Alex Rivas
South Jordan,UT
Summary
Experienced senior leader with a proven track record in optimizing organizational, team, and individual performance. Demonstrated success in developing impactful business strategies through data-driven insights and meeting budget goals. Committed to continuous process refinement and personnel development to enhance operational efficiency in support of company initiatives. Highly collaborative communicator with an extreme ownership mentality, dedicated to fostering a culture of excellence and high morale. Adaptable critical thinker thriving in fast-paced, high-pressure environments.
Overview
9
9
years of professional experience
Work History
Director of Client Services
Resource Innovations
Salt Lake City, UT
03.2024 - Current
- Effectively directing TriState account operations in partnership with both internal and external stakeholders to optimize core functions
- Interact with external clients to understand common pain points, unique challenges, and areas of improvement needed within each program
- Forecast monthly volume to appropriately staff processing and services queues to meet service level goals
- Identified improvement strategy that increased productivity within CS by 15% within 60 days
- Developed and implemented departmental KPIs, achieving 5% revenue growth within 60 days
- Developed integral data visualizers to report on CS and client facing performance
- Leading an organization of 60 FTE, with 6 direct reports
- Created and launched department recognition program to increase morale and talent retention
- Facilitating weekly professional development programs for junior and senior level leaders
- Conducted regular process update meetings with Project Managers and Senior Leaders
Associate Director of Customer Operations |
Heyday
Salt Lake City, UT
08.2021 - 11.2023
- Managed a team of 50 FTE across Customer Experience and Marketplace Operations - dedicated to leadership and team development
- Directly responsible for creating and elevating a highly collaborative and communicative relationship with the BPO partner based in Manila and Cebu, Philippines
- Developed Customer Experience and Marketplace Operations KPIs to support company objectives while elevating customer satisfaction and catalog health
- Reduced overall company spending by 8% while increasing customer loyalty by 3% (month to month) and customer retention by 7% by identifying customer pain points through data and implementing solutions with various stakeholders
- Increased each brand's revenue growth by 3.5% month over month by managing and developing short and long-term strategic plans that directly improved financial progress
- Identified opportunities to improve internal procedures which resulted in higher quality services, FTE cost reductions, and decreased full resolution times by 29% over 12 months
- Collaborated with cross-functional team members to build and execute development plans and solutions that improved operational efficiency and customer experience within various service channels
- Managed staffing and occupancy levels at 80% or higher to meet core objectives within budget
- Developed captivating upsell and cross-sell email marketing strategy to increase customer conversion and drive repeat purchase patterns across multiple brands
- Created proactive customer support and proactive sales tactics within CX chat channels to increase customer satisfaction, conversion rates, and subscription count
- Spearheaded continuous process improvements that optimized operational agility and reduced company fixed costs by 1.5%+ month over month
- Developed Zendesk automated chatbot strategy, internal chat, and SMS procedures across 19 brands
- Organized and presented weekly, monthly, and quarterly business review data for Customer Experience and Marketplace Operations to Executive Leadership
Customer Operations Manager |
Walmart.com
Draper, UT
08.2016 - 08.2021
- Managed 75 support agents across multiple Customer Experience brands and departments - Order Operations, CX Process Analytics, Art.com CX, Hayneedle CX, Walmart Photo Labs, and Customer Escalations
- Pioneered Customer Journey Mapping to create or improve existing internal processes that reduced customer contact trends by 3.5% quarterly
- Created core KPIs within Order Operations to identify order success rate and areas of fulfillment improvement
- Implemented new systems and procedures to improve operational quality and team efficiency through Jira, Salesforce, and various other internal tools
- Oversaw hiring and onboarding of department leadership to maintain development and morale
- Analyzed and reported key performance indicators to senior leadership in weekly and quarterly business review settings while providing business recommendations of continual improvement
- Developed and executed various sales strategies to improve customer satisfaction by 5% and conversion rates by 8.5% YoY
- Introduced new operational methods to reduce full resolution times by 10%
- Identified customer contact trends and process improvement/creation opportunities by conducting RCA of customer contact and survey data
- Created proactive sales chat process within Art.com website to drive conversion rates 5% month to month
Customer Operations Manager |
Jet.com Inc.
Salt Lake City, UT
12.2014 - 08.2016
- Managed 50 support agents across multiple organizations including Fraud Prevention, Order Operations, Partner Operations and Customer Experience
- Developed and executed short and long-term strategies to achieve business objectives and financial goals
- Established and implemented standard operating procedures for quality assurance, logistics, and compliance
- Identified areas of improvement and conducted root cause analysis to solve problems and reduce order defect rate by 12%
- Created Customer Experience escalation team which handled executive level escalations and follow up on high priority contacts
- Led the development of Customer Satisfaction improvement workshops to increase CSAT scores by 5%
- Facilitated two weekly leadership development meetings for salaried and junior level leaders
- Responsible for identifying trends and areas of opportunity within CX concessions by conducting a weekly analytic deep dive
Education
BBA - Business Development and Personnel Management
Bellevue University
Bellevue, NE06.2013
Associate of Science - Business Administration and Management
Salt Lake Community College
Salt Lake City, UT06.2011
Skills
- 10 Years of Operational Leadership Experience
- 5 Years of Startup Experience
- 10 Years of Call Center Experience
- Cross-Functional Team Leader
- Team Performance Management
- Data-Driven Decision-Making
- Escalation Resolution Expert
- Root Cause Analysis Focused
- Budget Management
- Program and Process Optimization
Additional Proficiencies
- Zendesk Administrator - Including Explore and Help Center
- Salesforce
- Jira
- Amazon Seller Central Administrator
- Lucid Charts
- Google Lighthouse
- Microsoft Office - Excel, Word, Powerpoint
- Google Sheets
- Medallia, Agent Connect Administrator
- CX Moments Administrator
- NICE Administrator
Timeline
Director of Client Services
Resource Innovations
03.2024 - Current
Associate Director of Customer Operations |
Heyday
08.2021 - 11.2023
Customer Operations Manager |
Walmart.com
08.2016 - 08.2021
Customer Operations Manager |
Jet.com Inc.
12.2014 - 08.2016
BBA - Business Development and Personnel Management
Bellevue University
Associate of Science - Business Administration and Management
Salt Lake Community College