Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Performing Artist
Languages
Timeline
BusinessAnalyst

Ronaldo Rivera

Rooty Hill,NSW

Summary

An encouraging, nurturing manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills.

Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

22
22
years of professional experience
1
1
Certification

Work History

Senior Manager, ANZ TAM Practice

Red Hat
10.2021 - Current
  • Managed Technical Account Managers up to Senior Principal level.
  • Provided strong leadership to enhance team productivity and morale.
  • Implemented and developed operational standards, policies and procedures.
  • Conducted performance evaluations, compensations and hiring to maintain appropriate staffing requirements.
  • Developed proposals and presentations for internal and external audiences.
  • Evaluated hiring, promotions and performance management requests.
  • Identified service improvement changes and pricing reviews to deliver consistent stakeholder value.
  • Executed appropriate staffing and budgetary plans to align with TAM business forecasts.
  • Reviewed and monitored quarterly TAM sales opportunities and help build pipeline.
  • Recommended and implemented successful strategies to Sales Executives and Service Delivery Managers to close TAM subscription opportunities .
  • Produced staffing matrix to provide adequate coverage of department.
  • Examined quarterly financials to determine TAM business operating capacity.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Defined clear targets and objectives and communicated to other team members.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Successfully managed budgets and allocated resources to maximize productivity and TAM business profitability.
  • Leveraged data and analytics to make informed decisions and drive business improvements.
  • Provided mentorship to peers and other employees looking to further their career within the organisation.

Manager, Customer Success

Red Hat
04.2019 - 09.2021
  • Managed a team of Customer Success Managers and Technical Account Managers up to Principal level
  • Managed and motivated employees to be productive and engaged in work.
  • Accomplished multiple tasks within established timeframes.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Maintained professional, organized, and safe environment for employees and patrons.
  • Onboarded new employees with training and new hire documentation.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
  • Communicated clearly with employees and stakeholders to keep everyone on same page and working toward established business goals.
  • Developed and implemented business strategies to achieve business goals and meet renewal targets.
  • Maintained professional demeanour by staying calm when addressing unhappy or angry customers.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Provided guidance to team members on developing strategic customer success plans.
  • Worked closely with Sales leaders to maintain alignment of Customer Success and Business Development goals.
  • Defined clear targets and objectives and communicated to other team members.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Set aggressive targets for employees to drive company success and strengthen motivation.
  • Executed on regional Customer Success team goals in alignment with the organisational goals.
  • Leveraged Customer Success data and analytics to make informed decisions and drive business improvements.

Associate Manager, Customer Success

Red Hat
04.2016 - 03.2019
  • Managed a team of Customer Success Managers and Technical Account Managers up to Principal level
  • Set and enforced performance and service standards to keep consistent, high-quality environment devoted to customer success and satisfaction.
  • Remedied issues and conflicts among workers using negotiation and active listening.
  • Oversaw training and onboarding process for all newly hired employees within Customer Success.
  • Mentored team members to enhance professional development and accountability in workplace.
  • Mentored and supported employees across Customer Success and Support Delivery departments to create strong workplace culture.
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Increased employee performance and job satisfaction to strengthen retention and engagement.
  • Executed Customer Success strategy to increase customer renewal rate and onboarding.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Maintained professional demeanour by staying calm when addressing unhappy or angry customers.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Defined clear targets and objectives and communicated to other team members.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.

Senior Support Relationship Manager and Team Lead

Red Hat
04.2013 - 03.2016
  • Communicated regularly with clients to understand business needs, evaluate current product use and cross-sell new products.
  • Built and maintained relationships with new and existing clients while providing high level of expertise.
  • Provided insights based on Customer Portal analytics to key customer stakeholders to help with business decisions involving Red Hat.
  • Responded to customer inquiries and resolved escalations to establish trust and increase satisfaction.
  • Developed and cultivated lucrative relationships with both new and existing clients through effective communication and exemplary interpersonal skills.
  • Participated in staff meetings to discuss innovative strategies to improve services.
  • Monitored customer feedback and generated reports to identify areas of improvement.
  • Participated in industry events and trade shows to promote products and services.
  • Facilitated workshops to educate customers on product features and benefits.
  • Worked with Support and Product management teams to facilitate communication and deliver critical solutions to customers.
  • Provided mentorship to other team members and employees on effective Customer Experience and Engagement strategies

Support Relationship Manager

Red Hat
06.2009 - 03.2013
  • Communicated regularly with clients to understand needs, evaluate current product use and cross-sell new products.
  • Built and maintained relationships with new and existing clients while providing high level of expertise.
  • Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
  • Developed and cultivated lucrative relationships with both new and existing clients through effective communication and exemplary interpersonal skills.
  • Maintained knowledge of Red Hat products and services to provide optimal support relationship management.
  • Participated in staff meetings to discuss innovative strategies to improve services.
  • Analyzed customer data to identify areas of improvement and maximize customer satisfaction.
  • Monitored customer feedback and generated reports to identify areas of improvement.
  • Represented Red Hat in Technical Support Alliance Network (TSANet) quarterly meetings and worked with other vendors to improve cross-vendor collaboration.
  • Facilitated workshops and seminars to educate customers on product features and benefits.
  • Worked with Support and Product management teams to facilitate communication and deliver critical solutions to customers.

