Andrew Rios

About Andrew Rios

I’m Andrew “Coach” Rios — a passionate, high-energy, Global Customer Experience and Support Operations Leader with 25+ years of experience guiding world-class support organizations across startups, scale-ups, and Fortune 100 companies.Blending a strong technical foundation with a people-first mindset, I’ve led and developed high-performing teams at companies like Turntide Technologies, Fitbit, Cisco, and Megapath Networks. My leadership is grounded in trust, empathy, and execution—building support infrastructures from the ground up, transforming underperforming teams, and aligning customer operations with business strategy.Whether I’m implementing global BPO strategies, designing Voice of the Customer programs, or coaching CX leaders, I bring **energy, clarity, and a builder’s mindset** to everything I do. My core strength is connecting deeply with people and helping them unlock their potential while delivering measurable business value.**Core Strengths**: Relator | Futuristic | Restorative | Self-Assurance | Activator **Expertise**:• Global CX & Support Operations• Team Building & Leadership Development• Technical Support & Escalations• BPO/Vendor Management• Program & Process Design• Voice of the Customer (VOC)• Beta Testing & Product Feedback• CRM Ecosystems (Zendesk, Salesforce, Jira, etc.)I’m also a runner, mentor, speaker, and proud youth coach for my son’s soccer and football teams. When I’m not building support strategies, you’ll find me enjoying a good book or spending time at the beach with my family.If you\'re passionate about building great teams, transforming CX, or leading with purpose. Let’s connect.

Experience

1. Head of Customer Experience

   Cityside Fiber

   Apr 2024 — Present · Irvine, CA, US

   Building the next great BSP!

Education

• DeVry University

  Bachelor's degree, Telecommunications Management

  1996 — 1999

• Pepperdine University, The George L. Graziadio School of Business and Management

  Master's degree, Management and Leadership

  2013 — 2014

Skills

• Ip
• Network Engineering
• Cross-Functional Team Leadership
• Business Process Outsourcing (Bpo)
• Training
• Call Center Development
• Culture Change
• Qos
• Ccnp
• Voip
• Data Center
• Dsl
• Team Management
• Mpls
• Management
• Team Building
• Telecommunications
• Virtualization
• Routers
• Switches
• Network Design
• Network Architecture
• Vpn
• Network Administration
• Technical Leadership
• Frame Relay
• Network Security
• Organizational Behavior
• Crm
• IT Strategy
• Security
• Managment
• IT Management
• Process Improvement
• Operations Management
• Global Cross-Functional Team Leadership
• Troubleshooting
• Wireless
• Public Speaking
• Ipsec