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Customer Service Sales

Columbia, South Carolina, United States
40,000.00 -50,000.00
March 27, 2019

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Kevin C Rivers

** ***** ***** *****

Elgin, SC 29405

Cell: 803-***-****

Other: 843-***-*****


Results-driven supervisor with tenure of 10 plus years of successful business development. Delegates and monitors work to meet and exceed deadlines. Enjoy talking to people and establishing a long-term, loyal customer base.

Energetic with genuine passion for customer services strategy and supporting a progressive organization in optimizing performance and growth.

Outstanding motivator and builder of teams; works well in both team environments and on individual assignments.

Functional Competencies

Guardian of the culture

Decision Quality & Interpersonal Savvy

Territory Management & Customer Support

Negotiation skills

Problem Solving & Organizing

Team builder & People Developer

Professional Experiences

Spectrum Retention Interim Supervisor 02/27/2018 to Present

Supported a team of retention/sales specialists in absence of supervisor

Resolved billing, service, & functionality escalations

Conducted scheduled team meetings and maintained agent accountability

Meet and exceeded key metrics while ensuring company standards were maintained & integrity hasn’t been compromised

Drove numbers, coached, motivated, encouraged moral and good behavior’s

Implemented change using targeted coaching’s, side by side and live QA tools

Spectrum Quality Analyst 02/01/2018 to 02/19/2018

Reviewed QA checklist to ensure that business rules and integrity are maintained

Validate that agent expectations are achieved on calls using SPP call flow

Provided feedback to Director of Retention Operations and VP of Retention

Successfully navigated with ETS software to uphold Quality Assurance

Spectrum Formerly Time Warner Cable 10/01/2017 to 02/01/2018


Effectively used side by side coaching tool to help agents with SPP call flow and strategy

Provide coaching through live calls with men-tee to solidify the customer relationship and enhance services

Resolved Escalated calls in a professional and timely manner.

Engage in daily monitoring of men-tee to develop practical application of processes and procedures

Provide support for developing and positioning Spectrum’s services to existing customers

Facilitating meetings on new policies and procedures that roll out and team huddles

Provides daily feedback to men-tee and trainer on developing habits and progression

Analyzing performance numbers and developing plans to maximize performance

Spectrum Formerly Time Warner Cable

S.M.E 06/22/2017 to 09/01/2017

Subject Matter Expert

Assisted Training Staff helping new hires understand and implement SPP call flow and SPP strategy

Effectively used side by side coaching tool to help agents with SPP call flow and strategy

Resolved Escalated calls in a professional and timely manner.

Followed all business rules to lead by example

Spectrum Formerly Time Warner Cable 10/24/2014 to 06/20/2017

Retention Specialists

Weekend Interim Supervisor for Tamara Tarver and Shannon Mathis’s Team

Motivated, mentored and developed new agents

Coached to Call Flow(formerly known as R3 and QA process)

Coached to Business Rules, reducing shrinkage and obtaining center goals

Handled inbound calls and consistently maintained top tier performance

Iqor Charleston, SC 08/2006-05/2013

Supervisor/Retention Specialist

Handled inbound and outbound call types at a steady call flow

Provided customer service and retention skills to keep valued customers

Used several different computer programming systems to retain customer/client satisfaction

Call Tech Communications Columbia, SC 2/2003-01/2004

Bell South Technical Supervisor

Successfully trained and managed teams of 25- 30 CSR’s for Level 2 technical support

Effectively executed daily operations for Operations Manager and helped structure and maintain professional call center environment

APAC Columbia, SC 3/2001-01/2003

MCI World Com Customer Service Supervisor

Motivated and provided proper training and coaching for sales team of 30 CSR’s

Assisted Operations Managers in providing feedback to management to improve productivity


South Carolina State University Orangeburg, SC1994-1999

B.S. in Computer Science/Information Systems

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