Bernard Rivera Email & Phone Number

Irvine Ca

Provided strategic management and operational oversight of a regional customer service office offering world-class support to more than 100,000 shoppers and 47,000 merchants. Initiated daily action plans of operations and established work priorities ensuring all inquiries were handled quickly and effectively.Managed and motivated 10 customer service representatives and 2 team leads specializing at answering telephone calls and emails from shoppers and merchants using of the company's turn-key customer-loyalty program.Facilitated internal communication (meetings, training, conference calls, video conference calls, emails, webinars) to ensure the appropriate staff members were up to speed on changes, updates, trends, and best practices.Created professional internal training materials (PDF, PowerPoint, video) to help the service team understand new policies, procedures, products, and services.Served as point-of-escalation for complex tier 2 issues related to point-of-sales software (SaaS), mobile application, and tablet hardware used by merchants. Diagnosed and resolved the problem or if necessary, escalated it to the product engineers. Maintained positive communication with merchants during any service down-time. Made recommendations to the product engineers that would improve the overall user experience.Hosted in-house mixers designed to train shoppers and merchants on how to use website and mobile application.Established key performance indicators for the service team using statistical data compiled from sales reports, CRM reports, and PBX call logs. Routinely shared data with staff and offered motivation to achieve and exceed benchmarks.Assisted HR department with recruiting, interviewing, hiring, and orientations of new employees along with annual employee evaluations. Calculated time-sheets and coordinated with the HR department to ensure accurate and timely payroll.

Riverside Ca

􏰀Assisted the VP of Operations with day-to-day responsibilities of a direct-sales, health & wellness company open in 35 countries.􏰀Trained and manage a staff of 10 CSRs at providing world-class service to members with questions regarding a host of health and wellness products, replicated website and online portal.􏰀Spearheaded the opening of a call-center in Mandaluyong, Philippines. As project manager, performed the following duties: Negotiated the purchase and acquisition of the office and equipment. Assisted IT department with systems integration. Recruited, hired, trained, and mentored 8 local CSRs and 1 manager to provide telephone, email,and live chat support to customers in the US and Asia. Visited the Philippines frequently to ensure a high level of productivity within a work environment consistent with company standards.􏰀 Created a series of internal customer service training tools in PDF, Powerpoint, and video/webinar format which documented important processes and procedures. Leveraged technology to ensure both the US the Asia office worked and trained in a transparent environment.􏰀 Implemented CRM software which providing the customer service department with integrated telephone, email (help ticket), live-chat platforms along with a front-end knowledge base of FAQs. Administered access to employees and granted permissions. Created internal and external user guides with best practices. Created a library of canned replies used by the CSRs. Developed a knowledge base of FAQ articles available to customers on the front-end. Established quarterly benchmarks for CSRs based off data compiled from the CRM reports􏰀 Administrator of Infusionsoft platform. Assisted the marketing department with the creation, design, copywriting and maintenance of automatic email campaigns. Monitored APIs to ensure email triggers were performing correctly.􏰀Performed business presentations and trainings for audiences in North America, South America, and Asia.

Rancho Santa Margarita

Tasked as project manager for the opening of a regional customer service office in Rancho Santa Margarita CA.Hired, trained, and managed a customer service team offering a high-level of multilingual support (English & Spanish) with downloading a Windows-based music application along with licensed music files.Served as tier 2 support for complex issues related to the music technology and online customer portal. Worked directly with product engineers on fixes and enhancements to the overall user experience. Routinely shared new knowledge with the customer service representatives in an effort to be equally helpful to the customers.Handle scheduling and staffing needs to ensure sufficient workforce for incoming call and emails.Worked with the Federal Trade Commission (FTC) on compliance to all federal rules and regulations related to the direct-sales industry.Created an on-line troubleshooting guide that helped customers resolve common issues. If assistance was needed, the troubleshooting guide helped the service representative quickly triage the situation.Served as IT administrator for the Orange County office. Responsible for installing and maintaining LAN and WLAN networks along with securely connecting computers, printers, and VoIP telephones.

Lake Forest Ca

Trained and managed a staff of 6 customer service representatives offering technical support for VoIP (voice over IP) telecommunication products and services. Assisted customers with the installation of virtual and physical VoIP telephones along with the ability to make successful calls domestically and internationally over the internet.Instituted a division of customer service in Spanish for U.S. customers.-Hired and trained bilingual customer service representatives-Translated existing customer materials into Spanish-Translated existing customer instructional videos by inserting Spanish sub-titles using video editing softwareAnalyzed customer complaints regarding call quality and reported results to the network engineers to ensure a reliable calling network. Communicated any known issues to the customers by posting them onto the website network status page.Assisted the network engineers with activating calling plans and porting phone numbers for new customers.Implemented a multi-tier system of support that streamlined the process of resolving simple issues and escalating the more complicated issues to the appropriate department. Maintained logs of all emails, chats, and phone call recordings for quality assurance purposes and employee evaluations.

Business Administration

Diploma