Hector Valentin Rivera
Guaynabo
Summary
Experienced management bringing 16 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Overview
17
17
years of professional experience
Work History
Customer Service Supervisor
Liberty Mobile
12.2021 - Current
- Coach, motivate, train, develop and guide employee performance through variety of mechanisms such as observations, metrics analysis and feedback devices from customers, peers, management and others.
- Supervision of employees involved in Customer Service, Retention, Fraud, Credit & Activations, Collections/Revenue Management, Roaming and Specialty Groups
- Review employee progress as related to quality and productivity objectives and participate in development of programs to improve overall call handling results.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Established strong relationships with clients, promoting trust and loyalty in our brand.
- Developed and implemented customer service policies and procedures.
- Improved customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Identified opportunities for process improvements, leading to increased efficiency in handling customer concerns.
- Enhanced team productivity by implementing effective training programs tailored to individual needs.
- Took ownership of customer issues and followed problems through to resolution.
Acting Workforce Manager
Liberty Mobile
11.2020 - 05.2021
- Long term Forecasting, Scheduling, Time off manager, conduct shift bidding and reporting execution
- Optimized staffing levels by analyzing historical data and forecasting future trends, ensuring appropriate coverage during peak hours.
- Facilitated strong relationships between management and employees through open communication channels, promoting positive work environment.
- Improved workforce efficiency by implementing data-driven scheduling and workload balancing.
- Enhanced communication between departments through implementation of regular team meetings and cross-functional collaboration initiatives.
HR Attendance Manager
Legacy AT&T Mobility
04.2014 - 10.2020
- Generate attendance reports, analyzing data to identify areas for improvement in attendance management processes.
- Ensure employees know their rights and procedures requesting FMLA, Job Accommodations & Disabilities
- Conduct attendance discussions, grievance meetings and job separation meetings.
- Attendance unemployment hearings
- Used critical thinking to break down problems, evaluate solutions to improve attendance behaviors.
Smart Chat & Manager in 60
Legacy AT&T Mobility
06.2013 - 03.2014
- Manage and Lead team which support customer service reps in helping solve customer issues by walking them through tools or procedures that will help CSR resolve customer issues via chat system.
- Main goal is to facilitate/equip necessary tools, knowledge and support to each employee that will enable them to provide internal extraordinary customer service experience which will align team with company goals and vision.
- Championed implementation of new software tools that streamlined communication between chat agents and customers for enhanced user experience.
- Implemented performance monitoring systems to identify areas of improvement and boost team efficiency.
- Continuously researched industry best practices for online customer support services to stay ahead of emerging trends and maintain competitive advantage.
- Optimized team performance by providing comprehensive training and ongoing support to staff members.
- Train and develop leader interns through MI60 program.
Customer Service Manager
Legacy AT&T Mobility
01.2010 - 01.2013
- Coach, motivate, train, develop and guide employee performance through variety of mechanisms such as observations, metrics analysis and feedback devices from customers, peers, management and others
- Supervision of employees involved in Customer Service, Retention, Fraud, Credit & Activations, Collections/Revenue Management, Roaming and Specialty Groups
- Review employee progress as related to quality and productivity objectives and participate in development of programs to improve overall call handling results.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Established strong relationships with clients, promoting trust and loyalty in our brand.
- Developed and implemented customer service policies and procedures.
- Improved customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Identified opportunities for process improvements, leading to increased efficiency in handling customer concerns.
- Enhanced team productivity by implementing effective training programs tailored to individual needs.
- Took ownership of customer issues and followed problems through to resolution.
Receivables Management & Credit Activation Manager
Legacy AT&T Mobility
04.2007 - 12.2009
- Coach, motivate, train, develop and guide employee performance through variety of mechanisms such as observations, metrics analysis and feedback devices from customers, peers, management and others.
- Supervision of employees involved in Customer Service, Retention, Fraud, Credit & Activations, Collections/Revenue Management, Roaming and Specialty Groups
- Help manage involuntary churn and aging management by cycle.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Monitored progress of ongoing transitions, identifying potential bottlenecks and implementing solutions to maintain project timelines.
- Championed continuous improvement efforts by incorporating feedback from team members and stakeholders into future transition planning and execution strategies.
Education
Bachelor of Science in Business -
University of Phoenix
Guaynabo, PR05.2014
Skills
- Problem-Solving
- Interpersonal Skills
- Team Building and Leadership
- Microsoft Outlook, Word, and Excel
- Customer-focused
- Decision-Making
- Training and mentoring
- Excellent time management skills
- Conflict resolution techniques
- Positive and Constructive Feedback
Business Profile
Strong interpersonal and decision-making skills. Clear and powerful communicator. Willing to take risks and “fail fast”. Passionate about moving the results needle. Developer and promoter of my team members. Lead organization change and establish strong alliances.
Community Service
United Way Foundation, 2015, Serve as a liaison between AT&T and UW since 2015. Promoting employee giving campaign, fund drives, volunteer workshops and coordinating UW campaigns. Exceeding year by year funds and participation expectations.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Timeline
Customer Service Supervisor
Liberty Mobile
12.2021 - Current
Acting Workforce Manager
Liberty Mobile
11.2020 - 05.2021
HR Attendance Manager
Legacy AT&T Mobility
04.2014 - 10.2020
Smart Chat & Manager in 60
Legacy AT&T Mobility
06.2013 - 03.2014
Customer Service Manager
Legacy AT&T Mobility
01.2010 - 01.2013
Receivables Management & Credit Activation Manager
Legacy AT&T Mobility
04.2007 - 12.2009
Bachelor of Science in Business -
University of Phoenix
Similar Profiles
Isaac JustinianoIsaac Justiniano
Direct Sales Representative at Liberty MobileDirect Sales Representative at Liberty Mobile
Jose Torres GonzalezJose Torres Gonzalez
Customer Service and Sales Supervisor at Liberty MobileCustomer Service and Sales Supervisor at Liberty Mobile
Melanie FigueroaMelanie Figueroa
Contact Center Supervisor at Liberty MobileContact Center Supervisor at Liberty Mobile