Rafirio Daniels

Overall leader and champion of customer experience function within the domains of care, support, and sales across 14 business markets. Within current tenure has increased Customer Retention, Sales, Revenue & Customer Growth :

• Champion of overall customer journey from discovery to service and is accountable to the positive progression of the experience of all customers through the retention phase
• Spearheaded the addition of over 10,000 customers in 2023 for a difference of 250% from previous year.
• Launched successful loyalty programs that resulted in increased repeat business from satisfied clients.
• Implemented targeted communication strategies to ensure timely updates on product/service developments, leading to a more informed client base.
• Utilizing customer data & feedback to achieve progression goals
• Experience consultant providing expertise to all team members within cross functional teams such as Marketing, Operations, Culture Committee, and Stakeholder Group (SVP, CEO, CMO)
• Director of customer experience team consisting of 20 experts maintaining titles such as: customer experience representative, inside sales specialist, market care specialist, customer experience manager, customer experience supervisor, inside sales supervisor, inside sales manager
• Director of contact center function exceeding key performance indicators such as quality assurance, voc, service level, average speed to answer, abandon calls, hold & wait times
• Also accountable to the standard operating procedures that impact the overall performance of contact center objectives (i.e
• Call flows, technologies & CRMs, staffing, sales targets)
• Director of sales function that contributes to the overall footprint and growth of customer base by meeting and exceeding sales targets within the digital and inside sales space
• Generated 1.7 million dollars of revenue in 2023 for 257% difference from previous year.
• Fosters cross functional collaboration between teams such as Marketing, Operations, and Finance/Accounting that contribute to the current and future state of the business
• Supports additional entities that contributes to the current and future state of sister & parent companies
• Is assigned additional duties that contribute the current and future state of customer experience function as required (i.e project management).

Consistently met and exceeded contractual & performance requirements for assigned clients within call center portfolio. Improved client satisfaction by 30% within department, and acquired three new clients during tenure. Financial responsibility for tenure with firm is over $10,000,000:

• Lead daily operations for assigned clients within contact center spaces. Successfully managed a client portfolio that dealt with application processing, energy services, fraud prevention, and healthcare.
• Took ownership of client requirements following all needs through to resolution. Increased client satisfaction overall by 30% for assigned clients.
• Efficiently led teams consisting of managers, supervisors, representatives, and other specialty roles fostering a positive work environment focused on employee engagement, teamwork, and performance.
• Led teams ranging from 15 (start up) to 500+ FTE for assigned clients achieving outlined results within KPIs/SLA's such as VOC, CSAT, QA, Service Level, etc.
• Consistently Increased team productivity and performance by analyzing data, providing ongoing training, coaching, and support to team for assigned clients. Consistently met and exceeded contractual and internal performance targets.
• Established detailed plans of action to proactively foster sustained improvement within deficient areas.
• Successfully acquired three new clients for department based on performance within assigned client portfolio.
• Was a key member of SWAT Team for department as a part of continuous improvement initiatives. Owned domains such as employee engagement, training, coaching & development, quality assurance and recruiting. for multiple campaigns.

Leader of daily operations of full cycle talent acquisition function within vendor call center. Met and exceeded daily, weekly and monthly hiring targets for multiple niche's within assigned clients. During tenure increased overall show rate by 20% resulting in increased client satisfaction and a high performing diverse talent pool:

• Lead daily recruiting operations for assigned clients over multiple locations. Initiated fully cycle efforts for assigned clients to promote effective preparation, sourcing, interviewing, hiring and onboarding.
• Managed hiring efforts for roles within niche's such as sales, technical support, finance, and customer care. Effectively communicated internally and externally with key stakeholders regarding the status of each role.
• Met and exceeded aggressive high volume hiring targets.
• Coached and mentored recruiting associates on best practices, behaviors, and trends that impacted hiring.
• Retained high-performing talent acquisition team, fostering professional development opportunities, setting performance goals, and providing continuous support for success.
• Audited ATS systems to inspect the timeliness and accuracy of applicant information as well as documentation such as offer letters.
• Increased the quality of new hires by refining job descriptions, setting clear expectations, and establishing performance metrics for success.
• Fostered lasting relationships through premier networking and branding in the community. Established key relationships with community members and entities such as chamber groups, and government resources.
• Coordinated job fairs and campus recruiting events to attract top talent from diverse backgrounds.
• Collaborated with HR team members to ensure a seamless onboarding experience for new hires through effective communication and coordination of orientation programs.
• Led training sessions for hiring managers on topics such as interviewing techniques, unconscious bias awareness, and legal considerations in the hiring process.

