Rick M. Vega
Los Angeles,CA
Summary
Results-driven call center manager with over a decade of management experience and leader with positive attitude and passion for providing high-quality advice and guidance to clients. Proven ability to identify customer needs, resolve conflicts and build strong relationships. Possesses excellent problem-solving, communication and interpersonal skills.
Overview
30
30
years of professional experience
Work History
Admission Advisor II
Archer Education
03.2021 - 04.2023
- Recruited, prescreened, and enrolled students with a 100% success rate for college campaigns.
- Analyzed student data and identified inefficient gaps for the marketing team that increased enrollment rate by 25%.
- Audited department calls and made recommendations that improved department scores to 98% or higher.
Quality Auditor Associate II
Archer Education
07.2017 - 02.2021
- Audited between 50-75 calls a day with our domestic & international publishers.
- Enhanced product quality by conducting thorough audits and identifying areas for improvement that increased efficiency by 20%.
- Onboarded and offboarded new and existing publishers.
Customer Support Agent III
Archer Education
06.2010 - 07.2017
- Top 3% in the department in enrolling college students and achieving excellent quality audit scores of 99% or higher.
- Averaged 85-90 outbound calls per day.
- Led a project team that contacted previous students on customer service survey and analyzed data that resulted in 12% increase in enrollment rate.
- Followed strict guidelines that ensured uniformity and quality communication with past students.
Operations Liaison
Azur Pharma & Avanir Pharmaceuticals
06.2006 - 12.2008
- Acted as a facilitator between stakeholders (HCPs, Pharmacy, Sales, Marketing, IT, Finance, and Medical Department.)
- Traveled 2 weeks each month to visit top prescribing doctors of Clozapine, and enrolled 10-15 new prescribing medical professionals.
- Went on 15 new sales visits a week and communicated with medical professionals to promote the company 24/7 FDA national registry/call center.
Call Center Manager
Alamo Pharmaceuticals
01.2004 - 06.2006
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
- Led daily team meetings to review performance, set targets and motivate staff.
- Inputting over 3,000 patient's bloodwork daily into our FDA national registry in 2006.
Customer Service Manager
Continental Warranty
05.2002 - 12.2003
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Restructured the department by implementing job descriptions.
- Focused on efficiencies and increased the retention rate from 3% to 8% in 18 months.
Member Service Supervisor
Health Net
02.1997 - 05.2002
- Top 5% unit in the department based on service levels/quality audits each month.
- Supervised 20 call center representatives.
- Raised staff morale by implementing an employee incentive plan based on KPI goals.
Customer Service Supervisor
California Clinical Trials
01.1993 - 02.1997
- Supervised 16 employees in the department.
- Monitored call volumes to ensure proper scheduling of patients for our clinical trials.
- Ensured that all patients met strict FDA guidelines before scheduling into our clinical trial studies.
- 100% successful in completing all clinical trials on time.
Education
Bachelor of Arts - History
UCLA
Los Angeles, CA06.2018
Associate of Arts - History
El Camino College
Torrance, CA06.2016
Skills
- Active Listening
- Multitasking Abilities
- Team building
- Written Communication
- Excellent Communication
- Flexible and Adaptable
- MS Office
Timeline
Admission Advisor II
Archer Education
03.2021 - 04.2023
Quality Auditor Associate II
Archer Education
07.2017 - 02.2021
Customer Support Agent III
Archer Education
06.2010 - 07.2017
Operations Liaison
Azur Pharma & Avanir Pharmaceuticals
06.2006 - 12.2008
Call Center Manager
Alamo Pharmaceuticals
01.2004 - 06.2006
Customer Service Manager
Continental Warranty
05.2002 - 12.2003
Member Service Supervisor
Health Net
02.1997 - 05.2002
Customer Service Supervisor
California Clinical Trials
01.1993 - 02.1997
Bachelor of Arts - History
UCLA
Associate of Arts - History
El Camino College
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