Richard Cabral Email & Phone Number

Phoenix, Az, Us

Malvern, Pennsylvania, United States

My leadership, communication, and organizational skills are applied to liaise with stakeholders to plan and execute projects. I direct global customer service operations, financial performance, quality assurance, and technical transformations. • Administered $13+M annual budget to operate 18 global call centers with 700+K calls annually; onboarded, supervised, and mentored culturally diverse staff to fill 350+ seats to support multiple product channels. • Produced $1M in cost… Show more My leadership, communication, and organizational skills are applied to liaise with stakeholders to plan and execute projects. I direct global customer service operations, financial performance, quality assurance, and technical transformations. • Administered $13+M annual budget to operate 18 global call centers with 700+K calls annually; onboarded, supervised, and mentored culturally diverse staff to fill 350+ seats to support multiple product channels. • Produced $1M in cost savings by cutting headcount, changing contact strategy, and focusing on core CX KPIs. Show less

Malvern, Pennsylvania, United States

In this position, I maximized operational, technical, and financial performance of our North American Customer Service operations for the Diabetes Care Franchise. My team collaborated with clients using a consultative approach to understand needs and identify new opportunities to provide insight, drive efficiency, correct non-conformances, and add quantifiable value to their bottom line. • Partnered with Supply Chain Manager to conceive novel strategies that slashed warranty costs by… Show more In this position, I maximized operational, technical, and financial performance of our North American Customer Service operations for the Diabetes Care Franchise. My team collaborated with clients using a consultative approach to understand needs and identify new opportunities to provide insight, drive efficiency, correct non-conformances, and add quantifiable value to their bottom line. • Partnered with Supply Chain Manager to conceive novel strategies that slashed warranty costs by $150K.• Facilitated training for 100+ personnel on FDA-based complaint reporting requirements to safeguard timely reporting and promote customer feedback tracking by sales team. Show less

I defined needs and balanced resources to attain corporate objectives. My ability to analyze and visualize data and pivot operations to meet operational demands was instrumental in producing corporate growth. I aligned our functional goals with our corporate vision to maximize our customers’ experience.• Improved customer experience by observing & mentoring vendor staff; guided vendor’s 15-member senior leadership team to cultivate out-sourced provider culture for call center.•… Show more I defined needs and balanced resources to attain corporate objectives. My ability to analyze and visualize data and pivot operations to meet operational demands was instrumental in producing corporate growth. I aligned our functional goals with our corporate vision to maximize our customers’ experience.• Improved customer experience by observing & mentoring vendor staff; guided vendor’s 15-member senior leadership team to cultivate out-sourced provider culture for call center.• Secured $5.5M annual budget to employ 100+ staff members Show less

Malvern, Pennsylvania, United States

Delivered training & reported on new leader assimilations, team development, and group assessment progress to the Vice President of Corporate Communication. I instructed learners, audited classes, developed training materials, structured improvement plans, and assessed impacts on learning.• Fashioned 60+ in-person and remote courses for up to 350 global attendees on work instruction updates, new product releases, product recalls, emotional intelligence, interpersonal communication, and… Show more Delivered training & reported on new leader assimilations, team development, and group assessment progress to the Vice President of Corporate Communication. I instructed learners, audited classes, developed training materials, structured improvement plans, and assessed impacts on learning.• Fashioned 60+ in-person and remote courses for up to 350 global attendees on work instruction updates, new product releases, product recalls, emotional intelligence, interpersonal communication, and documentation requirements; coached managers on SMART goal format. • Drove 30% product conversion increase by developing a new skill set for non-sales employees based on the Integrity Selling concept. Show less