DARIN FIORENDINO

201-***-**** adew67@r.postjobfree.com

LinkedIn: https://www.linkedin.com/in/darin-fiorendino-249885b/ / Website: https://darfio72.wixsite.com/fiorendino SENIOR LEADER OF GLOBAL CUSTOMER SUCCESS

Customer centric leader delivering customer satisfaction and brand loyalty for 20+ years, via VOC analysis and CX strategy. Expertise in customer experience and employing SaaS technology to create retention, revenue, and a positive customer journey for B2C/B2B e-Commerce companies. Repeated success developing high-performing global teams, exceeding KPIs, and streamlining processes to reduce expenses and churn, while boosting productivity and brand recognition. Result oriented, collaborative change agent, adept at leading cross departmental initiatives and overseeing diverse teams at fast paced, quick growing organizations. Executed CX strategies for six companies and numerous industries (i.e. healthcare, transportation, finance, technology, insurance, energy, retail).

HIGHLIGHTS

Technology Proficiencies:

- SaaS Platforms: Salesforce, AWS Connect, SAP, Wilke-Thornton, Oracle, Onyx, MS Dynamics, ISigma, Zoho. o Implemented technology, supporting self-service capabilities, and streamlined order processing.

- Omni-Channel Solutions: Inbound/Outbound Calls, Email, Text, Chat, Social Media, and Mobile Apps.

- Telephony: Mitel, Shoretel, Five9, Avaya, Genesys-Interactive Intelligence.

- Misc.: MS Office Suite/SharePoint, Tableau, Brainshark, Litmos, zPaper, E-Fax, Radian 6.

Customer Satisfaction Expertise

- Owned CX strategy for six companies using journey mapping, multiple channels to collect VOC, and employee feedback to identify critical deficiencies.

- Developed analytic framework for trend reporting and root cause analysis that funneled into project plans to improve CX at each touchpoint.

- Led cross departmental projects to: upgrade tech, operations, and training which resulted in unified objectives and cohesive communication spanning the pre-sale/post-sale journey.

- Rebranded customers’ online perceptions by interacting with them publicly, resolving cases and rewarding them for their sentiment and loyalty.

- Improved NPS through employee development, technology, simplified workflows/escalation processes, incentives, leader collaboration, and improving first call resolution. PROFESSIONAL PROFILE

Integra Partners, New York, NY May 2014 – Dec 2019 Sr. Director of Customer Success and Call Center Operations Senior leader reporting to the CEO of a healthcare start-up, serving 12M patients nationally. Created a new department which scaled to six teams, multiple lines of business, and 5 direct/75 indirect reports, stationed in 5 states. Responsible for strategic direction of: CX, budgets, data analysis, staffing models, projects plans, and team performance. Introduced innovative technology to foster self service solutions, improve CSAT and reduce call/email volume. Additional roles included: recruiting, human resources, leader development, curriculum design, training for clients and employees, change management ambassador, founder of a culture committee, real estate liaison, and IT collaborator.

Initiated a CX strategy by establishing channels to capture the VOC, and creating: KPIs, a Quality Assurance team, NPS reporting, and statistical insights, used to prioritize tactical decisions.

Redesigned Salesforce to serve as a CRM, knowledge base, escalation platform and primary source of reporting.

Process improvement and employee development improved CSAT scores by 30% and staff productivity by 25%, resulting in an annualized opex reduction of $650K.

Partnered with IT and consultants to engineer an order processing system in 2014, and Claims Billing software in 2017.

Managed a $4.8M P&L and operated under budget for six consecutive years.

Authored a business continuity plan and emergency response protocols.

Averaged 11% staff attrition against a 40% national average. Led teams with the best Employee Lifetime Value ratings and averaged 12 staff promotions annually.

• Reason for leaving: Position relocated to MI

EmpireCLS, Secaucus, NJ Dec 2011 – May 2014

Sr. Director of Global Customer Success

Responsible for the daily operation of four global 24x7x365, B2B/B2C service teams, with 6 direct/65 indirect reports stationed in 3 states. Provided white glove service for elite clientele including Fortune 100 companies. Lobbied for innovative CX methodologies, launched surveys and outbound campaigns to identify the company’s international reputation. Collaborated with all depts. interacting with customers and aggregated data to create aggressive KPIs (5 min. email TAT), thus improving satisfaction scores.

