Overview
Work History
Education
Skills
Summary
Timeline
Generic

Onix Rivera

Folsom,Pennsylvania

Overview

17
17
years of professional experience

Work History

Team Lead

Freedom Care
PHILADELPHIA, PA
06.2024 - Current
  • Created plans to propose solutions to problems related to efficiency, costs or profits.
  • Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
  • Resolved customer complaints and issues promptly, ensuring high levels of satisfaction.
  • Facilitated team meetings to discuss targets, strategies, and address any issues.
  • Monitored operations and reviewed records and metrics to understand company performance.
  • Assisted the manager in setting achievable goals for the team while monitoring progress towards them.

Team Lead

Comcast, Xfinity
PHILADELPHIA, Pennsylvania
01.2008 - 11.2023
  • Trained new staff in relevant processes and procedures.
  • Resolved escalated customer complaints or queries promptly and efficiently.
  • Implemented performance, quality and efficiency measures to achieve aggressive production goals.
  • Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
  • Promoted to leadership position in recognition of strong work ethic and provided exceptional customer service.
  • Offered training and support to keep team members motivated and working toward objectives.
  • Reviewed existing systems and procedures regularly, suggesting ways they could be improved or optimized.

Education

Bachelor of Arts - History

Penn State
Abington, PA
05-2006

Skills

  • Production Monitoring
  • Schedule Management
  • Trend Tracking
  • Performance Monitoring
  • Performance Improvement
  • Documentation and Reporting
  • Client Support
  • People Management
  • Leading Team Meetings
  • Sales Expertise
  • Call Center Operations
  • Coaching and Mentoring
  • Customer relationship management
  • Goal setting
  • Conflict resolution
  • Efficiency Improvement
  • Team collaboration

Summary

  • Experienced team Leader skilled in quality assurance and issue resolution, with a focus on enhancing customer satisfaction and team productivity. Expert in personnel training and project management, consistently fostering a collaborative work environment. Proven track record in setting and achieving ambitious goals.

Timeline

Team Lead

Freedom Care
06.2024 - Current

Team Lead

Comcast, Xfinity
01.2008 - 11.2023

Bachelor of Arts - History

Penn State
Onix Rivera