Ricardo Freyre
Howard Beach,NY
Summary
Senior public sector leader with more than 25 years of experience directing large-scale service center and customer operations across New York City government. Proven track record managing high-performing teams, overseeing complex HR and public service operations, and implementing strategies that improve operational efficiency and service delivery.
Human resources professional prepared for strategic leadership roles. Known for driving positive change and improving employee satisfaction. Prioritizes team collaboration and adapts to evolving business needs. Key skills include talent management and conflict resolution.
Overview
37
37
years of professional experience
Work History
Director, HR Connect
NYC Department of Education
New York, NY, USA
01.2006 - Current
- Lead HR Connect operations providing centralized HR support to employees and applicants across the NYC public school system.
- Oversee service center operations supporting more than 150,000 DOE employees.
- Manage 55 staff including 5 direct reports consisting of managers, supervisors, and customer service representatives.
- Direct a high-volume HR service operation handling more than 261,000 inquiries and assisting over 143,000 callers annually.
- Conduct weekly operational reporting meetings reviewing performance metrics and service delivery goals.
- Maintain coordination with executive leadership and support departments regarding HR policies and procedures.
- Train and mentor managers, supervisors, and team leaders on operational procedures and service standards.
- Partner with Quality Assurance leadership to enhance representative performance and customer satisfaction.
- Oversee employee onboarding documentation and maintain records within the CRM tool.
- Direct workforce scheduling and staffing coverage to maintain service levels.
Senior Call Center Manager
NYC 311
New York, NY, USA
01.2005 - 01.2006
- Managed large-scale municipal call center operations including workforce management and operations support teams.
- Managed more than 200 employees including 10 direct reports in a 24-hour service environment.
- Analyzed operational challenges and implemented solutions to maintain service delivery standards.
- Maintained communication with executive leadership regarding operations and staffing.
- Provided leadership support on a 24-hour on-call basis to ensure uninterrupted city service operations.
Call Center Manager
NYC 311
New York, NY, USA
01.2002 - 01.2005
- Managed daily operations of a high-volume municipal call center responding to citywide inquiries.
- Managed 60 representatives and 3 direct-report supervisors.
- Provided coaching, mentoring, and performance evaluations to improve service delivery.
- Monitored call volume trends and operational metrics to ensure proper staffing levels.
- Collaborated with city agencies to ensure accurate public information.
- Recommended workforce planning strategies to meet service level objectives.
Deputy Director, Call Center
NYC Department of Environmental Protection
New York, NY, USA
01.1999 - 01.2002
- Directed daily operations of the department’s 24-hour call center.
- Managed 35 representatives and 4 direct-report supervisors.
- Resolved operational issues including system outages and workflow disruptions.
- Coordinated workforce scheduling and operational readiness.
- Supported emergency response communication operations.
Call Center Supervisor
NYC Department of Environmental Protection
New York, NY, USA
01.1996 - 01.1999
- Supervised 25 representatives and monitored call center performance metrics.
Call Center Representative
NYC Department of Environmental Protection
New York, NY, USA
01.1989 - 01.1996
- Responded to public inquiries related to environmental issues and entered service requests into tracking systems.
Education
High School -
Grover Cleveland High School
QueensSkills
- Core Leadership Competencies
- Human Resources Operations Leadership
- Service Center & Call Center Management
- Workforce Planning & Staff Development
- Customer Service Strategy & Performance Management
- Municipal Service Delivery
- Operational Process Improvement
- Policy Implementation & Compliance
- Cross-Agency Coordination
Core Leadership Competencies
- Human Resources Operations Leadership
- Service Center & Call Center Management
- Workforce Planning & Staff Development
- Customer Service Strategy & Performance Management
- Municipal Service Delivery
- Operational Process Improvement
- Policy Implementation & Compliance
- Cross-Agency Coordination
Timeline
Director, HR Connect
NYC Department of Education
01.2006 - Current
Senior Call Center Manager
NYC 311
01.2005 - 01.2006
Call Center Manager
NYC 311
01.2002 - 01.2005
Deputy Director, Call Center
NYC Department of Environmental Protection
01.1999 - 01.2002
Call Center Supervisor
NYC Department of Environmental Protection
01.1996 - 01.1999
Call Center Representative
NYC Department of Environmental Protection
01.1989 - 01.1996
High School -
Grover Cleveland High School