Coach Rios

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

Fitbit, Avocado, Belkin

NINJIO

Turntide Technology

Coach Rios "Helping organizations develop high-performing leaders through data-driven talent strategies | MSML | Talent Development Professional" • Talent Development • Leadership Training • Organizational Effectiveness • Executive Coaching • Learning Strategy • Workforce Development