Appointment Setter
Bulacan
Hello, my name is Gabriel Rivera. I bring over 15 years of experience in customer service, technical support, operations, and leadership within the BPO industry. Throughout my career, I progressed from a Technical Support Representative to Team Leader, Senior Team Leader, and eventually Operations Manager, leading high-performing teams and driving operational success. My strengths include team leadership, performance management, coaching and development, customer service excellence, problem-solving, and process improvement. I have extensive experience managing KPIs, handling escalations, improving team performance, and ensuring operational efficiency in fast-paced environments. What sets me apart is my ability to combine strong leadership with a people-first approach. I focus on developing individuals, building engaged teams, and delivering measurable business results. I am adaptable, highly organized, and committed to providing exceptional service while helping clients achieve their goals. I take ownership of my work, communicate effectively, and consistently look for opportunities to improve processes and outcomes.
VXI Global Solutions, full_time
Mar 2019 to Sep 2020
Oversee end-to-end operations to ensure achievement of client and business objectives. Manage multiple teams, Team Leaders, and support functions across the account. Drive performance against key metrics such as SLA, KPI, CSAT, Quality, Productivity, and Attendance. Develop and implement operational strategies to improve efficiency and service delivery. Analyze performance data and identify trends, risks, and opportunities for improvement. Conduct business reviews and present operational results to clients and senior leadership. Lead workforce planning, staffing, scheduling, and resource allocation initiatives. Ensure compliance with company policies, client requirements, and regulatory standards. Manage escalations, critical incidents, and customer-impacting issues. Collaborate with clients to address concerns, align expectations, and strengthen partnerships. Coach and develop Team Leaders and managers to build leadership capabilities. Drive employee engagement, retention, and succession planning programs. Oversee quality assurance and continuous improvement initiatives. Implement process improvements to increase productivity and reduce operational costs. Monitor budget utilization and support financial performance objectives. Lead change management and organizational initiatives within the account. Coordinate with cross-functional departments such as HR, Training, Quality, and Workforce Management. Ensure consistent delivery of excellent customer experience and operational excellence. Create and execute action plans to address performance gaps and achieve business goals. Foster a culture of accountability, collaboration, and continuous improvement.
VXI Global Solutions, full_time
Mar 2017 to Mar 2019
Lead, mentor, and develop multiple Team Leaders and their respective teams. Oversee daily operations to ensure achievement of business objectives and service levels. Monitor and analyze team performance, KPIs, productivity, quality, and customer satisfaction metrics. Conduct performance reviews, coaching sessions, and leadership development programs. Manage escalated customer concerns and operational issues requiring advanced resolution. Drive continuous improvement initiatives to enhance efficiency and service quality. Develop and implement action plans to address performance gaps and operational challenges. Collaborate with senior management and clients to align operational goals and expectations. Prepare and present performance reports, business reviews, and operational insights. Ensure compliance with company policies, procedures, and regulatory requirements. Support workforce planning, staffing, scheduling, and resource allocation. Lead change management initiatives and communicate organizational updates effectively. Identify training needs and coordinate development programs for Team Leaders and agents. Foster a high-performance culture focused on accountability, engagement, and results. Track and manage employee engagement, retention, and succession planning efforts. Partner with cross-functional departments to improve processes and customer experience. Drive achievement of revenue, productivity, quality, and customer satisfaction targets. Serve as the primary point of contact for leadership escalations and critical business issues.
VXI Global Solutions, full_time
May 2016 to Mar 2017
Lead and manage a team to achieve performance and service goals. Conduct regular one-on-one coaching and performance reviews. Monitor KPIs, productivity, attendance, and quality metrics. Provide real-time support and guidance to team members. Handle customer escalations and resolve complex issues. Develop action plans to improve individual and team performance. Facilitate team meetings, huddles, and training sessions. Prepare and analyze performance reports and operational data. Ensure compliance with company policies, procedures, and standards. Recognize and reward employee achievements and improvements. Collaborate with management to implement process improvements. Support onboarding and training of new hires. Manage staffing, scheduling, and workforce coverage. Identify performance gaps and deliver targeted coaching. Foster a positive, productive, and customer-focused work environment. Drive employee engagement, accountability, and professional development. Coordinate with cross-functional teams to achieve business objectives. Ensure smooth day-to-day operations and service delivery.