Terry Rivers Email & Phone Number

Syracuse, New York Area

• Play a key role in our R&D department by providing support as needed to help operate and grow the business
• Research, planning, and implementing new programs and protocols into the company
• Work closely with our management team, administrative staff, and engineers to ensure projects are performed on time, on budget and to the highest level of quality
• Work with the management team to generate proposals, presentations and project tracking / schedules, for new business opportunities
• Oversee and test the development of new products

Syracuse, New York Area

• Managed a group of representatives in a player/coach role while managing and maintaining the relationship with our two of our biggest clients, AT&T and Sling Media
• Responsible for the day-to-day supervision of a group of call center representatives including work and attendance monitoring in accordance with organization policy and applicable legal requirements
• Maintained a reputation of number one on the team throughout my career at Stream Global
• Effectively coached direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly
• Ensured reliable and high-speed resolutions to customer inquiries and problems in a professional and authentic manner

Syracuse, New York Area

• Manage large amounts of inbound calls in a timely manner
• Identify members’ needs, clarify information, research issue and provide solutions
• Respond to inquiries with information about products and services or technical assistance
• Ensure service delivered to our customers meets contractual Key Performance Indicators
• Maintained basic knowledge of client products and/or services

Syracuse, New York Area

• Material management, handling and waste control
• Managed all installation projects according to policy guidelines
• Maintained truck, tools, equipment and supplies
• Assisted management in all phases of building installation with a strong emphasis on quality
• Maintained professional relationships with other laborers and general contractors while keeping a reputation for reliability and honesty

Syracuse, New York Area

• Supervised a staff of 20 call center representatives
• Maintained attendance records and prepared schedules
• Trained reps to overcome stalls / objections, negotiate settlements, payment arrangements and suggest money sources for debt payment
• Negotiated payment terms and methods, reviewing account information and asking probing questions of the debtor to better understand objections to payment
• Observed and/or reviewed employee interactions with debtors to ensure all policies and regulations are being adhered to by our staff