Adriana Rivera
Service Operations Manager @American Tower
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WORK HISTORY
Service Operations Manager @American Tower
Mexico City, MX
Responsible for the new business model deployment for the HispAM contact center (omnichannel)• Leadership and deployment for the AWS platform to improve Customer Experience, reducing in 10% monthly costs, and improved CC achievement against SLA from 64% to 85% of answered calls in 20secs through of introduction of performance targets and weekly reviews of shift patterns• Design and management for a new area: Order Management, due to improve E2E ticket management for all the LATAM Region, working closely with the local teams.• Control, monitor, maintain and improve the CRM team performance with the provider and internally• Design and roll out for the Tickets daily/monthly report and assessment in processes to improve results (E2E 100 days -today 80 days)
EDUCATION
Universidad La Salle, A.C.
Business Administration, Business Administration and Management, General
SKILLS
ABOUT ADRIANA RIVERA
Customer Care and Operations go beyond simply meeting targets. It’s about managing…
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