Director of Customer Success
Resume:
Daniel Pesavento
Walnut Creek, CA
ph: 925-***-****
em: *******@******.***
PROFESSIONAL EXPERIENCE
Senior Director of Customer Success
Atman, Inc. dba pcRUSH.com
Torrance, California
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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