Customer Service Manager
Resume:
Rachel C. Rivero
Email: *************@*******.***
Address:
Phone:
Corona, NY 11368
Education University of the Philippines, Diliman
Bachelor of Arts, October 2001
Major: Theater Arts
Work Experience Teleperformance Philippines (April 2004 - October 2009)
Pasig City, PH
04/09-10/09 Assistant Training Manger supporting the following programs:
Barclays, Helio by V.M.U., SanDisk, Virgin Mobile USA and
WellCare
. Lead all strategy and implementations to drive team
financials directly impacting company bottom line and
improve customer experience through worldwide contact
center operations (US, Asia and Latin America)
. Manage team performance to the success of a $70M+
operating budget
. Responsible for maintaining a lean organization to
ensure maximum efficient use of a worldwide customer
care workforce and operation through a shifting customer
base
08/07-04/09 Trainer, Helio by V.M.U.
Facilitated New Hire training and Uptrainings that involved
skills assessment, coaching, training needs analysis,
curriculum development and various reporting. Provided
Operations support by taking calls, assisting in account
escalations and serving as Subject Matter Experts (SMEs).
Participated in trainer development activities as well as
Quality Assurance and Recruitment calibration calls.
. Part of the Tiger Team sent to the US for training and
certification.
. Consistently produced graduates who met KPIs (Key
Performance Indicators) if not exceeded KPIs within
30days or less; learning curve percentage was lower
compared to classes facilitated by other trainers.
. Proactively developed materials to meet the needs of
offshore learners.
. Submitted trainer reports and feedback in a timely
manner.
. Received several commendations from various managers
(Account Manager, Center Manager and Vendor Managers)
. Chosen by Helio VMU to assist with the training and
launch of the collection LOB (Line of Business) in TP
Jamaica
. Oversaw CTI (softphone) training, login testing, systems
implementation and error reporting and workarounds.
. Working directly with Helio VMU curriculum designers on
rewriting and editing the New Hire materials.
. Participated in several sales visit to acquire new
clients or programs.
08/04-08/07 Trainer, Sprint Nextel
Facilitated New Hire and Continuing Education training that
involved skills assessment, coaching, curriculum
development and various reporting. Provided Operations
support by taking calls and serving as Subject Matter
Experts (SMEs). Participated in trainer development
activities as well as QA calibration calls.
. Consistently produced graduates who met KPIs if not
exceeded KPIs within 30days or less; learning curve
percentage was lower compared to classes facilitated by
other trainers.
. Proactively developed materials to meet the needs of
offshore learners.
. Submitted trainer reports and feedback in a timely
manner.
. Assisted in on boarding new trainers.
. As Project Leader, would always have the highest
completion rate.
. Received several commendations from various managers
(Training Manager, Site Director, Account Manager and
Vendor Manager)
. Spearheaded transition of Sprint's customer service tool
to Nextel's, i.e., the Unified Billing Platform (UBP).
. Oversaw UBP training, login testing, systems
implementation and error reporting and workarounds.
. Proactively participated in initial implementation of
hand off process (Training to Operations)
04/04-08/04 Customer Service Specialist, Sprint Nextel
Provided customer service to over 24 million Sprint Nextel customers
in terms of general queries, account activations and
maintenance request, billing and basic troubleshooting.
. Awarded a Certificate of Recognition for demonstrating
the ability of providing world class customer service.
. After 3 months on the operations floor was recommended
and promoted as Trainer.
Salon Systems Management, Inc. (March 2002 - November 2003)
Makati City, PH
Executive Secretary. Provided support for the day to day
operations of several salon branches and oversaw expansion
projects.
. Usual secretarial duties, preparing memos and letters,
filing, etc.
. Assigned as Project Coordinator for several
construction and renovation projects of the company.
. Purchaser for construction and renovation projects and
office supplies.
. Took charge of processing certain government permits
and licenses.
. For a time handled customer concerns/complaints
. Served as an assistant graphics designer; simple
graphics design, editing and lay-out of ads and
promotions.
. Salon Operations Manager for Maintenance and Repairs-
oversees repair and maintenance works; in charge of
scheduling personnel, keeping records, acquiring
necessary materials for work and quality control.
Various Theater Groups: The Classics Foundation, U.P.
Playwrights Theater and Dulaang U.P. (1996 - 2001)
Quezon City, PH
Production Manager / Stage Manager. Managed several aspects
of theater productions for various theater groups based in
Diliman.
. PRODUCTION MANAGER - tasked in overall management of
the production which includes, but is not limited to,
keeping check of the stage and technical crew and
attending to their needs, overseeing and reporting
the progress of each part of the production,
marketing the production, gathering sponsors,
publicity and PR work, in addition to accounting and
appropriating funds.
. STAGE MANAGER - tasked in overall management of the
stage and backstage to get a production up and
running; main task is to liaise with the production
designers and the director but is also responsible
for organizing the crew and actors and keeping
everything in check.
Honors: ( Graduated Cum Laude
. Honorary Membership - International Society of Phi Kappa
Phi in recognition of academic excellence
. University / College Scholar for Five Semesters
. Nominee for University's Most Outstanding Student for
Academic Year 2000-2001
Other Information: ( Fluent in English and Tagalog
( Proficient in Office Applications e.g. Word, Excel and
PowerPoint
Contact this candidate