Linda Rivera Email and Phone Number
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Seasoned business executive with over two decades of expertise in customer experience optimization and process improvement. As a Vice President of Customer Experience and Process Improvement, I drive organizational excellence through:- Innovative customer service strategies and quality assurance programs- Data-driven process improvements and ISO certification initiatives- Comprehensive employee training and development programs- Servant leadership and mentoring to foster team growthKey strengths:- Strategic analysis of business data for actionable insights- Design and implementation of creative incentive programs- Cross-functional team leadership and change management- Continuous improvement methodologiesPassionate about elevating customer satisfaction, nurturing emerging leaders, and contributing to professional organizations in the customer experience field.Specialties: Employee training and development, ISO certification and process improvement, customer experience, leadership and mentoring
Hilldrup Moving And Storage
View- Website:
- hilldrup.com
- Employees:
- 290
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Vice President Customer Experience And Process ImprovementHilldrup Moving And Storage Aug 1995 - PresentStafford VirginiaResponsible for the overall customer experience along with process improvement strategies to maximize organizational efficiencies. Extensive Customer Service experience. Ability to lead projects, analyze processes and map corresponding methods and procedures.
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Vice President Of Quality & Process ImprovementHilldrup 2020 - 2023As the VP of Quality & Process Implementation at Hilldrup, I oversee the strategic direction and management of our Quality and Customer Assistance Departments. My role centers on enhancing internal processes to boost customer satisfaction across all touchpoints. I am dedicated to fostering a culture of continuous improvement, driving performance enhancements in quality, claims, and customer satisfaction metrics. My responsibilities include developing infrastructures for evaluating organizational processes, leading the implementation of process improvements, and ensuring ISO compliance company-wide. With a strong focus on collaboration, I work closely with senior management and various departments to integrate quality practices throughout our operations, enhancing overall efficiency and service excellence.
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Vp Quality/Customer RelationsHilldrup 2010 - 2020As a pivotal leader at Hilldrup, I oversee the quality performance of the organization while managing the Customer Assistance and Quality Departments. My role focuses on enhancing our service delivery through strategic initiatives and training, underpinning our commitment to excellence. Reporting directly to the EVP and Chief Administration Officer, I spearhead the development and execution of key strategies that drive operational efficiency and customer satisfaction. My responsibilities include overseeing company-wide quality and incentive programs, ensuring ISO compliance, and leading the Corporate Quality Labor Training. I am dedicated to fostering a culture of continuous improvement, setting high standards for service delivery that align with our strategic goals. With a robust background in business administration and specialized relocation experience, I leverage my analytical and decision-making skills to enhance our operational capabilities and maintain high-quality standards across all levels of the organization.
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Director Of Quality And Customer RelationsHilldrup 2005 - 2010In my role as Director of Quality and Customer Relations at Hilldrup, I lead the Customer Assistance and Quality Departments, focusing on enhancing service quality and customer satisfaction across all operational levels. I am responsible for the strategic development and implementation of comprehensive training programs, quality initiatives, and customer service strategies to ensure operational excellence and profitability. My duties also include acting as a key liaison between quality/claims and various operational departments, managing company-wide incentive programs, and maintaining ISO compliance. I drive continuous improvement by collaborating closely with national accounts and internal teams to align quality and service standards with organizational goals, ensuring that Hilldrup stands out as a leader in the moving industry.
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Customer Assistance ManagerHilldrup 1995 - 2005At Hilldrup, I manage the daily operations of the Claims Department, overseeing a team of Claims Counselors to ensure exceptional service and compliance with ISO standards. My role involves the direct handling and authorization of high-value customer claims and guiding my team towards delivering fair and accurate settlements. I am actively involved in the training and development of Claims personnel, enhancing team capabilities to achieve departmental goals. My responsibilities extend to interacting with a diverse range of stakeholders including National Account and Residential customers, as well as internal teams across Sales, Accounting, and Operations. I thrive in a fast-paced, high-stress environment, constantly working to enhance customer satisfaction through strategic claim resolution and policy improvement.
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Front Office/Reservations ManagerWaikiki Banyan Hotel Aug 1987 - Feb 1990Customer Service Guest Satisfaction. Training and development of front line hotel staff in a high volume Hawaiian hotel
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Marketing AnalystAir Canada 1979 - 1985Evaluated route efficiencies and load management. Analysis of cost distribution by flight, fare and route. Previously responsible for the supervision of Customer Service Representatives in Reservations assuring complete customer satisfaction in travel arrangements.
Linda Rivera Skills
Linda Rivera Education Details
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Business/Marketing -
Leadership Fredericksburg
Frequently Asked Questions about Linda Rivera
What company does Linda Rivera work for?
Linda Rivera works for Hilldrup Moving And Storage
What is Linda Rivera's role at the current company?
Linda Rivera's current role is Strategic Customer Experience Leader | Process Improvement Expert | Mentor & Servant Leader.
What is Linda Rivera's email address?
Linda Rivera's email address is li****@****rup.com
What is Linda Rivera's direct phone number?
Linda Rivera's direct phone number is +140785*****
What schools did Linda Rivera attend?
Linda Rivera attended Mcmaster University, Humber College, Leadership Fredericksburg.
What are some of Linda Rivera's interests?
Linda Rivera has interest in Training.
What skills is Linda Rivera known for?
Linda Rivera has skills like Customer Service, Team Building, Leadership, Quality Assurance, Transportation, Strategic Planning, Process Improvement, Trucking, Change Management, Microsoft Office, Project Management, Leadership Development.
Who are Linda Rivera's colleagues?
Linda Rivera's colleagues are Harrison Howard, Abidah Ghanniy, Michael Sandell, James Anderson, Don Papke, Dick Carmichael, Valerie Sesler.
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