Priscilla Rivera

Background

About Priscilla Rivera

I’m a dedicated Customer Experience Specialist with 13 years of experience in healthcare, passionate about turning customer insights into meaningful business outcomes and cultural change. At Henry Schein, I’m proud to be part of a team rebranding what CX means to our organization—embedding customer-centric thinking into our corporate DNA. My work focuses on closing the loop with both customers and internal teams. I developed the Executive Close Loop SOP to spotlight team members who go above and beyond, using real Voice of Customer feedback to drive internal recognition and motivation. On the other end, I lead efforts to address detractor feedback—collaborating with stakeholders across the organization to resolve issues, rebuild trust, and strengthen long-term relationships. With tools like Medallia and Salesforce, I manage escalations, track customer history, and support data-informed CX strategy. I believe great experiences starts with empathy, but thrives through action—and I’m energized by creating scalable, sustainable systems that elevate both customer satisfaction and employee engagement.