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A leader in customer-service management and administration with 15 year of experience in a fast-pace e-commerce environment. Highly skilled at delivering world-class support with an emphasis on customer-service principles, processes, and teamwork. A strong and effective communicator well-versed in all forms of communication including verbal, written, public-speaking and on-line collaborations. A system administrator proficient with implementing and managing platforms for ticketing, knowledge base, website, live chat and telephone. Passionate about helping others understand and utilize new technology.

-Provided strategic management and operational oversight for a regional customer service that supports members and businesses participating in the company's compensation plan.
-Initiated daily action plans of operations and established work priorities ensuring all service inquiries were handled quickly and effectively. 
-Served as system administrator for backoffice, CRM, and telephone platforms supporting 10 staff members and 2 team leaders. Provided training to staff members on proper-use and best practices.
-Established key performance indicators using statistical data compiled from service reports and call logs. Routinely shared data with staff and offered motivation to achieve and exceed service benchmarks.
-Ensured all office activities were in compliance of the company's policies and procedures at all times. 
-Facilitated internal communication including meetings, conference calls, emails, and webinars to ensure the service staff had all of the information needed to perform their job successfully.
-Created external training materials (PDF, PowerPoint, video) to help members in the field understand new policies, procedures, commissions, products, and services.
Handled tier 2 support issues related to online services of both members and businesses (B2B). Demonstrated a combination of keen analytical and interpersonal skills when working with customers to resolve complex problems.
-Assisted the HR department with recruiting, interviewing, hiring, and orientations of new employees along with annual employee evaluations. Calculated time-sheets and coordinated with the HR department to ensure accurate and timely payroll. 
-Organized corporate charity events to contribute to the local community and promote teamwork among employees: Annual Clean The Beach event with Orange County Coastkeeper. Annual Holiday Food Drive in association with Second Harvest of Orange County. Annual Toy Drive in support of Children’s Hospital of Orange County (CHOC).

OFFICE MANAGER – MEMBER AND MERCHANT SERVICES

-Assisted the Vice President of Operations with the day-to-day responsibilities of a health & wellness direct-sales company open in 35 countries.
-Implemented new CRM software which allowed integration of telephone, email, and live chat platforms. Monitored and maintained logs of all communication for quality assurance purposes.
-Diagnosed and reported website/back office programming issues to the IT department using JIRA and communicated the status to the appropriate parties.

Served as Project Manager for the opening of a call-center in Mandaluyong Philippines. .
-Formulated, justified, and executed a budget that covered the costs of the office, utilities, equipment, payroll and travel
-Assisted the IT department with system integration
-Recruited, hired, and trained 8 local customer services representatives
-Visited the Philippines frequently for training and quality assurance purposes


Utilized management skills and on-line collaboration technology to ensure both the US the Asia office worked and trained in a transparent environment. Proficient with common online collaboration platforms (Gotomeeting, Screenconnect, Webex) 

Performed business presentations and trainings in North America, South America, and Asia.

Managed employee calendar and schedule, booked travel arrangements for company executives and processed reimbursement reports.

EXECUTIVE OPERATIONS MANAGER

-Managed and trained 10 customer service representatives offering support to users of the company's windows-based media player and social-media platform. Responsible for training a customer service team capable of quickly diagnosing and resolving any technical issues related to software installation and execution in a Windows environment.
-Determined scheduling and staffing needs to ensure customer inquiries were always handled quickly and effectively. 
-Instituted a division of customer service in Spanish which improved customer retention rate by over %8. 
-Served as tier 2 support for complex issues related to the online member portal. Worked directly with product engineers on fixes and enhancements to the overall user experience. Routinely shared new knowledge and best practices with the customer service representatives.
-Performed annual evaluations of customer service representatives consisting of self-evaluation, management evaluation and goal-setting.
-Maintained logs of all emails, chats, and phone call recordings. Performed telephone and live-chat shadowing for training and quality assurance purposes.
-Served as IT administrator for the Orange County office. Responsible for installing and maintaining LAN and WLAN networks along computers, printers, and VoIP telephones.

DIRECTOR OF CUSTOMER SERVICE

Find out detailed information about Bernie Rivera,  in Rancho Santa Margarita, CA

Bernie Rivera: in Rancho Santa Margarita, CA

Bernie Rivera

Lyoness America, Inc.

CieAura, LLC

Burnlounge, Inc.

A.J. Dimond High School