Jacques Rivera

Experience

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  WELS Academy Philippines

  Jul 2005 - Jul 2009

  Coordinator and Team Leader

  ● Conducted interview for incoming applicants. Provided training to new employees from introductory of the company, teaching materials, to the system used.● Officer in charge in the evening shift. Served as a liaison between the Manager and employees. Lead bi-weekly Team leader’s meeting and monthly teacher’s meeting. ● Provided basic software and hardware troubleshooting. Monitored, gave feedback, presented suggestions, and available software to be used depending on the system’s performance. Installed and updated the operating system, antivirus, desktop applications, drivers, and hardware devices. ● Conducted coaching to Telephone English teachers and acts upon the complaints made by the students. Submitted weekly reports and performance evaluation to the manager. Show less

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  BoVentures Inc.

  Jul 2009 - Jan 2014

  IT Manager

  Worked as part of a proactive team of highly-experienced, sharp and analytical public relations and investor relations professionals with a proven track record of delivering results without sacrificing integrity.Duties:● Vonage VOIP, Five9 predictive dialing system, and Godaddy.com: Managed and configured online accounts—created usernames, managed passwords, campaign properties such as assigning users, leads, and call recordings using its administrator and supervisor console● Responsible for database management and integration using SAGE Act 2005, Five9 predictive dialer and Salesforce.● Performed hands-on administration, monitoring, and troubleshooting of office-wide Local Area Network and Wireless Area Network. ● Setup PC Linux OS distribution to act as File Server for 20 or more users.● Assisted in web development, uploading and maintenance of websites, and provided graphic works, soft copy and online fact sheet of clients. Show less

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  Sykes Asia Inc.

  Feb 2014 - Mar 2016

  Escalation Manager

  ● Performed as primary interface for Hewlett-Packard Australia with regards to customer escalations.● Established correct expectations, enforced relief and resolved through effective communication.● Ensured customer is heard throughout escalation process. ● Coordinated with the customers for developing an escalation management plan as per their requirements, added additional resources for escalation process if required, and developed a detailed technical plan accordingly.● Initiated hierarchical escalation process as per the incident management process, including senior authorities and asking for their support, if the need arises. Show less

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  PSG Global Solutions

  Mar 2016 - Apr 2017

  Senior Recruiter

  •Responsible for sourcing, recruiting, and screening applicants for a variety of technical positions, including software engineers, system administrators, computer programmers, and database administrators•Reviewed resumes, cover letters, and interview performance.•Sourced excellent candidates for world-class OEMs, Tier 1s, IT and Engineering, Automotive companies. (Active/Passive Sourcing)•Worked on complex Automotive Engineering roles (Project Engineers, Mechanical Engineers, Designers, Electrical Engineers and Project Managers etc.)•Worked very closely with the Hiring Managers, Sales Manager, Recruiting Manager to ensure that the client needs are met in a timely manner.•Attended daily client meetings, intake calls to review performance and report current status on each requisition. Show less

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  RingCentral

  Jul 2017 - now

  ■ Define strategy, objectives, project scope, and business requirements for various new or enhancedprojects and facilitate the successful rollout and adoption of new systems, processes, etc.■ Work cross-functionally with engineering and product management to facilitate rollout of trainingand education on features and functionality in new releases with just-in-time delivery to supportteam, and enable their ability to support their customers on day one with new releases.■ Work cross-functionally with engineering, marketing and product management to improve processesfor support organization, product, and customer experience.■ Monitor existing workflow, processes, and industry trends to suggest areas of potentialimprovement.■ Identify opportunities to improve workflow and create supporting documentation for review bypeers and management Show less

  • Professional Services Manager

    Jul 2023 - now

  • Associate Manager

    Aug 2021 - Jul 2023

  • Project Manager

    Jul 2017 - Aug 2021