Steven Rivera Email & Phone Number

New York, Ny, Us

Responsible for facilitating ownership of customer experience excellence throughout our company. Our vision for customer experience excellence is alignment to strategic customer segments’ expectations and goals, for seamless (smoothly connected), transparent (no hidden agendas) and frictionless (hassle-free) experience that sustains mutual growth. Reporting to the CEO and influencing the senior leadership team and business unit champions in providing seamless interactions and mutual value to customers.

New York, Ny, Us

Responsible for implementing processes to help improve customer retention, customer loyalty, satisfaction, and the overall customer experience. Managing and optimizing a network of agents and third-party vendors, defining customer service policies, set and tracking KPIs, and working cross-functionally with the e-Commerce and Marketing teams to drive improvements in the quality of service we provide to our customers. End goal...building a new experience here at Scentbird.

Warren, Nj, Us

Managing a team that handles both consumer and B2B customers from order intake, logistics, to product support. My team manages customer interactions daily via Phone, Email and Social Media, insuring that the Company’s highest standards are upheld. I work cross functionally with leaders of the eCommerce, Marketing, and Retail divisions. Defining, creating, and leading the implementation and execution of innovative strategies that deliver a consistent and trusted service experience for our customers. Creating competitive advantage, and ultimately driving revenue growth through well-served and engaged customers, championing the customer experience while balancing the realities of our business needs.

Cedar Grove, New Jersey, Us

Responsible for providing proactive and progressive leadership regarding customer service initiatives, resulting in a significant contribution to organizational growth and profitability through increased customer satisfaction, engagement, mission impact, loyalty, innovation, and revenue. Oversee our International Customer Care Center that supports sales, business development and technical support.

Newark, Nj, Us

Oversaw all customer service training development and deployment for five international marketplaces. Directed a team of four instructional designers and monitored the performance of all Global Call Center’s training teams to confirm steady progression toward finalizing all needed objectives. Ensured precise record and report functionality by discovering and implementing the appropriate database system.Accomplishments: - Created the use of alternative learning methodologies such as coaching, eLearning, clinical supervising, and shadowing to support the workforce development benchmark levels.- Metrics Improvements: Compressed new hire training by 25%, without creating a negative impact on KPI’s. - Condensed all training deployment timelines from creation to fruition by over 65%. - Launched the e-learning modules to save the company $150K in training deployments. - Introduced new training methods that improved first contact resolution by 2%- Improved new hire PRR performance by 3% within all marketplaces and augmented baseline performance by 60 days upon the acquisition of new hire entering the production floor.

Newark, Nj, Us

Administered the daily operations for the Sales Department with one other supervisor and 18 indirect reports. Monitored sales and marketing strategies for proper implementation of current products.Accomplishments: - Established the first chat platform for the company and owned the formulation of the sales intake process from lead generation to sales closing. Leadership: - Led the Audible Concierge Chat Program from inception to program launch.- Aligned all sales directives and goals to produce a focused sales team known for exceeding sales objectives.- Contributed to the operation team championing the website closing ratio (5%) by closing 23% of all sales.

Newark, Nj, Us

Managed a team of 20+ Customer Care Agents who provided account, billing and technical support for a digital product. Managed all three channels phones, email and chat at an A+ level of support. Launched several high priority projects such as chat support and international support in my tenure. - Delivered feedback, monthly reviews, and lead coaching opportunities for agents to help better their performance- Collaborated with the Training and Quality Assurance team to educate new hires and coach existing agents- Communicated with the other departments such as Marketing and Merchandising to resolve issues affecting the customer experience.