Daniel Pesavento

Walnut Creek, CA

ph: 925-***-****

em: ac2wqd@r.postjobfree.com

PROFESSIONAL EXPERIENCE

Senior Director of Customer Success

Atman, Inc. dba pcRUSH.com

Torrance, California

****-***7

www.pcrush.com

~ Key member of executive team for internet retailer of consumer electronics and enterprise IT solutions.

~ Directly contributed to annual gross revenue growth from $7 million in 2004 to over $50 million in 2015.

~ Developed business plans, cost/benefit analysis, budgeting and Return on Investment (ROI) forecasts.

~ Served as "voice of the customer" by championing staff training for continuous process improvement, account retention and executive escalations.

~ Researched, prepared, delivered compelling presentations for investors, corporate executives, department heads, support staff and major accounts.

=>Successfully executed a diverse array of strategic initiatives to achieve management objectives including:

~ 3rd party marketplace on-boarding (Amazon, Walmart, Ebay, Jet.com, BestBuy).

~ Reseller authorizations (Apple, Cisco, Dell, Avaya).

~ GSA schedule, government RFP/RFQ bids, contract award, maintenance and fulfillment.

~ Offshore outsourcing: customer service, data entry, order processing, inside sales, and fulfillment.

~ Procurement, order processing and fulfillment automation.

~ Key account business development, customer success and vendor relations.

Founder/Principal

Triple Sixteen, SRL

San José, Costa Rica

2010-2017

www.161616.com

~ Founded business entity in Costa Rica to facilitate offshore call center outsourcing.

~ Reduced labor costs by over 60% for exclusive USA corporate client Atman, Inc.

~ Eliminated recurring monthly expenses associated with brick-and-mortar call center.

~ Devised and implemented a distributed customer engagement infrastructure leveraging work-from-home network of remote agents.

~ Established multi-channel customer engagement via inbound/outbound telephony, email and live chat.

~ Deployed incident ticketing system to document contact history, final disposition and track performance metrics against industry best practices.

~ Maintained 97%+ customer satisfaction rate with real-time/live agent response to pre-sales inquiries and automated product return requests authorized on-demand 24/7.

~ Compiled defect metrics by SKU, brand and vendor to identify/eliminate subpar products and maintain a superior online buying experience.

Director of Customer Service

Micronet Technology

Torrance, California

2001-2004

www.micronet.com

~ Sustained a call abandonment rate of less than 1% with no more than 60 seconds (three rings) hold time for live agent pick-up during business hours.

~ Created call routing business logic involving hunt group hierarchies, skills based call distribution, real-time coaching, escalation paths, productivity standards and performance incentives.

EDUCATION

Master of Arts (M.A.)

English Language and Literature

University of California, Los Angeles (UCLA)

Bachelor of Arts (B.A.)

Double Major: BA in History and BA in English

University of California, Riverside (UCR)

UC Education Abroad Program (EAP)

LaTrobe University, Melbourne, Australia

CORE COMPETENCIES

~ Exceptional interpersonal skills to lead, persuade others and build consensus ~

~ Outstanding project management skills to research, organize, synthesize and present complex information ~

~ Excellent written and verbal communication ~

~ Bilingual English/Spanish ~

~ Ability to create strategic insights and execute business initiatives for successful outcomes ~

~ Expertise in training methodologies, curriculum development, competency/proficiency standards ~

~ Extensive experience defusing complaints, hostile feedback, disputes for amicable/equitable disposition ~

EXECUTIVE MANAGEMENT / START-UP EXPERIENCE

e-Exchange.com

Los Angeles, New York, London, Singapore

Umember.com

Los Angeles, California

International Computer & Networking [ICN]

Los Angeles, California

ACADEMIC EXPERIENCE - INSTRUCTOR - CURRICULUM DEVELOPMENT - ACCREDITATION

UC Berkeley Extension Program

Berkeley, California

Cal State Northridge Extension Program

Northridge, California

American Film Institute

Hollywood, California

Hollywood High School (LAUSD)

Hollywood, California

Regional Occupational Program (ROP)

Contra Costa County, California

Diablo Valley Community College

Pleasant Hill, California

Learning Tree University

Chatsworth, California

Glendale Community College

Glendale, California

CORPORATE TRAINING EXPERIENCE

Schering-Plough Pharmaceuticals

Kenilworth, New Jersey

NASA-Ames Research Center

Moffett Field, California

Contra Costa Times Knight-Ridder Corp

Walnut Creek, California

Fisher Graphic Industries

Modesto, California

Santa Cruz Sentinel Newspaper

Santa Cruz, California

Noteworthy Specialty Products

Chatsworth, California

Marcel Schurman Fine Paper

Fairfield, California

Image Color & Film Works

San Jose, California

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