Summary
Overview
Work History
Education
Skills
Timeline
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Emilio Lugo Rivera

Emilio Lugo Rivera

Tampa,FL

Summary

Goal-driven analyst polished in managing vendors and breaking down large volumes of information. Strengths lie in problem-solving ability, strategic thinking, and technical knowledge. Showcased impact by contributing to data-driven decision making that increased efficiency and improved business outcomes in previous roles. Proactive at heading off issues in operations, workflow and production by uncovering trends affecting business success. Several years of experience in industry.

Overview

5
5
years of professional experience

Work History

Sr Analyst-Vendor Mgmt

Verizon Connect
Tampa, FL
07.2022 - Current
  • Lead vendor teams to influence and drive customer experience, while utilizing key performance indicators.
  • Owned and established a business relationship with the partner in order to drive results and performance, while managing key business initiatives.
  • Created and managed digital migration programs for global markets. While simultaneously maintaining a robust and loyal customer base.
  • Developed and deployed digital systems and tools to ensure partner agents are properly trained. During onboarding with internal and external stakeholders.

Analyst-WorkForce Plng & Anlys

Verizon Connect
Tampa , FL
10.2020 - 02.2021
  • Develop and maintain standardized reporting and analysis that provide the ability to deliver fact-based recommendations to stakeholders.
  • Use quality and customer satisfaction data to analyze various drivers impacting key performance metrics while delivering innovative, customer-focused solutions.
  • Lead projects and vendors with various levels of management, focused on embracing the digital evolution of customer engagement.
  • Develop data-focused, executive-level presentations, highlighting performance achievements and opportunities.

Coord I-Tech

Verizon Connect
Tampa, FL
02.2021 - 07.2022
  • Take ownership and respond to cases in the CRM tool submitted via email, application, or voicemail.
  • Facilitate collaborative case work with other departments (Operations, Product Team, Hardware,etc.)
  • Participate in knowledge-based content creation and Playbook edits.
  • Supporting bilingual customers in the Mexico Market with the deployment of resources.

Coord Customer Svc Operations

Verizon Wireless
Tampa, FL
08.2019 - 10.2020
  • Manages the attendance for the senior management teams at the Tampa Call Center.
  • Audits and monitors workplace arrangements, family & medical leave, and short-term disability claims.
  • Creates corrective action documents through the National Attendance Tool and provides data for termination review.
  • Conducts training programs to enhancing employees understanding of managing their time and guidelines on VZ Time.

Education

Information Technology

Strayer University

Skills

  • KPI analysis
  • Regulatory Compliance
  • Analytical Thinking
  • Audit Support
  • Report Preparation

Timeline

Sr Analyst-Vendor Mgmt

Verizon Connect
07.2022 - Current

Coord I-Tech

Verizon Connect
02.2021 - 07.2022

Analyst-WorkForce Plng & Anlys

Verizon Connect
10.2020 - 02.2021

Coord Customer Svc Operations

Verizon Wireless
08.2019 - 10.2020

Information Technology

Strayer University
Emilio Lugo Rivera