Experience in driving contact center channel strategy, digital transformation and change management, vendor selection, planning and implementation of the program involving all customer channels. Day to day management of operational performance and engagement metrics, manpower planning and attrition backfill along with expansion and implementations plans. Strategy planning to keep the employee focus on, by working on workforce management and giving the highest standards of contact centre productivity. Global responsibility of improving customer experience through Omni Channel and digital transformation. Global teams include USA, EMEA, ASIA and outsource vendors. Achieved Major milestones in program management and workforce optimization.
-
Customer Service Operations ManagerChewy Aug 2020 - Apr 2022Hollywood, Florida, United States• Fueled employee engagement efforts during Covid-19 and transitions to remote work, cutting annual employee attrition rate from 20% to single digits for 4 consecutive quarters• Trained and developed team managers to expand the company’s corporate social responsibility base in both quantity and quality, driving alignment with all client SLAs -
Patient Contact Center ManagerOchsner Lsu Health Shreveport May 2019 - Aug 2020Shreveport, Louisiana Area• Established a culture of accurate information capture and high quality across the organization by collaborating with external vendors to develop proper routing and skilling, maximizing scheduling ability while decreasing errors• Implemented the largest centralized schedule contact system in Northwest Louisiana and Incorporated decision tree mapping to optimize schedule accuracy, increasing hospital intake rate by 28%• Directed department activities, ensured compliance with corporate standards and drove department achievement of goals for significant performance indicators, boosting support capacity for the community and CSAT scores by 20% monthly -
Contact Center ManagerTeleperformance Jul 2006 - May 2019Shreveport, Louisiana• Piloted all facets of operational and business planning while ensuring site safety, human resource development, operational efficiency, and excellent service quality for over 175 full-time client accounts• Steered aggressive growth plan of 600+ staff, delivered on revenue and gross margin targets and budgets for 3+ years, and consistently increased over-achievement for all KPIs• Managed compliance and reporting for all call center operations, including call volume forecasting, staffing, budgeting, and payroll, to ensure repeatable procedures• Cultivated mutually beneficial partner relationships while maintaining and growing existing relationships
Rich Dasilva Education Details
-
Westchester Community CollegeLiberal Arts And Sciences/Liberal Studies -
Saint John'S UniversityBiology, General
-
High School Diploma
Frequently Asked Questions about Rich Dasilva
What is Rich Dasilva's role at the current company?
Rich Dasilva's current role is Seasoned Customer Service Operations Executive/ Servant Leader/ Customer Experience Expert/ Multilingual/ Contact Center Expert/Staffing Solutions.
What schools did Rich Dasilva attend?
Rich Dasilva attended Westchester Community College, Saint John's University, Archbishop Stepinac High School.
Not the Rich Dasilva you were looking for?
-
-
-
Richard D.
Marion, Ma1taboracademy.org -
1reiser.com
Free Chrome Extension
Find emails, phones & company data instantly
Aero Online
Your AI prospecting assistant
Select data to include:
0 records × $0.02 per record
Download 750 million emails and 100 million phone numbers
Access emails and phone numbers of over 750 million business users. Instantly download verified profiles using 20+ filters, including location, job title, company, function, and industry.
Start your free trial