Reduced customer churn 9%, complaints 18%, increased reservations 25%, by utilizing the clients’ purchasing trends, service utilization, contracts, and historical preferences to automate and expedite the reservation process.

Reduced employee turnover 38% by restructuring leadership and improving corporate culture.

Improved team’s schedule adherence, productivity, quality, and morale by revamping the hiring process, instituting clear KPIs/expectations, PIPs, rewards and continual coaching and communication.

15% headcount reduction through VoIP upgrades and recalibrated schedules factoring peak/non-peak hours.

Employed quantitative and qualitative data to tailor client communication, providing targeted and actionable insights.

Improved performance 90% during inclement weather by partnering with IT to implement virtual staffing.

Architect of training modules, QA assessments, team building, professional development, and career pathing.

Appointed to serve on the Ethics Committee and authored chapters of the employee handbook.

• Reason for leaving: Opportunity for advancement

TMP Direct, Mt. Olive, NJ Mar 2009 – Dec 2011

Director of Quality, Training, Customer Experience Led Quality, Training and Service teams with 5 direct/60 indirect reports in 2 states. Contracted as an outsourced provider of customer service, sales, and technical support for seventy Fortune 500 companies. Managed teams providing e-Commerce assistance for product fulfillment, order processing, subscription management, and sample requests. Supervised outbound campaigns for lead generation, CSAT surveys, appointment scheduling, polling, and consumer check-ins. Collaborated with executives to develop corporate strategies and launched a consulting service for clients requiring solutions to their complex CX challenges.

Integrated education technology and facilitated multifaceted training for employees and clients.

Applied skills-based call routing, live queue management, product cross training, and a tiered agent infrastructure to improve utilization, reduce wait time and increase billable minutes, adding $450K of revenue.

Initiated after-call surveys to align the VOC with internal audits of live and recorded calls.

Generated $700K by consulting with the Sales and Account Mgt. teams, resulting in new scripts, sales training, upselling capabilities, and broadening agent’s product knowledge through client lunch and learn sessions.

• Reason for leaving: Opportunity for advancement

Enterprise Rent-A-Car, Hackensack, NJ Feb 2007 – Mar 2009 Insurance Loss Control Specialist

Excelled as an individual contributor and recognized as the leader of Customer Satisfaction in local rental branches. Promoted to loss control specialist, charged with evaluating property damage, determining liability, and negotiating payment settlements with customers, insurance companies, collection agencies and attorneys. Promoted to regional manager, having jurisdiction over the entire East Coast.

Recipient of the Adjuster of the Year award, outproducing 90 specialists throughout NJ, NY, VT, and CT.

Conducted investigations for claims and customer disputes, and trained employees on contract and insurance laws.

Recovered $11K/Mo. by maintaining a bad debt average of $2.96/car, against the region’s $10.89 average.

Reduced branch’s opex 18% by averaging a 25-day settlement rate compared to the 60-day national average.

• Reason for leaving: Dept. relocated out of state Kensington Financial, Ramsey NJ Mar 2003 – Feb 2007 Sr. Mortgage Broker

Originated and negotiated mortgage terms. Developed a national network of clients through marketing, cold calling, and educational workshops. Facilitated weekly events for 50 professionals, focused on networking, marketing, and sharing business strategies. Awarded Employee of the Month three times for overall sales and served on the “Best Sellers” Panel.

• Reason for leaving: Housing market crash

National Tele-Communications, Cedar Grove, NJ Jan 1993 – Mar 1999 Director of Customer Service

Created a new customer service department for a start-up D2C company offering tele-communication services nationally. Scaled team to 500 FTEs with 18 direct/480 indirect reports. Responsible for customer retention, product upselling, and back end support for 300 franchisees. Accommodated quick corporate growth (1000 FTEs in 1 year) by architecting the team’s scope, budget, IT, and telephony platforms. Directed staffing strategies, leadership development, and designed training curriculum, SLAs and P&Ps.

Rolled out solutions for customer onboarding, leading to 50% increase in speed to marker and accountability for cross functional teams.

Established high performing teams responsible for expansion and revenue growth of 300% in two years.

Team achieved sales and retention goals for six consecutive years.

• Reason for leaving: Company closed

EDUCATION

Somerset County Technical Institute, Somerset, NJ

Architecture – Engineering

The Callagy Group - Professional Coaching, Oradell, NJ Sales, Marketing, Networking, Team building, Business development, Communication

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