Richard Rivera , PMP®,DASM®,LSSGB

Experience

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  DialAmerica Marketing, Inc.

  Dec 2002 - Apr 2004

  Call Center Operations Manager

  Managed and led a team of 60 employees responsible for making sales calls to more than 100 customers daily.Conducted active monitoring of team calls as a Supervisor, delivering valuable feedback on sales strategies, scripted rewrites, call quality, and enhancing overall performance.Provided effective coaching strategies to enhance sales proficiency for high-profile clients, including MBNA, Amtrak, Bank of America, and Washington Mutual, resulting in increased sales productivity and client satisfaction. Show less

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  Comfort Lounge

  Jul 2005 - Aug 2010

  Operations Manager

  Overseeing a team of 30 employees and offering constructive feedback to the owner on business improvements and employee performance, ensuring optimal business outcomes.Nurturing relationships with a customer base of nearly 1000 attendees, prioritizing excellent service to enhance customer satisfaction and loyalty.Taking charge of daily payroll payout and conducting inventory checks for beverage and food levels, facilitating efficient purchasing and inventory management.Successfully translating goals for operation performance, encompassing objectives related to quality, speed, dependability, flexibility, and cost, contributing to the overall success of the operation. Show less

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  Kentrel Corp

  Sept 2010 - Jan 2012

  Operations Manager

  Spearheaded the creation and delegation of more than 500 routes to a team of 30 technicians for daily water meter installations across New York City, ensuring efficient project execution.Effectively delegated office tasks to a staff of 10 employees, including programming appointments for technicians' handheld scanners, maintaining communication with the Department of Environmental Protection for customer updates, and providing real-time updates to the company's home office in Pennsylvania, streamlining operations and ensuring project success. Show less

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  Apple

  Apr 2015 - Sept 2015

  Genius Bar Lead (CE)

  Providing comprehensive support to Genius Bar technicians in resolving customer service issues efficiently and effectively.Coordinating team lunches and breaks to ensure smooth workflow and promote a cohesive team environment.Collaborating with the leadership team to develop strategic approaches for addressing customer needs related to product purchases and technical assistance, thereby enhancing customer satisfaction and team success.

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  Apple

  Mar 2016 - Apr 2017

  Market Facilitator (CE)

  As part of my role, I had the responsibility of training technicians and potential Creatives at Apple Stores across Westchester, New York, and Connecticut. The training program aimed to equip them with the necessary skills to proficiently repair iOS devices and engage customers at the genius bar. Additionally, I provided training to Creatives on best practices for educating customers about our products and services during Today at Apple sessions.

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  The Evening Experience Radio Show

  Jul 2017 - Jul 2019

  Streaming Development Manager

  Employing Agile methodologies, I led the triumphant development of the website, culminating in an impressive audience of over 200,000 listeners upon project completion.Pioneering innovative strategies, I adeptly implemented project automation, transforming clients' YouTube RSS feed into Podcasts accessible across prominent platforms such as iTunes, iHeart Radio, and SoundCloud. This astute move streamlined content distribution, resulting in a substantial surge in the reach of the produced materials.Strategically architecting a comprehensive blueprint, I orchestrated the design and automation of a dynamic website using wix.com. This approach seamlessly integrated connections with Instagram and Twitter, yielding a finely tuned online presence that led to heightened user engagement.Masterminding the strategic automation of clients' YouTube feed, I tactically disseminated content across diverse platforms, including Facebook, Instagram, and Periscope. This proactive measure significantly amplified content visibility, broadening the scope of audience reach.In fostering collaborative partnerships with clients, I engaged closely to formulate a budget-conscious approach that prioritized cost-effectiveness without compromising unwavering content quality standards. This meticulous attention to detail not only guaranteed client satisfaction but also fueled the remarkable success of the project. Furthermore, my diligent monitoring of the live feed and radio sound quality allowed me to provide weekly feedback and corrective measures for each show. This iterative process not only ensured consistent improvements but also facilitated quantifiable growth for each show, perfectly aligning with Agile methodologies' principles of continuous improvement. Show less

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  Apple

  Jun 2020 - Nov 2020

  Store Lead (CE)

  Provided exceptional support to customers and team members, swiftly addressing escalations and inquiries within the organization scope.Initiation and closure activities, overseeing store opening and closing to create a customer-friendly environment. Accountable for cash handling responsibilities as needed.Effectively supervised team meals and breaks, ensuring precise schedule timing to boost productivity and team spirit.Proficiently delegated tasks to team members, aligning assignments with the store objectives and individual capabilities to drive successful outcomes. Show less

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  Apple

  Jul 2021 - now

  I have taught over 5000 customers and peers in Apple products and services, leveraging my expertise to conduct daily workshops that ensure effective planning and execution. This fosters skill development and team integration, contributing to a cohesive and knowledgeable workforce.I closely analyze workshop attendance data and collaborate with managers to develop a comprehensive schedule that maximizes participation and optimizes the utilization of resources. This data-driven approach helps create an engaging learning environment for participants.Engaging with the team and customers is a priority for me. I provide captivating product demos and address inquiries related to both retail store and online products, ensuring that customers have a clear understanding of Apple's offerings.I'm also an active contributor to the Apple Store leadership team, working collaboratively to design innovative learning modules for peers and coordinating private workshops for organizations seeking Apple product education support. This demonstrates my commitment to enhancing the knowledge of both internal and external stakeholders.During workshops, I excel at multitasking, deftly handling customer questions and concerns about their devices while maintaining the flow of the session.I extend my reach beyond the store by delivering training to kids in the community, focusing on creative skills such as movie-making, music creation, and photo editing for school projects. I always adhere to project timelines and objectives, ensuring that students receive a comprehensive and valuable learning experience. Show less Drive sales growth and cultivate customer loyalty by skillfully executing strategic initiatives, resulting in increased incremental revenue and expanded opportunity pipelines.Propose ingenious solutions for businesses of varying sizes, extending beyond the realm of Apple products and services. Harnessing online resources and contact centers, these solutions are meticulously tailored to amplify business outcomes.Collaborate seamlessly with cross-functional teams to strategize, coordinate, and oversee business sessions, briefings, workshops, and events. This meticulous planning ensures flawless execution, aligned perfectly with the distinctive needs of our valued business clientele.Conduct comprehensive assessments to evaluate the effectiveness of store product offerings in meeting the diverse requirements of business customers. Swift adjustments are implemented when necessary, optimizing both customer satisfaction and business success. Notably, I have successfully managed and nurtured a portfolio of over 100 business accounts, collectively driving sales exceeding 1.5 million dollars throughout my career experience. Show less

  • Creative Professional (Instructional Technologist)

    May 2012 - now

  • Business Expert (Account Manager)(CE)

    Jul 2021 - Dec 2021