Armando Rivas Email and Phone Number
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With over six years of experience in executive relations and communications, I am a passionate and driven leader who strives to provide exceptional service to high-profile clients and executives at Verizon. I have a Lean Six Sigma Green Belt certification and a strong background in operations management, customer satisfaction, and growth strategies. I am committed to aligning the communications strategy, plans, and activities to the company vision and culture, and to empowering my team to deliver on the company initiatives and goals.As the Associate Director of Executive Relations at Verizon, I lead a team of Executive Relation Leaders who provide 24/7 concierge service to high-profile clients and resolve highly escalated complaints from various channels and agencies. I also provide strategic communications and support to executives and mentor and lead team members to foster growth and development. I have successfully managed multiple projects simultaneously, prioritized and resolved complex issues, and proactively solicited employee input to drive a white glove concierge customer experience. I have also contributed to the improvement of the operational processes and performance metrics of the executive relations department.
Verizon
View- Website:
- verizon.com
- Employees:
- 151940
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Associate Director- Executive Relations At Verizon (Vsb)Verizon Jan 2024 - PresentLead a team of Executive Relation Leaders • Provide 24/7 concierge service to high profile clients• Prioritize and Manage multiple projects simultaneously• Resolved highly escalated verbal complaints as well as, written complaints to our President, EVP, Executive Leadership and Regulatory Agencies including the FCC, BBB and Attorney General while adhering to strict contact and resolution service levels with minimal oversight• Provide strategic communications and support to executives• Align communications strategy, plans and activities to the company vision • Mentor and lead team members to foster growth and development to execute on company initiatives
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Sr. Manager- Executive RelationsVerizon Apr 2019 - Jan 2024Lead a team of Executive Relation Leaders and Analysts• Resolved highly escalated verbal complaints as well as, written complaints to our President, EVP, Executive Leadership and Regulatory Agencies including the FCC, BBB and Attorney General while adhering to strict contact and resolution service levels with minimal oversight• Proactively solicit employee input, sharing that information with business leaders to drive a white glove concierge customer experience • Drives Culture & Communication and delivers leader/HR messages & initiative details• Provide strategic communications and support to executives• Align communications strategy, plans and activities to the company vision and ensure leadership alignment• Mentor and lead team members to foster growth and development to execute on company initiatives• Prioritize and Manage multiple projects simultaneously
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Executive Relations SupervisorVerizon Jan 2018 - Apr 2019• Lead a team of Executive Relations Analysts• Resolved highly escalated verbal complaints as well as, written complaints to our President, EVP, Executive Leadership and Regulatory Agencies including the FCC, BBB and Attorney General while adhering to strict contact and resolution service levels with minimal oversight• Proactively solicit employee input, sharing that information with business leaders to drive a white glove concierge customer experience • Drives Culture & Communication and delivers leader/HR messages & initiative details• Provide strategic communications and support to executives• Align communications strategy, plans and activities to the company vision and ensure leadership alignment• Mentor and lead team members to foster growth and development to execute on company initiatives• Prioritize and Manage multiple projects simultaneously
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Performance Assurance ConsultantVerizon Wireless Jun 2014 - Dec 2017Chandler• Act as West Area NPS, ACS and Be the Reason/ Deliver The Promise SME • Responsible for Area NPS Insight Management• Proactively provide analysis of Net Promoter scores and ACS root causes, potential trends and system and/or process solutions• Analyze, identify, report, develop and implement strategies that result in improvement in ACS and NPS• Recommend process improvements based on ACS and NPS data, verbatim and analysis• Prepares and presents recommendations to Area leadership teams to gain buy in for quality initiatives• Manage key quality initiatives, utilizing project/process management methodologies• Partner with internal and external subject matter experts to drive business change• Provide strategy and recommendations to Area and National leadership teams• Construct layered project plans that are designed as a direct result of research and trends
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Care And Technical Support SupervisorVerizon Wireless Jan 2004 - Jun 2014• Lead a team of 10-12 Customer Care Specialist/Advocate/Pro's • Coordinate work assignments of Customer Care Specialist/Advocate/Pro engaged in performing a subset of the following duties to include on-line customer service/billing, customer retention and troubleshooting • Monitor employee/customer contacts for performance to ensure interaction and provide ongoing feedback to employees on how to improve quality and improve service level; ensure compliance with control procedures• Administer training for Customer Service Representatives in coordination with the Coordinator-Customer Service Training and monitor/evaluate progress• Act as a role model by demonstrating strong communications skills, work ethics and sound judgment in the application of policies, procedures, and guidelines
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Team LeadEds Corporation Jan 2000 - Dec 2003• Lead a team of 10 Technical Support employees• Coordinate work assignments for employeesto engaged in performing a subset of the following duties to include customer experience, customer retention and troubleshooting inspections• Monitor employee/leader contacts for performance to ensure interaction and provide ongoing feedback to employees on how to improve quality and improve service level; ensure compliance with control procedures• Act as a role model by demonstrating strong communications skills, work ethics and sound judgment in the application of policies, procedures, and guidelines • Review and modify processes to ensure team meets department performance standards. Identify team/individual trends in productivity and training issues. Lead quality improvement initiatives in identifying and developing solutions for department and cross-functional processes. Audit all team performance on a regular basis
Armando Rivas Skills
Armando Rivas Education Details
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Bachelors In Business Management -
Phoenix CollegeCriminal Justice/Police Science
Frequently Asked Questions about Armando Rivas
What company does Armando Rivas work for?
Armando Rivas works for Verizon
What is Armando Rivas's role at the current company?
Armando Rivas's current role is Associate Director @ Verizon | Executive Relations, Strategic Communications.
What is Armando Rivas's email address?
Armando Rivas's email address is ar****@****ess.com
What is Armando Rivas's direct phone number?
Armando Rivas's direct phone number is +160281*****
What schools did Armando Rivas attend?
Armando Rivas attended Strayer University, Phoenix College.
What skills is Armando Rivas known for?
Armando Rivas has skills like Telecommunications, Team Leadership, Wireless, Troubleshooting, Customer Experience, Team Building, Call Centers, Customer Service, Training, Project Management, Vendor Management, Cellular Communications.
Who are Armando Rivas's colleagues?
Armando Rivas's colleagues are Meshell Holiman, Daron Goodwin, Daniel Drake, Selvakumar Arumugam, Ashleigh Gallegos, Leslie Corey, Diane Rau.
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