Auronil Rivera
St Cloud,FL
Summary
Experienced operations professional with a strong background in customer experience, escalation management, BPO operations, and process improvement. Skilled in partnering with internal teams and client stakeholders to improve workflows, reduce operational inefficiencies, and enhance customer satisfaction. Known for being highly organized, solution-oriented, and effective at driving operational improvements in fast-paced environments.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Operations Manager
Squaretrade
Remote
07.2019 - Current
- Lead operational performance initiatives supporting global BPO partner operations and a team of 50+ supervisors across customer escalation and resolution functions.
- Oversee a specialized team of analysts responsible for managing corporate-level customer escalations and executive support cases.
- Partner directly with retailer account managers to review operational performance, improve customer contact strategies, reduce escalation rates, and enhance overall customer experience.
- Collaborate cross-functionally with internal leadership, vendor partners, and stakeholders to identify process gaps and implement operational improvements.
- Analyze complaint trends, escalation drivers, and KPI performance metrics to support strategic decision-making and continuous improvement initiatives.
- Drive workflow optimization efforts focused on improving service consistency, operational efficiency, and customer satisfaction outcomes.
- Support operational rollouts, process enhancements, and business initiatives across multiple lines of business and global support teams.
Customer Experience Manager
Squaretrade
Orlando, FL
04.2017 - 07.2019
- Managed daily operations and performance for a team of customer experience specialists in a high-volume environment.
- Improved customer experience by helping reduce wait times and streamlining call-handling processes.
- Conducted coaching sessions, performance reviews, and quality discussions to improve team performance and service consistency.
- Monitored operational trends and collaborated on process improvements to support KPI achievement and customer satisfaction goals.
Quality Assurance Analyst
Squaretrade
Orlando, FL
05.2016 - 04.2017
- Evaluated customer interactions for compliance, accuracy, and service quality.
- Provided detailed coaching and feedback to improve agent performance and customer experience outcomes.
- Identified recurring operational issues and contributed to process improvement recommendations and training initiatives.
Specialty Sales Representative
Liberty Mutual
Lake Mary, FL
10.2015 - 05.2016
- Identified potential clients and conducted thorough needs assessments to recommend appropriate specialty insurance products. Explained policy features and coverage options, prepared and presented quotes, and successfully closed sales while processing policy applications.
Social Media Manager
AT&T
Orlando, FL
11.2012 - 10.2015
- Increased customer engagement through strategic social media management, enhancing the company’s online presence. Responded to customer inquiries, ensuring high satisfaction levels, and collected feedback to implement process improvements that exceeded satisfaction goals.
Customer Service Representative
AT&T
Orlando, FL
11.2008 - 11.2012
- Responded to customer inquiries regarding services, equipment, promotions, roaming, and billing while managing payment requests, activations, and upgrades. Effectively addressed and resolved concerns, improving customer retention and satisfaction.
Education
High School Diploma -
Colonial High School
Orlando, FL05-2007
Skills
- Process Improvement & Workflow Optimization
- KPI & Operational Performance Analysis
- Escalation Management
- BPO Operations Management
- Cross-Functional Collaboration
- Customer Experience Operations
- Reporting & Operational Insights
- Process Documentation & Standardization
- Project Coordination
- Stakeholder & Client Partnership
- Operational Strategy & Execution
- Team Development & Coaching
- Continuous Improvement Initiatives
- Conflict Resolution & Employee Relations
- Bilingual: English & Spanish
Accomplishments
- Led the global rollout and restructuring of a supervisor hotline support model across offshore BPO operations, implementing tier-based escalation support to improve resolution efficiency and agent assistance.
- Reduced hotline escalation rates from 5–7% to approximately 2% by analyzing escalation trends, partnering with training teams, and implementing call ownership initiatives to reduce unnecessary escalations.
- Improved operational efficiency by transitioning a significant portion of hotline support interactions from phone to form/chat-based assistance, reducing hotline call volume by approximately 40%.
- Achieved and maintained a 97% first-touch SLA completion rate for corporate partner escalations by implementing standardized escalation processes, improving accountability structures, and reducing missed SLA occurrences across leadership and analyst teams.
Certification
Lean Six Cigna Green Belt Certified
Timeline
Operations Manager
Squaretrade
07.2019 - Current
Customer Experience Manager
Squaretrade
04.2017 - 07.2019
Quality Assurance Analyst
Squaretrade
05.2016 - 04.2017
Specialty Sales Representative
Liberty Mutual
10.2015 - 05.2016
Social Media Manager
AT&T
11.2012 - 10.2015
Customer Service Representative
AT&T
11.2008 - 11.2012
High School Diploma -
Colonial High School