RAFIRIO DANIELS
Austin
Summary
Customer service operations leader with 10+ years of experience leading contact center teams, developing employees, and improving operational performance. Proven success coaching high-performing teams, strengthening quality, improving KPI performance, and delivering exceptional customer experiences across healthcare, retail, and service organizations. Recognized for building engaged teams, driving continuous improvement, and creating cultures of success.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Customer Care Specialist
Nordstrom
01.2025 - Current
- Provide frontline leadership through real-time coaching, agent support, and performance guidance that strengthens employee success and delivers exceptional customer experiences.
- Coach agents to achieve quality assurance, AHT, ACW, adherence, and CSAT performance goals while promoting accountability and consistent service delivery.
- Strengthen team performance through quality audits, policy reinforcement, and performance coaching, helping the team achieve and maintain a 95% quality score.
- Analyze customer interactions and performance trends to identify coaching opportunities, improve operational effectiveness, and enhance the customer experience.
Head of Customer Experience
Magna Pest Solutions
01.2022 - 01.2024
- Built and led customer service operations by developing supervisors and agents, establishing performance standards, and creating scalable processes across customer service, retention, and inside sales.
- Established the Quality Assurance program through call monitoring, scorecards, calibrations, audits, and performance coaching, increasing quality performance by 15%.
- Developed supervisors and agents through one-on-one coaching, leadership development, and performance management, improving overall team performance by 35% and customer satisfaction by 17%.
- Directed recruiting, onboarding, employee development, and daily contact center operations while strengthening accountability, improving operational efficiency, and building high-performing teams.
Customer Service Manager
ICF
01.2021 - 01.2022
- Led department operations supporting government-funded healthcare programs by ensuring quality, accuracy, and compliance across high-volume application review processes.
- Served as the final quality authority by auditing applications, coaching employees, and reinforcing regulatory requirements to strengthen consistency and operational excellence.
- Partnered with training and operational leaders to improve employee performance, enhance quality standards, and drive continuous improvement across department operations.
Talent Acquisition Partner
Empereon
01.2018 - 01.2021
- Partnered with hiring managers to deliver high-volume recruiting for customer service and contact center operations.
- Strengthened hiring outcomes through candidate pipeline management, recruiting analytics, and cross-functional collaboration.
- Supported onboarding and workforce readiness by ensuring a seamless transition from candidate to employee.
Talent Acquisition Supervisor
C3 Connect
01.2017 - 01.2018
- Led and developed a high-volume recruiting team supporting contact center staffing goals.
- Improved recruiter performance through coaching, accountability, and performance management.
- Partnered with operations leaders to align hiring strategies with workforce demands and service level objectives.
Contact Center Manager
GDIT
01.2015 - 01.2017
- Led supervisors and agents to achieve quality, customer service, and operational performance goals across a multi-tier healthcare contact center.
- Developed supervisors through performance scorecards, KPI analysis, and data-driven coaching that contributed to the site achieving the #1 national performance ranking.
- Strengthened operational performance by identifying coaching opportunities, driving accountability, and using performance analytics to improve service levels, quality, and customer experience.
Operations Manager
C3 Connect
01.2011 - 01.2015
- Led daily contact center operations by developing supervisors and agents, driving accountability, and delivering quality, customer service, and operational performance across a team of 300 associates.
- Improved service levels by 10% through performance coaching, real-time operational leadership, and continuous performance management.
- Strengthened employee performance by coaching supervisors and agents, monitoring operational trends, and reinforcing quality and service expectations that improved operational effectiveness and the customer experience.
Education
Google Project Management Certificate -
01.2024
High School Diploma - undefined
McGregor, Texas01.1998
Websites
Certification
Customer Service Operations, Contact Center Leadership, Team Leadership, Performance Management, Performance Coaching, Quality Assurance, KPI Management, Escalation Management, Call Monitoring, Employee Development, Root Cause Analysis, Process Improvement, Continuous Improvement, Multi-Channel Operations, Customer Experience, Microsoft Office, Customer Experience
Timeline
Customer Care Specialist
Nordstrom
01.2025 - Current
Head of Customer Experience
Magna Pest Solutions
01.2022 - 01.2024
Customer Service Manager
ICF
01.2021 - 01.2022
Talent Acquisition Partner
Empereon
01.2018 - 01.2021
Talent Acquisition Supervisor
C3 Connect
01.2017 - 01.2018
Contact Center Manager
GDIT
01.2015 - 01.2017
Operations Manager
C3 Connect
01.2011 - 01.2015