Frontline leader of daily operations for full cycle recruiting function within vendor call center. Met and exceeded daily, weekly and monthly hiring targets for multiple niche's within assigned clients. During tenure redefined processes and hiring practices. Increased show rate by 10% resulting in and increase in client satisfaction:

• Lead daily recruiting operations for assigned clients over multiple locations. Initiated fully cycle efforts for assigned clients to promote effective preparation, sourcing, interviewing, hiring and onboarding.
• Managed hiring efforts for roles within niche's such as sales, technical support, finance, and customer care. Effectively communicated internally and externally with key stakeholders regarding the status of each role.
• Met and exceeded aggressive high volume hiring targets.
• Managed high-volume requisition loads, ensuring timely placement of qualified candidates in open positions.
• Coached and mentored recruiting associates on best practices, behaviors, and trends that impacted hiring.
• Led cross-functional projects aimed at improving overall recruiting operations within the organization.
• Retained high-performing talent acquisition team, fostering professional development opportunities, setting performance goals, and providing continuous support for success.
• Audited ATS systems to inspect the timeliness and accuracy of applicant information as well as documentation such as offer letters.
• Increased the quality of new hires by refining job descriptions, setting clear expectations, and establishing performance metrics for success.
• Fostered lasting relationships through premier networking and branding in the community. Established key relationships with community members and entities such as chamber groups, and government resources.
• Coordinated job fairs and campus recruiting events to attract top talent from diverse backgrounds.
• Collaborated with HR team members to ensure a seamless onboarding experience for new hires through effective communication and coordination of orientation programs.
• Led training sessions for hiring managers on topics such as interviewing techniques, unconscious bias awareness, and legal considerations in the hiring process.

Effectively led the daily operations for vendor call center consistently meeting and exceeding client obligations, and key performance indicators. During tenure successfully met revenue targets with $15,000,000 financial responsibility while increasing overall scorecard efficiency 25%.

• Retained a dynamic and high performing team consisting of key personnel for project that ranged from managers, supervisors, tier 1-2 support and customer service representatives. During tenure managed anywhere from 500-1000 PT/FT FTE.
• Effectively maintained performance management strategy to identify risks, trends, and best performance to maintain healthy client relationship.
• Consistently met and exceeded key performance indicators such as Service Level, Quality Assurance, Average Handle Times, Average Hold Time, CSAT/VOC, etc.
• Developed and maintained processes and procedures that contributed to the overall satisfaction of client and it's customers.
• Managed historical/future call volume projections to enable strategic planning that impacted technologies and staffing.
• Consistently was a top performer of all vendor site and maintained a top five scorecard ranking across all sites.
• Fostered cross functional collaboration with teams such as HR, WFM, Quality Assurance, Training, IT, etc.
• Point person for contact center initiatives such as Process Improvement, Project Management, Training, Knowledge Management, Nesting, Employee Engagement, Performance Management & Analytics, etc.
• Increased first-call resolution rates through targeted training sessions focused on problem-solving techniques.
• Developed strong relationships with client by prioritizing communication and understanding their unique needs.
• Mitigated escalated issues successfully by fostering strong relationships with internal stakeholders across various departments.

Effectively led the daily operations for vendor call center consistently meeting and exceeding client obligations, and key performance indicators. During tenure successfully met revenue targets with $10,000,000 financial responsibility while increasing overall performance and client acquisition:

• Retained a dynamic and high performing team consisting of key personnel for projects that ranged from managers, supervisors,customer service representatives, and specialty roles. During tenure managed anywhere from 500-1000 PT/FT FTE.
• Effectively maintained performance management strategy to identify risks, trends, and best performance to maintain healthy client relationship.
• Consistently met and exceeded key performance indicators such as Service Level, Quality Assurance, Average Handle Times, Average Hold Time, CSAT/VOC, etc.
• Developed and maintained processes and procedures that contributed to the overall satisfaction of client and it's customers.
• Fostered cross functional collaboration with teams such as HR, WFM, Quality Assurance, Training, IT, etc.
• Managed historical/future call volume projections to enable strategic planning that impacted technologies and staffing.
• Consistently was a top performer of all vendor site and maintained a top five scorecard ranking across all sites.
• Point person for contact center initiatives such as Process Improvement, and Employee Engagement initiatives.
• Increased first-call resolution rates through targeted training sessions focused on problem-solving techniques.
• Developed strong relationships with client by prioritizing communication and understanding their unique needs.
• Managed individual projects that contributed to the current and future state of call center.
• Was able to acquire 5 new campaigns due to performance within assigned clients.
• Mitigated escalated issues successfully by fostering strong relationships with internal stakeholders across various departments.