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Free
Price per hour
min
Call duration
Soon.
Next Available day
English, Spanish
Irvine, United States of America
Joined January, 2025
0.0
Free
Price per session
30 min
Coach Rios 25 years playing all roles in a Support Team Andrew Rios is a Global Customer Support Leader. He combines an energetic leadership style with a strong technical foundation and a deep understanding of Customer Experience/ Support and Engineering Operations. As a technologist, runner, mentor, speaker, and experienced Customer Experience and Technical Support leader, Andrew brings 25 years of BPO and global experience in team building and resource management. He has successfully led, developed, and worked with individuals and teams in diverse environments and roles, ranging from startups to Fortune 100 companies such as Turntide Technologies, Fitbit, Cisco, and Megapath Networks. Andrew is known for inspiring and developing others through his leadership by example, creating developmental opportunities that foster colleague and personal leadership development while driving business value. Andrew enjoys coaching his son's youth Soccer and Football teams as well as getting lost in a good book and time at the beach with his family.
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At FITBIT as the Director of Field Testing I strategically planned, hired, trained, and led a global customer validation organization, including the implementation of BPO & PMO infrastructure that supported the testing (QA, Alpha, & Beta) for all New Product Development & Introduction teams. Grew and led a team of Managers, Program Managers, Project Coordinators, and a Technical Support team.
At AVOCADO GREEN BRANDS, as the Vice President of Customer Experience I was responsible for defining the mission, vision, strategy, budget, and roadmap for creating a world-class customer experience team of +90 agents delivering stellar customer experience efficiently. Executing against these plans daily via Chat, E-mail, and Phone support. Utilizing current team members, I rebuilt and implemented an organizational structure, which included a CX Leadership team, Knowledge & Quality, Training, Product Specialists, and a Project Management team.
At CISCO SYSTEMS, as the Service Operations Manager, Support Engineering Managed, led, and expanded the Customer Support Engineering Team (Tier 3) with global locations, various functions, and teams such as Executive Response, Focus Launch (VOC), PSIRT, Product Safety management, and Bug Issue management Grew team from 4 US-based Tier 3 technicians to 45 global engineers providing worldwide product support as well as value-added (up-sell) service training for global call center teams
Head of CX at Cityside Fiber
Customer Support Leader Coach
Fitbit, Avocado, Belkin
NINJIO
Turntide Technology
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