Integration Consultant

CustomWare Asia Pacific (ServiceRocket)
04.2005 - 12.2008
  • Contributed ideas and suggestions in team meetings and delivered updates on deadlines, designs, and enhancements.
  • Built databases and table structures for web applications.
  • Corrected, modified and upgraded software to improve performance.
  • Authored code fixes and enhancements for inclusion in future code releases and patches.
  • Coordinated deployments of new software, feature updates and fixes.
  • Tested and deployed scalable and highly available software products.
  • Analyzed work to generate logic for new systems, procedures and tests.
  • Tested troubleshooting methods and documented resolutions for inclusion in knowledge base for support team use.
  • Translated technical concepts and information into terms parties could easily comprehend.
  • Conducted data modelling, performance and integration testing.
  • Estimated work hours and tracked progress using Scrum methodology.
  • Investigated new and emerging software applications to select and implement administrative information systems.
  • Tuned systems to boost performance.
  • Maintained knowledge of technology from Mule Soft, Cast Iron and Software AG.

MIS Support Analyst

Essilor Australia
03.2002 - 03.2005
  • Monitored helpdesk and responded to incoming tickets to address support needs.
  • Answered customer support inquiries via specialized ticket tracking platforms.
  • Created user accounts and managed access control.
  • Supported users with software, hardware and network issues.
  • Performed maintenance and calibration of Essilor frame tracing machines.
  • Maintained internal lab database.
  • Developed software utilities in the Clipper programming language to assist with lab systems maintenance.
  • Provided training to employees on general use of internal lab management systems.
  • Performed remote support to Opthalmic specialists on Essilor electronic ordering systems and frame tracers.
  • Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
  • Monitored systems in operation and quickly troubleshot errors.
  • Utilized ticketing system to track customer requests and prioritize urgent needs.
  • Communicated with clients to verify roots and causes of remote ordering and frame tracing problems.
  • Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
  • Tracked and documented customer interactions in customer relationship management system to maintain accurate records.
  • Collaborated with vendors to locate replacement components and resolve advanced problems.
  • Provided feedback to product development and engineering teams on customer needs and issues for enhancements.
  • Deployed software updates and patches to increase speed and performance.
  • Researched and identified solutions to technical problems.
  • Configured and tested Essilor software and hardware prior to deployment.

Education

Bachelor of Science - Information Systems

Charles Sturt University
Bathurst, NSW

Microcomputer Technology

Spherion IT
Sydney, NSW

Java Programming

Sun Microsystems
Sydney, NSW

ITIL V4 - Create, Deliver And Support

LogiTrain
Melbourne, VIC
12.2023

ITIL V4

Lumify Work (previously DDLS)
Sydney, NSW
07.2022

Skills

  • Budget Oversight
  • Strategic Planning
  • Partnership Development
  • Resource Allocation
  • People Management
  • Talent Development
  • Troubleshooting and Problem Resolution
  • Cross-Functional Collaboration
  • Data-Driven Decision-Making
  • Organizational Improvement

Accomplishments

  • Recognized as a member of the Red Hat "Dream Team" for CY22 for exceeding 100% target for the ANZ TAM business.
  • Successfully mentored a Red Hat associate to a manager promotion as part of their development path.
  • Managed the career development of two team members towards Principal-level readiness through a tailored associate success plan, which resulted in their promotion to Principal TAM by unanimous panel vote.
  • Drove a longstanding technical issue to resolution experienced by one of Australia's leading financial institutions through persistent advocacy and close collaboration with Red Hat's Product and Engineering teams.
  • Lead sponsor and coordinator of health and wellbeing initiatives within Red Hat across the APAC region from 2019 to 2021. This resulted in strong associate participation in activities like the 40 Day Step Challenge, inter-office food festival to celebrate Red Hat's diverse cultures, and virtual team building activities during COVID lockdown. These initiatives maintained employee connection, morale and focus on health and wellness through a challenging period.
  • Architect of a bespoke TAM engagement structure for one of Red Hat's strategic telecommunications customer based in New Zealand.
  • Lead a team of Technical Account Managers who consistently achieve promoter scores (9-10) in quarterly TAM surveys submitted by customers.
  • Through regular TAM service reviews and improvements, as well as close collaboration with Red Hat's ANZ sales teams, I have successfully influenced the increase of TAM customers from 3 accounts in CY16, to 28 accounts in CY23.

Certification

ITIL V4

SuccessCoaching Level 1

Performing Artist

In my personal time, I am a member of Improv ensemble Fillow Talk. We have performed in festivals such as Sydney Fringe and Brisbane Improv Fest, as well as independent ticketed shows. In addition, I perform stand up comedy where I cover my life as a father, husband and person of colour in my material. I have performed at comedy clubs around Sydney, Melbourne, San Diego CA and Singapore.


I am currently learning how to play the guitar with the aim of incorporating music into my comedy.

Languages

Tagalog
Native or Bilingual
Spanish
Elementary

Timeline

Senior Manager, ANZ TAM Practice

Red Hat
10.2021 - Current

Manager, Customer Success

Red Hat
04.2019 - 09.2021

Associate Manager, Customer Success

Red Hat
04.2016 - 03.2019

Senior Support Relationship Manager and Team Lead

Red Hat
04.2013 - 03.2016

Support Relationship Manager

Red Hat
06.2009 - 03.2013

Integration Consultant

CustomWare Asia Pacific (ServiceRocket)
04.2005 - 12.2008

MIS Support Analyst

Essilor Australia
03.2002 - 03.2005

Bachelor of Science - Information Systems

Charles Sturt University

Microcomputer Technology

Spherion IT

Java Programming

Sun Microsystems

ITIL V4 - Create, Deliver And Support

LogiTrain

ITIL V4

Lumify Work (previously DDLS)

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Ronaldo Rivera