Dan Rivera

Background

About Dan Rivera

Experienced customer service leader with a startup entrepreneurial approach to creating solutions. A strong focus on the customer journey to increase conversion rate, NPS and customer satisfaction. A proven track record for coaching, leading and establishing high performing collaborative teams that exceed customer needs and company objectives. Core Competencies-Customer Center leadership -Customer Experience mapping -Leadership and Coaching -Strategic Planning -Workflow Planning -Customer Satisfaction -Project Management -Startup experience -Process Design and Improvement Career Accomplishments-Built a successful 300 seat inbound/outbound sales and service organization, managing all day-to-day activities -Drove Net Promoter Score improvement by 13% and First Contact Resolution by 7%-Redesigned call flow and IVR processes resulting in a 25% increase in agent average order value, 13% reduction in AHT, and 13% improvement to customer satisfaction -Redefined Quality Assurance strategy to focus on the customer experience through coaching and partnerships -Established team of global project managers responsible for ensuring the contact centers are prepared to implement and support new internal and customer-facing technology, products and services Please contact me at (781) 789-7443 or Email: danrivera2001@gmail.com to discuss any global services or customer service management opportunities