Call Center Assistant Manager

Mychal Rivera

Broomfield, CO ***** 303-***-****

***********@*****.***

Summary: An action-oriented manager with experience in leveraging my skills, experience and ability to positively impact the business while driving results and increasing efficiency in all areas. Work Experience

Starbucks 2021- Present

Store Manager

Hire and onboard partners from start to finish

Top store in food sales

Customer connection top five in Area

24 Hour Fitness

General Manager Fitness 2019- 2021

*Create an outstanding customer experience for every guest

* Over 100% to budget every month (New Memberships and retail)

* Developing and coaching front line employees to become future leaders.

* Control and maintain P&L monthly. Club has been profitable 2021.

Comcast 2006 –2019

Business Account Executive (2017-2019)

- Average 156% to quota a month

- Top team performer.

- Elite winner top 10% in west division.

Cable Store Manager- Denver (2015-2017)

- #2 ranking in the nation for performance.

- Consistent top ranking in sales conversion,30% to a goal of 15%

- Voice of the customer 94%

- Helped and mentored two front line agents to a promotion to Assistant Manager Positions.

- 2-time Elite winner (top 10% in company)

- Run incentive committee for all of Mountain West Region

Cable Store Assistant Manager- Boulder (2013 – 2015)

- Managed the Boulder store while increasing sales productivity month over month

- #1 Ranked Xfinity Store in the nation in Sales Conversion Rate 6 months consecutively in 2014

- #1 Overall Ranked Xfinity Store in the nation 3 months in 2014

- Increased Sales Conversion Rate by 7.3% year over year

- Created a Voice Of The Customer action plan to take Boulder from a 78% average in 2014 to a 92% average in 2015.

- Finished #1 Assistant Store Manager in West Division Elite Program

February 2013- 2014

Comcast Tech Support Supervisor

- Directly managed teams of up to 17 Technical Support Representatives with Comcast customer issues.

- Developed site wide incentives to enhance and boost performances specifically around TSR.

- Increased efficiencies, reduced shrinkage, grew sales while managing one of the top preforming teams in the West Division.

- Helped employees reach their full potential be enhancing and developing to ensure they had promotion opportunities. 4 employee promotions in 2013.

- Significantly exceed all sales metrics by more than 200%. June 2012-Febuary 2013 Comcast Business Sales Rep

- While maintaining over 120% on sales, always available for other coworkers for any help and assistance that is needed.

Lead by example in sales, maximizing “ Revenue Per Call” by over 80% per call

Developed Call Center incentives and successfully raised whole call center sales Metrics over 35%.

Flexible work hours, always available to work anytime to help Comcast meet Business needs.

Education:

Centaurs High School Lafayette Colorado, 80026. 1998-2002

New Mexico Highlands University, Las Vegas New Mexico, 87701. 2002-2004 Studied Education Comcast University 2010-2015 Classes Taken: Principles of Leadership, Messaging To Your Team, Creating a Culture of Inclusion and Reward and Recognition

Coaching:

Football Coach Monarch High School 2021- Present

Wrestling Coach Jefferson High School 2018- Present

Football Coach Lafayette Bobcats 2017- present

Wrestling Coach Bromfield High School 2014-2018

Football and Wrestling Coach Holy Family High School 2007- 2012

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