Becky Rivera Email and Phone Number

•Complete process and performance audits checking for inaccurate exception entries, PTO usage, and routing issues•Manage system outages and emergencies following predetermined playbooks and communicating with leadership•Manage agent skill assignments, hierarchy, and departments•Partner with cross functional teams to ensure service level goals are met•Update, monitor, action, and report real time queues for adherence and required staffing•Spearheaded project to ensure processes were clearly defined and uniform across the team•Partnered with Data & Automation to test attendance automation, audit time usage related to attendance, and report issues with accuracies•Onboarded new team members to educate systems, processes, procedures, and policies

•Provide real time performance management for four teams totaling 150 agents•Interpret short term staffing plan to close gaps between forecasted staffing and actual requirements•Lead weekly meetings with leadership to review performance, identify trends, and course correct deviations•Update agent skill abilities per business needs and maintain database of skill profiles

•Update, monitor, action, and report real time queues for adherence and required staffing•Consistently communicate service levels with stakeholders to actively address areas of concern•Scheduling of multiple team meetings, huddles, and additional events within the call center to still maintain service level goals•Proactively analyze various staffing metrics and partner with cross functional teams to achieve center goals •Identify trends and opportunities within the organization to provide future recommendations and realign tasks as business needs dictate•Collaborate with other lines of business seamlessly, even through circumstances under pressure•Management of projects and communicating strategic planning to bridge gaps between stakeholders•Act as a mentor and provide subject matter guidance to leadership and call center agents•Developed processes for onboarding and completed onboarding of 4 new WFM Real Time Analysts•Continual training with WFM Real Time Analysts •Peer review for counseling analysts and recommendations for best practices of operating procedures•Creation and communication of standard operating procedures with ongoing modifications•Lead weekly RTA team meetings to review changes, projects, planning, and service level results

• Consultative approach to high-quality home cleaning, organizing, and storage services.• Management of vacation rental housekeeping, guest room inventory and ordering supplies as needed.• Consistently perform inspections to highest standards of cleanliness• Precise scheduling for housekeeping to ensure timely completion of all assigned responsibilities.• Provide timely and courteous response to meet clients' needs• Accurate accounting of business invoices and expenses.• Marketing, networking and lead generating through multiple vehicles of communication.

•Continuously improve on key selling skills, including building rapport, understanding customer needs, handling objections and closing sales•Meet and exceed performance goals, compliance regulations and productivity targets•Deliver extraordinary service on inbound calls in a fast-paced, structured customer care environment

•Scheduling of multiple segment team meetings, huddles, and additional time off the phones for over 150 employees•Provided timely daily, weekly, and monthly reporting of operational activity and staffing performance•Update, monitor, action, and report real time queues activities for adherence and required staffing•Collaborate with leadership to identify and track planned and unplanned absences •Communicate with stakeholders regarding events which impact call volume and adjust work load to balance business needs•Initial point of contact for system issues and troubleshooting•Volunteered on Employee Engagement team to rally ideas, engage employees, provide recommendations, and assist with scheduling events

•Handle high-volume inbound/outbound calls on past due accounts in a dialer environment •Negotiate, collect and resolve accounts using persuasive communication skills and a consultative approach to encourage future card usage.•Utilize negotiation and influencing abilities by offering our Small Business and Consumer customers’ solutions using products and services from the American Express Portfolio.•Handle calls in a timely and efficient manner while following established credit procedures.•Consistently met or exceeded monthly performance standards and quality goals.

•Deliver administrative support to include ordering of supplies, scheduling conference rooms, generating reports, and greeting all members upon arrival•Process registrations and cancellations of classes, transcripts, and certificates for members•Setup of equipment and moderating audio visual quality of Webcast•Interaction with catering, creating monthly menus, tracking invoices, and negotiating costs•Assist with producing the catalog of events, scheduling classes, database entry, and coordinating off site events

•Made contact with prospective students to identify educational needs and interests•Facilitate face-to-face interviews, campus tours, and assist students through admission, orientation, and registration process•Maintained continued contact with students for mentoring, one-on-one support and guidance•Scheduled follow-up calls to keep lines of communication open, schedule future appointments with students and their families, request or submit documents needed for enrollment, review class schedules and start dates•Attended internal job fairs to interact with current students and employers related to each industry of degrees offered at the campus •Regularly attended classes with students to gain knowledge about the curriculum, become more acquainted with instructors, and view student progress•Attended monthly curriculum trainings given by the Dean of each program to be familiar with the course outline and changes in curriculum

•Researched companies in the Phoenix and surrounding areas to qualify potential clients based on their insurance business needs for number of employees, number of vehicles in their fleet, location, square footage of facilities, inventory values, etc. •Cold calling business to business approximately 100 outbound calls per day to make contact with Controllers, HR Directors, and owners of companies to promote brokerage services and set appointments for sales agents•Organized a database of daily call lists, follow up appointments, and calendars of sales agents' appointments

•Assisted customers with billing, activations, troubleshooting and upgrading devices to create loyalty•Responded to escalated call situations about defective devices, billing errors, credits, and general complaints•Created team building events and projects, tracked goals, and team competitions•Assisted with coaching new hire representatives while in a transitional process, answered questions, tracked goals, and instructed trainings•Handled approximately 40-80 inbound calls per day for sales, technical support, customer service, and retention

•Supervised team of sales and collections professionals, training and assisting in their retention.•Ensured the development, success, and recognition of associates by participating in training, mentoring, and evaluating processes•Completed various accounting functions for the branch while maintaining customer satisfaction.•Created and tracked daily, monthly, and yearly sales and revenue goals. •Reviewed customer applications to validate employment, contact references, and approve accounts •Managed over 900 customer accounts with a high level of customer service to assist with past due payments, payment arrangements, and deferred payments •Scheduled appointments with vendors and customers to correct product service issues with, ordered replacement parts, ensured service requests were met, followed up with customers to prevent further service issues•Reconciled cash and receipts, and assisted with weekly inventory