John Rivera Email & Phone Number

• Responsible for supervision, development and coaching of CSRs to assure productivity, quality, attendance, and timeliness of work in the completion of assigned projects and departmental goals.
• Assume leadership responsibility for department tasks and call center activities as required.
• Working closely with other Supervisors as well as Operations Representatives, Customer Service Managers and Program Managers within functional areas of the CCO project.
• Effective management of Human Resources issues for the contact center including interviewing, hiring new employees, modifying or introducing new staff policies and programs.
• Accurate and timely delivery of all Contact Center & Program KPIs (Key Performance Indicator) reporting metrics to measure and monitor performance.

Clinton, Utah

• Cross-trained and backed up other customer service managers.
• Investigated and resolved customer inquiries and complaints in an empathetic manner.
• Solved unresolved customer issues.
• Promptly responded to inquiries and requests from prospective customers.
• Strong leader of customer support staff.
• Managed work flow to exceed quality service goals.

Syracuse, Utah

• Greeted customers entering the store to ascertain what each customer wanted or needed.
• Described product to customers and accurately explained details and care of merchandise.
• Communicated with vendors regarding back order availability, future inventory and special orders.
• Provided an elevated customer experience to generate a loyal clientele.

Associates, Criminal Justice And Corrections

Associate'S Degree, Criminal Justice And Corrections