Allen Ariza's Linkedin Analytics

Executive Summary For a business to thrive and compete in today’s market nowadays, it means adapting and evolving with both its customer demographic and employees’ needs. Understanding your internal and external audience in each line of business while allowing opportunity for continued growth/expansion is critical to the longevity of any organization. A high-impact service operations and customer success driver, I align revenue and business growth with the customer experience and position my companies to achieve maximum customer satisfaction in 4 key areas: 1. Increasing adoption and expansion; 2. Creating the right customer journeys; 3. Automating and personalizing engagement; and 4. Improving efficiency. Some notable results include: • Leading a 375-person team as SVP of Service Operations at BRIGHTON HEALTH PLAN SOLUTIONS, I triggered an instant, 43-point improvement in our NPS by creating a seamless member experience with a new RIOT team; spiked agent availability by 73% and agent performance by 69%; and proved instrumental in scaling our provider network, including mental health providers. • At MOSAIC UNLIMITED, I monetized professional services to soar post-sales revenue by 91%; dropped customer and revenue churn by 28.5%; increased profitability 58%; and delivered a 90% customer experience score while supporting a client portfolio across multiple industries valuing $173M. • My 800-strong contact center and service delivery team (Mexico, Philippines, Costa Rica) at MCGRAW HILL generated $1.2B per year while driving $9M in up-selling initiatives, $6.M in outbound calling sales programs, and $13M+ in retention programs. • Spearheading the go-live launch date for the Affordable Care Act program at DELL HEALTHCARE SOLUTIONS, I directed 250 services reps across 4 sites; ballooned NPS by 68 points; lowered operating costs 28%; and skyrocketed service level from 12% to 96%. As a high-energy, goal-oriented leader and OKR thought leader, I’ve been successful in pulling together teams, breaking down silos, and developing a collaborative space where success is dependent on all service areas. With a keen eye for developing talent into real leaders, I’ve helped many individuals to tap into their strengths, become impactful team members, and drive real results for the Please feel free to reach out if you’d like to know more about how I position my organizations for customer service excellence, maximize team performance and productivity, and improve critical operational processes and technology systems.