HERE TO INSPIRE YOUR TEAM AND ELEVATE YOUR CUSTOMERS' JOURNEY

 

ABOUT

Together we can redefine and improve the customer experience for your business.

From my first job as a character performer at the Walt Disney World Co to enhancing the player experience at the US Open, I've learned that there was much more to it when it came to "creating memorable experiences".

I want to share how I've learned to be the best version of myself through compassion as I engaged my customers.

 

Here is a small clip from one of my customer service workshops. I had the pleasure of sharing some of my stories and best practices I've adopted when I worked at Disney.

 
 

SERVICES

PERFORMANCE CONSULTING

You and your team are my number one priority, and my services will prove just how committed I am to your organization's success.

  • Identify issues and define roles

  • Communicate solutions and obstacles

  • Negotiate solutions

  • Staff Training 

  • Define and measure success 

  • Provide and receive feedback 

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CUSTOMER SERVICE WORKSHOPS

In these energized and engaging sessions I will recount my journeys, starting from the Walt Disney World Company to working with our top professionals in the US Open. Learn to:

  • Identify who your customers are.

  • Utilize different methods of communication effectively.

  • Overcome barriers when engaging customers and deliver on their expectations.

  • Conflict Management - Use techniques to defuse and resolve customer complaints.

NOW VIRTUAL

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GROW YOUR SERVICE CULTURE

The success in any organization does not rely on the product and its deliverables alone. Are your leaders and employees aligned? With an understanding and fostering of an internal customer service model will your team achieve successful results that will grow your organization.

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DESIGNED TO FIT YOUR BUSINESS

While the platforms and delivery may differ during these times. The principles of adult learning are still applied.

Training programs can be structured based on your organizational needs.​

  • Develop course materials and training manuals for in-house sessions and online courses (LMS)

  • Emotional Intelligence coaching 

  • Online interactive meetings

 
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CONTACT ME

You'll hear from me shortly!

TESTIMONIALS

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DAVID MINIHAN

Director of Tennis

Edmond Center Court

USTA Oklahoma

I have had the honor in hearing Rafael speak multiple times during various USTA workshops and conventions.  I was so impressed that I hired him to give a private training to my staff on customer service.  Rafael ability to connect with the audience is second to none.  His candid style and humor immediately won over my staff  the moment he began speaking.  And to no surprise, he received an extremely high rating on the post workshop evaluation.  I absolutely love his energy and level of engagement that brings when presenting.  I would highly recommend Mr. Rivera to speak at your next event or workshop.

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LAURA HYMAN

Digital Director - Change Management, Customer Care,

US Tennis Association 

When I needed help preparing a new team of customer care staff, the first person I thought of was Rafael! He is an expert at establishing a culture of excellent service; teaching people what it means to listen with empathy and how to deal with difficult interactions; and creating an environment where customers feel that they are genuinely cared about. Rafael is a rock star!!

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MARIA URQUIOLA

Human Resources Executive Embassy Suites Lk Buena Vista South

I’ve known Rafael Rivera for more than 15 years and have witnessed first-hand his exemplary facilitation skills and his way of re-energizing his audience. Rafael’s passion, sense of humor, creativity and amazing techniques to the various group dynamics enable him to bring everyone together to achieve outstanding outcomes. His way with people, highly developed understanding of leadership and interpersonal relationships are superb unlike other facilitators. It would be my honor to recommend Mr. Rivera for your company training and development needs.  

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YOLI HERNANDEZ

IT Training Specialist, Amadeus

Rafael is an amazing leader! I had the opportunity to join his team as a volunteer for USTA. What strike me the most about Rafael is his ability to communicate effectively to a large group of people and his undeniable work ethic. You can tell he loves what he does and more important, he loves and appreciates people. Any company is lucky to have him! I know I have been lucky to be part of his team Thank You Rafael!