Dan Rivera
Director, Customer Service | Senior Customer Service Manager | Call Center Professional | Customer Success |
- Role
- Director, Customer Service at Wind River Environmental
- Location
- South Easton, MA, US
- LinkedIn followers
- 500 followers
About Dan Rivera
Customer service leader with extensive experience in BPO and startup settings…
Experience
Director, Customer Service
Jul 2021 — Present
Global and Remote Training Development: Led the strategic creation of a training program targeting in-house and remote customer service representatives (CSRs), trainers, and QA teams, elevating team performance and resulting in a 32% rise in customer satisfaction and 20% enhancement in employee satisfaction.• KPI Achievement across Communication Channels: Exceeded key performance indicators by improving service level agreement (SLA) metrics by 15%, increasing Calls Per Hour (CPH) by 30%, decreasing Average Handling Time (AHT) by 20%, and increasing Average Order Value (AOV) by 25%, through effective management of phone, chat, and email communications.• SMS and BI Integration for Enhanced Communication: Utilized SMS and Microsoft BI tools to streamline communications and reporting processes, achieving a 20% reduction in call volumes and a corresponding decrease in manual reporting efforts.• SOP Development for Process Optimization: Orchestrated SOP development across departments to improve process efficiency by 20% and reduce client onboarding time by 15% through detailed assessments, journey mapping, and root cause analysis.
Education
University of Massachusetts Lowell
Bachelor's degree
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