Jose Pria Email & Phone Number

Discovery Bay, CA, US

American Canyon, California, US

• Provide executive leadership for WineDirect's DTC software division. I was promoted to oversee both fulfillment and software aspects of the business. In March 2023, I assumed complete ownership of the customer.
• Addressed and resolved gaps in staffing by filling 9 open positions within weeks.
• Revitalized client success across Fulfillment, ensuring efficient operations.
• Established an enterprise team, provided account management for Fulfillment and eCommerce teams, and created a training department for both functions.

American Canyon, California, US

• Expanded my leadership role to include overseeing the development of the newly formed Training Department/Professional Services. I led the expansion of the training team and implemented robust procedures and processes..
• Migrated ticketing system to Salesforce Cloud for improved metrics and enhanced metric tracking, and later to Intercom.
• Updated phone system to Zoom phones, replacing an outdated setup.
• Analyzed data and identified that 60% of tickets/calls stemmed from users' lack of system proficiency.
• Promoted each year from Sr. Manager of ClientSuccess (2019) to Director of Client Success (2020), to Sr. Director of Client Success in (2021).

American Canyon, California, US

• Promoted to a newly created role overseeing 75% of the company's monthly recurring revenue and its top 100 clients. I acted as a technical resource for non-technical sales teams, providing support and guidance. I.
• Transformed NPS from -40 to +2 in one year.
• Maintained strong account retention over tenure.

American Canyon, California, US

• During this time, I managed the frontline team, implementing structure and improving processes. I facilitated daily Scrum meetings and personally addressed at-risk clients to identify and resolve issues. Additionally.
• Single-handedly addressed an average of 200 tickets weekly.
• Reduced unanswered tickets from 780 to minimal levels within one year.
• Decreased first response time from 2.5 days to 6 hours by fostering a culture of accountability and introducing schedules and assignments.

San Rafael, California, US

• Directed technical sales, support, quoting, logistics, invoicing, and sample processing for customers and representatives. I supervised a team of 5, handling technical and non-technical inquiries. I collaborated with.
• Elevated morale through personal engagement by regularly walking the production floor, conversing with and uplifting every employee.
• Drove the development, implementation, and enforcement of policies and procedures, enhancing overall company operations.
• Introduced Zoho Support CRM ticketing system to boost team efficiency both locally and in remote locations.

Scottsdale, Arizona, US

• implemented crucial structure by establishing scheduling protocols and organizing tasks, especially for service technicians who traveled frequently. I effectively managed schedules to ensure consistent and high-quality.
• Turned around operations by implementing structural improvements and enhancing customer service performance.
• Introduced a new ticketing system, initially managed via email and shared folders.
• Improved phone metrics from a 25% to 82% answering rate during tenure.