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RICO JAVIER
ABOUT RICO JAVIER
Throughout his career, Rico Javier has been leading a bilingual team of supervisors and agents in the technical customer support divisions of Verizon. In 2018 Rico Javier took part in the first phase of closing out brick and mortar call centers to working as 'Home Base Agent' division as a Technical Support Supervisor. Prior to moving to the home division, Rico Javier worked as a Senior Manager in Bilingual Technical Support at Verizon's Albuquerque Call Center. In these roles, Rico Javier delivers performance by leading a team of 16+ agents leading in the top ten of the Verizon enterprise month after month.
One of many achievements, Rico Javier was named Albuquerque's call center champion in regards to schedule efficiencies, and maintained top stack ranking month to month in key performance metrics. Rico Javier then took the lead in training his peers in this course which surmounted in becoming the center's action plan.
In 2006, Rico Javier took the lead in the development of the Bilingual Technical Support Division of the then new El Paso Call Center in El Paso, Texas. Rico Javier was solely responsible for the coordination and hiring a team of over 200 supervisors, administration and representatives.
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Rico Javier has been a part of a diverse background in the technology industry having also taken on the role as Manager of Intercarrier Services, where he negotiated and made sound decisions with carrier market competitors roaming contracts, analyzing roaming usage patterns and collaborating with cellular engineers in order to assure best resolutions to customer base coverage and expectations.
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Having a passion for growth, Rico Javier has had extensive training and was accepted in first class of the Leaders for Tomorrow Program that explored and discovered ways to increase efficiency and develop innovative improvements in the cellular industry. Throughout his career, Rico Javier has been driven to success by inspiring leaders among his peers and always striving to achieve and surpass expectations.
Rico Javier has a passion for technology and innovation, because they bring people together. In reality, computer networks are not just about connecting computers together, they connect people. Rico Javier was born in the Dominican Republic, grew up in Manhattan and now lives in Florida. Rico Javier is married and raised two sons in the beautiful Southwest and enjoys traveling, fishing and catching up on the latest innovations.
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PROFESSIONAL EXPERIENCE
Background & Expertise
VERIZON WIRELESS LEADERSHIP:Â BILINGUAL SENIOR MANAGER/ SUPERVISOR HBA TECHNICAL SUPPORT
June 2002 - Present
Responsible for leading a bilingual team of supervisors and agents in the Technical Customer Support divisions of Verizon. In 2018 Rico Javier took part in the first phase of closing out brick and mortar call centers to working in the Home Base Agent (HBA) division as a Technical Support Supervisor.
Prior to moving to Home Base, Rico Javier worked as a Senior Manager in Bilingual Technical Support at Verizon's Albuquerque Call Center.
Responsible for assuring technical resolution, productivity and customer satisfaction with personal developmental coaching objectives to exceeds goals and service standards.
Expertise in leadership skills with strong written and verbal communication skills that include coaching, recognition and motivation, along with training to aspire performance, as well as productivity, and to develop results and promote leadership.
Skilled in public speaking to large diverse groups and teams ranging from training sessions to motivational presentations.
Proficient in utilizing an array of office application, (Microsoft, Office Suite, etc.), as well as an extensive knowledge of the latest computer systems and hardware, as well as adept in grasping office application updates and systems.
Provide a high level of excellence in written and verbal communication skills.
Shown flexibility to provided assistance for CORE overflow calls during holidays and heavy volume days.
ALLTEL INTERCARRIER SERVICES MANAGER, PHOENIX, ARIZONA
June 1999 - June 2002
Responsible for managing the Intercarrier Services Team for Alltel Wireless prior their acquisition from Verizon Wireless, with office located in Chandler, Arizona.
Multimillion-dollar monthly net consolidation of intercarrier billing.
Ensured seamless roaming between customers abroad and foreign customers within our networks.
Prepared daily, weekly, and monthly reports at the executive level.
Performed basic accounting functions including books reconciliation.
Audited vendor billing, corrected errors, and cured inefficiencies to yield an office savings of 2% in the first six months.
Developed office operational guidelines for staff members increasing efficiency by 22%.
EDUCATION
2005 ALLTEL GRADUATE: LEADERS FOR TOMORROW
Graduate Program offering extensive training/travel to examine leadership ethics, to increase efficiency and to develop innovative improvements with core leadership training.
EQUIVALENT ASSOCIATE OF APPLIED SCIENCE
City College of New York, New York City, New York (3-1/2 years)
KEY ACHIEVEMENTS/EXPERIENCE
• Top ranking in key performance metrics • Rated Verizon's #1 Senior Manager Western Region
• Solely responsible for Directing the Opening of the Bilingual Technical Support Division in El Paso, Texas
• Meticulous attention to detail
• Strong interpersonal & communication skills
BILINGUAL - FLUENT IN ENGLISH AND SPANISH
PROFICIENT IN THE LATEST TECHNOLOGY AND SOFTWARE
WORK COLLABORATIVELY AS PART OF A TEAM
ADDITIONAL EXPERIENCE
Credit Review Analysis
Reviewed credit reports to determine credit worthiness of clients.
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Scheduling
Solely responsible for creating schedules to meet an 80% service level with an average speed of answer of 30 seconds.
Collections
Both incoming/outgoing collections negotiations for credit card accounts.
Phone ATM Trouble Shooting
Resolution of live ATM translations.
LET’S CONNECT
Rico Javier
Cell: 915-478-1111