Jairo Rivera

Professional with over 13 years of experience, aspiring to obtain a position as a call center specialist in a dynamic customer-oriented environment. I offer an unwavering commitment to customer service, with the ability to build productive relationships, resolve complex issues and win customer loyalty.

Administrative Collector - Sigue Corporation - Tijuana, B.C.

(2011-11 - 2014-11)

• Monitored and collected balances due on money transferring agencies
• Made daily reports of changes on money transfers by agency
• Trained all new employees, enforcing company policies and procedures
• Mainained and updated records of all customer interactions
• Collected customer feedback and made process changes to exceed customer satisfaction goals
• Provided ongoing support to customers, answered inquiries relating to account information products and services

Contact Center Agent - TELVISTA (Campaign METRO PCS) - Tijuana, B.C.

(2004-09)

• Provided effective customer service and technical support for a well-known American cell phone company
• Responsible for the team's schedule, implemented policies and procedures, and assigned employee activities and goals
• Produced weekly call reports for management review
• Planned various activities to motivate employees and improve customer service
• Monitored the achievements of all employees and made monthly reports with TRESS system
• Updated intranet webpage highlighting the team achievements for management
• Monitored calls for quality assurance

Job title and company name - Tijuana, B.C.

(2001-06 - 2004-04)

• Administered and resolved product and billing issues
• Managed the division's budget and provided quotes to customers
• Provided detailed information on services and products to customers
• Responsible for the delivery of all official correspondence
• Gave accurate and appropriate information to answer questions, troubleshoot issues, and resolve conflicts
• Facilitated information flow between customer service, management operations, quality assurance, training and billing departments in order to guarantee that all call center objectives were met

Verizon Internet Sales Department - Telvista

(2020-07)

My job was to provide solutions for the customer as well as light tech support. For some of the issues that I handle in a day by day bases also to provide sales for possible upgrades of the internet speed that the customer had and analyze and provide the best solution for there needs.

Customer Service Representative - Sea World Parks and Entertainment

(2021-07)

Providing customer service for all of our guest as well as making sales of our annual passes and tickets by providing the best options for our guest budgets and taking payments for all of our extra products and services as well as providing solutions for our every guest needs and support to all of the questions.