Thomas Rivas Email & Phone Number

Bakersfield, Ca, Us

Bakersfield, California, United States

Lead and manage the daily operations of the contact center, including forecasting, staff planning, scheduling, quality performance monitoring, and ongoing performance improvement processesDevelop and implement strategies for optimizing the use of contact center systems, technologies, processes, and staffOversee the deployment of new contact center technologies and processesTrack, analyze, and report on performance goals for the contact centerRecruit, train, supervise, and develop contact center staff to ensure they are equipped to meet and exceed performance targets.

Bakersfield, California Area

▪Used my understanding of technology, software applications, and phone and computer systems to deliver results for my client.▪Maintained and improved call center operations by monitoring system performance and identifying and resolving problems.▪Met financial targets by estimating performance requirements and preparing annual budgets.

Bakersfield, California

▪Continuously used data and analysis to identify opportunities to improve Collections effectiveness.▪Implemented and developed Dialing Campaigns in GC dialing system that raised company wide production▪Met and exceeded Company performance targets while maintaining a compliant collections environment that provided world class customer service.

Bakersfield, California Area

▪Helped call agents with challenging customer service issues.▪Monitors team performance and provide tools if necessary.▪Recruited, selected, hired, and trained new call center personnel and prepares them to respond to customer questions and complaints.

Bakersfield, California Area

Utilized talents and expertise to locate customers with aged accounts on United States Department of Education Student Loan Collection contract. Remained calm, stayed professional and provided exceptional service on all calls, even when interacting with difficult individuals.