Bryan Davis Moya Ruiz
Customer Experience Operations Manager
Santo Domingo,Dominican Republic
Summary
Data-driven Operations Manager eager to contribute to the team's success through hard work, attention to detail and excellent leadership skills. Clear understanding of developing a project from scratch and leveraging data to predict user behavior. Motivated to learn, grow and excel in the tech/service industry.
Overview
4
4
years of professional experience
4
4
years of post-secondary education
Work History
Customer Experience (CX) Operations Manager
Hire Horatio CX
Santo Domingo, DR
03.2021 - Current
- Managed 4 direct reports and 30+ indirect reports.
- Developed Seated App's Customer Experience SOPs by identifying user behaviors and trends.
- Analyzed reporting and BI findings for Seated App using Tableau and Excel to create dashboards in order to facilitate operative decision making.
- Identify and correct areas of opportunity within Quality Control.
- Went from CX Associate to Supervisor and Manager within my first year working with Seated App.
- Created CX Training documents for Seated App Onshore and abroad (Philippines and DR)
- Stabilized Customer Satisfaction Metrics from ~70% to >85% within my first three months as CX Operations Manager.
Tier 2 and Real Time Analyst (RTA)
Data Vimenca
Santo Domingo, DR
06.2016 - 07.2018
- Real-time monitoring of volume and schedule deviations that impacted Service Level Agreements (SLAs) for First Data Canada.
- Automated hourly reporting for both DR and US based Workforce Management (WFM) RTAs utilizing CMS Avaya and Excel.
- Developed a step-by-step outage escalation guide for WFM RTA training implemented throughout First Data North America by using different severities to regulate which department handles the outage.
- Led Tier 2 Chargeback Escalations and served as point of contact between First Data Canada Merchants and card networks such as Visa, MasterCard, and Discover.
- Handled Junior Sales Merchant contracts and point of sale Leasing Agreements for FD Canada.
United Nations Club Advisor
Ashton School
Santo Domingo, DR
08.2018 - 02.2019
- Created debate platforms and development programs for Middle and High School students.
- Launched a yearly internal and interschool United Nations Simulation
- Standardized a syllabus for the United Nations Club focusing on Root Cause Analysis and how to leverage data to create compelling arguments your advantage.
Education
Bachelor of Arts - Music Theory And Education
Universidad Autónoma De Santo Domingo (UASD)
Santo Domingo, DR 01.2019 - Current
Full Skillset
Software: Microsoft Excel, Tableau, SQL, MySQL, Salesforce, Google Suite, Kustomer App, Gorgias, Shopify, Zendesk, CMS Avaya, WFM Tixtime
Process Improvement and Team Development: DMAIC, 5S, Pareto Charts, KSA Model, DOPE, DFM, Skill/Will Matrix
Languages: Fluent Spanish and English
Volunteer
United Nations Association – Dominican Republic (UNA-RD), Santo Domingo, DR.
The Association works together with the United Nations to create learning platforms for students all across the board, these students regardless of their socioeconomic background learn about the world by debating in UN and other international bodies.
- Served as POC between national and international Middle and High School students providing UN workshops specialized in Sustainable Development and International Security.
- Served as translator for diplomatic meetings such as the OAS, UNDP, UNODC and others.
Timeline
Customer Experience (CX) Operations Manager
Hire Horatio CX
03.2021 - Current
Bachelor of Arts - Music Theory And Education
Universidad Autónoma De Santo Domingo (UASD)
01.2019 - Current
United Nations Club Advisor
Ashton School
08.2018 - 02.2019
Tier 2 and Real Time Analyst (RTA)
Data Vimenca
06.2016 - 07.2018