Gelson Rivera Email & Phone Number

My responsibilities encompass managing and optimizing the contact center's Five9 dialing system, overseeing day-to-day operations and strategic functions for organizational efficiency, enhancing client relationships, maintaining data and compliance, identifying business opportunities, generating qualified leads, reporting on business development activities, budgeting and forecasting the divisions finances, and crafting effective scripts and email content for both internal and external clients.

I am the Director of Operations for BrandStar Connect, I am responsible for overseeing the daily operations and activities of the contact center. This includes managing a team of agents who handle customer inquiries, sales, and support calls for clients across a wide range of industries. The director must ensure that the call center operates efficiently and effectively, meeting the needs of both the clients and the company.In addition to managing the call center team, the director must… Show more I am the Director of Operations for BrandStar Connect, I am responsible for overseeing the daily operations and activities of the contact center. This includes managing a team of agents who handle customer inquiries, sales, and support calls for clients across a wide range of industries. The director must ensure that the call center operates efficiently and effectively, meeting the needs of both the clients and the company.In addition to managing the call center team, the director must also collaborate with other departments within the company, such as sales and marketing, to develop strategies for attracting and retaining clients. The director is also responsible for monitoring call center metrics, such as call volume, average handle time, and customer satisfaction, and using that data to make informed decisions about staffing, training, and process improvements. As the director I am also responsible for client relations, building and managing relationships with all new and existing clients. I have a strong background in contact center management, as well as excellent leadership, communication, and problem-solving skills. I also have an understanding of the media production industry and the other BrandStar divisions to help stay up to date with the latest technology, trends, and have the ability to collaborate with potential or existing clients, in order to provide clients with the most advanced solutions possible. Show less

United States

As a Director of Operations at a healthcare-focused call center, I was responsible for overseeing the day-to-day operations of the facility. My primary focus was on ensuring that our call center is running smoothly and efficiently, while maintaining a high level of customer service and patient care. I worked closely with our team of managers and supervisors to implement best practices and ensure that our staff is well-trained and motivated. With my extensive experience in healthcare campaigns… Show more As a Director of Operations at a healthcare-focused call center, I was responsible for overseeing the day-to-day operations of the facility. My primary focus was on ensuring that our call center is running smoothly and efficiently, while maintaining a high level of customer service and patient care. I worked closely with our team of managers and supervisors to implement best practices and ensure that our staff is well-trained and motivated. With my extensive experience in healthcare campaigns and call center management, I was able to provide strategic guidance and support to our team, while also staying up-to-date on industry trends and regulatory requirements. Ultimately, my goal was to ensure that our call center is delivering the highest level of service and support to our clients and their patients. Show less