Rick Reyes
About Rick Reyes
Rick Reyes is a Call Center Supervisor with extensive experience in customer service and team management. He has held various roles in the staffing and consulting industries, demonstrating skills in conflict resolution, technical troubleshooting, and workforce management.
Work at Hagerty
Rick Reyes currently serves as a Call Center Supervisor at Hagerty Consulting, a position he has held since 2021. In this role, he is responsible for managing escalated calls to resolve customer complaints effectively. He supervises a remote call center team, utilizing Five9 and other programs for quality reviews and call monitoring. Rick also conducts team meetings and training sessions, demonstrating strong presentation and reporting skills. His work focuses on achieving mutually successful outcomes and ensuring high levels of customer satisfaction.
Previous Experience in Call Center Management
Before joining Hagerty Consulting, Rick Reyes accumulated extensive experience in call center management. He worked as a Customer Service Call Center Manager at Internet Brands from 2008 to 2011, where he oversaw customer service operations in El Segundo, California. Prior to that, he served as a General Manager at Fastemps Staffing for four months in 2019 and as a Vocational Specialist at Easterseals Southern California for six months in the same year. His background also includes four years as an Onsite Manager at ManpowerGroup from 2000 to 2004.
Education and Expertise
Rick Reyes holds a Bachelor of Science (B.S.) in Business, Management, Marketing, and Related Support Services from the University of Phoenix, where he studied from 2003 to 2006. He furthered his education at the University of North Texas, achieving a focus in Workforce Development and Training in 2012. His educational background equips him with the skills necessary for effective team management and operational oversight in call center environments.
Technical Skills and Problem Solving
In his role as Call Center Supervisor, Rick Reyes demonstrates strong technical skills by troubleshooting technical issues to minimize the need for Helpdesk assistance. He utilizes a Workforce Management (WFM) program to ensure schedule adherence and reliability within the call center. His ability to address and resolve technical challenges contributes to the overall efficiency and effectiveness of the call center operations.
Leadership and Team Management
Rick Reyes has developed significant leadership skills throughout his career. He supervises a remote call center team, ensuring that team members are well-trained and equipped to handle customer inquiries. He conducts regular team meetings and training sessions, fostering a collaborative environment that promotes continuous improvement. His experience as a Branch Manager at Rainmaker Staffing from 2004 to 2007 further solidified his management capabilities.