceAvaya Feb 2011 - Oct 2014Morristown, New Jersey, Us• Member of Executive Team to deliver on the execution of a $450M outsourcing agreement with HPE to assume responsibilities of Cloud Service Delivery for Avaya, as well as supporting a funnel of opportunities valued at $650M+• Actively engaged in tasks spanning Service Design, Service Transition, and Service Quality Management functions for Avaya's Managed Services Organization while also directing pre-sales bid solution support, program/project management, client activation, service delivery readiness, and service quality excellence• Created and implemented a Service Design Function to ensure an accurate view of individual client P&Ls, increasing transparency and insight into the clients’ business while also accurately forecasting resource needs for service transition and service operation phase• Due to expertise, leadership, and support, assisted in achieving 18% YOY growth on $170M annual revenue, also focusing on for planning, tracking, and execution of Continual Service Improvement initiatives that aided in a 6% increase in client retention• Provided Quality Management for the Service Delivery organization that led to achieving 99% SLA average on targets of 95% or less
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Senior ManagerAvaya Sep 2005 - Feb 2011Morristown, New Jersey, Us• Spearheaded the leadership of the global delivery organization responsible for providing value added services components attached to the managed services portfolio, identifying market opportunities, and building the delivery organization for the new Release Management and Complex Configuration practice• Utilized knowledge and training to steer the alignment to ITIL Release Management methodologies, heading up the migration from US-centric to global delivery centers in best shore locations, reducing cost by 44%• Developed additional practices that drove a three-fold benefit to the services business by improving service value, client satisfaction while reducing operating expenses by 16%
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Operations ManagerAvaya Jun 2004 - Sep 2005Morristown, New Jersey, Us
Gabe Rivero Skills
Gabe Rivero Education Details
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Uc Irvine4 Course Specialization: Project Management Principles And Practices -
Regis UniversityBusiness Administration
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University Of PhoenixGeneral
Frequently Asked Questions about Gabe Rivero
What company does Gabe Rivero work for?
Gabe Rivero works for Group Elite
What is Gabe Rivero's role at the current company?
Gabe Rivero's current role is Dedicated CX Executive | Passionate about Transforming Contact Center Experiences | Expert in Customer Journey Optimization & Omnichannel Strategies | Driving Business Growth through Exceptional Customer Engagement.
What is Gabe Rivero's email address?
Gabe Rivero's email address is gabe.rivero@hp.com
What is Gabe Rivero's direct phone number?
Gabe Rivero's direct phone number is +172044*****
What schools did Gabe Rivero attend?
Gabe Rivero attended Uc Irvine, Regis University, University Of Phoenix.
What skills is Gabe Rivero known for?
Gabe Rivero has skills like Program Management, Telecommunications, Itil, Cross Functional Team Leadership, Service Delivery, Integration, Management, Managed Services, Strategic Planning, Avaya, Leadership, Service Management.
Who are Gabe Rivero's colleagues?
Gabe Rivero's colleagues are Ivan Del Rio, Jason Coorsh, Raphael Terga, Chris Nelkie, Masoud Ashrafi, Pmp®, Patrick Estepa, Mohamed Hamed.
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