Summary
Overview
Work History
Education
Skills
Certification
Timeline
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James Rivera

Customer Service Rep
Palmdale,CA

Summary

After a long and very successful career as a business owner and consultant I'm now transitioning to a much less intensive way to work while utilizing my vast experience and expertise in customer service.

Overview

32
32
years of professional experience
1
1
Certification

Work History

Business Management Consultant

Legacy Sales & Marketing, LLC.
05.1998 - Current
  • Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
  • Developed complete business plans and operational strategies for new and existing business.
  • Performed as consultant for startup business in areas of marketing, logistics, and training to various behavioral healthcare service professionals.
  • Evaluated situations and delivered targeted solutions using various tools and resources.
  • Author of the successful marketing system, "Make Your Inside Reality Match Your Outside Perception For Sustainable Growth" used by hundreds of small and medium sized businesses today.

Call Center Owner

Legacy Communications LTD
03.2001 - 11.2011
  • Trained and motivated employees to perform daily business functions.
  • Consulted with customers to assess needs and propose optimal solutions.
  • Conducted target market research to discover customer needs and analyze competitor trends.
  • Cultivated forward-thinking, inclusive and performance-driven company culture to lead industry innovations.
  • Trained and developed team members to build human capital.
  • Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
  • Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Negotiated price and service with customers and vendors to decrease expenses and increase profit.
  • Implemented innovative programs to increase employee loyalty and reduce turnover.
  • Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
  • Implemented business strategies, increasing revenue, and effectively targeting new markets.

Co Owner Online Real Estate Company

ItsYourNewHome.com
01.1999 - 04.2007
  • Drove implementation of new market expansion to propel business forward and adapt to market changes.
  • Set, enforced, and optimized internal policies to maintain responsiveness to demands.
  • Monitored performance, identified areas of improvement and devised solutions to address areas of weakness.
  • Created and maintained customer-centric culture to drive customer satisfaction and expand customer base by centralizing all customer service to my call center and away from our realtors.
  • Introduced new methods, practices, and systems to reduce turnaround
  • We were the fastest growing real estate company in US 2 years in a row and for 6 years in California largely drivin by customer service systems I created.

Co-Owner of Auto Repossession Company

Immediate Recovery Service, LLC.
08.1992 - 02.1998
  • Set, enforced, and optimized internal policies to maintain responsiveness to demands.
  • Drove implementation of new market expansion to propel business forward and adapt to market changes.
  • Collaborated with development teams, internal customers, and product line management to verify delivery of desired quality requirements to distributors.
  • Grew company to the 3rd largest repossession outfit in California which is the biggest asset repo market in the world by creating customer service systems tailored to finance companies and their unique needs.

Education

Associate of Arts - Sales & Marketing

Bakersfield College
Bakersfield, CA
1989

Skills

* Able to change the inside reality of a company to match an outside perception that gives customers control of how their goods and services are delivered

* Over 10 years of experience in every facet of customer service

* Very effective creator, trainer and implementer of customer service systems

Certification

Indoor Air Quality Expert 1 Teacher/Certifier

Timeline

Call Center Owner

Legacy Communications LTD
03.2001 - 11.2011

Co Owner Online Real Estate Company

ItsYourNewHome.com
01.1999 - 04.2007

Business Management Consultant

Legacy Sales & Marketing, LLC.
05.1998 - Current

Co-Owner of Auto Repossession Company

Immediate Recovery Service, LLC.
08.1992 - 02.1998

Associate of Arts - Sales & Marketing

Bakersfield College

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James RiveraCustomer Service Rep