Santiago Rivera

Dedicated operations and customer support professional with over 4 years of experience leading teams, improving workflows, and managing cross-functional projects. Strong background in solar operations, underwriting, and call center leadership, with a focus on communication, problem-solving, and delivering reliable results.

Project Manager - Sunwise Energy

(2024-12)

Led operations for a solar sales and installation company, acting as the primary liaison between customers, the sales team, internal teams, and external stakeholders, which ensured smooth project coordination and timely delivery.

• Managed end-to-end project workflows, aligning them with company goals and industry standards, helping to boost overall project success rates.
• Coordinated cross-functional teams, including design, permitting, customer service, logistics, and installation, which facilitated seamless communication and collaboration across departments.
• Drove workflow optimization and maintained compliance with KPIs and quality benchmarks, contributing to improved operational efficiency and service quality.
• Supported sales partners by providing operational guidance, enabling them to execute projects successfully and effectively meet customer needs.
• Demonstrated leadership through proactive problem-solving and clear communication, engaging stakeholders to foster collaboration and drive project success.

Underwriter Specialist - Intugo - Guadalajara, Jalisco, México

(2022-02 - 2024-02)

Managed the risk assessment process for credit applications, which ensured compliance with organizational policies and reduced potential fraud cases.

• Reviewed and validated submitted documents, helping to maintain the integrity of the application process.
• Analyzed credit histories of American clients, which allowed for informed decision-making regarding creditworthiness and insurance eligibility.
• Issued verdicts on clients' credit situations based on thorough analysis, contributing to the organization's overall risk management strategy.

Operations Supervisor - Teleperformance - Guadalajara, Jalisco, México

(2020-02 - 2022-02)

Coordinated and optimized the development of a 20-person team, which ensured that both quality and productivity goals were consistently met.

• Analyzed metrics and generated reports, tracking KPIs to inform strategic decisions and enhance team outcomes.
• Managed and developed team members through targeted training and support, fostering a culture of continuous improvement.
• Implemented policies and procedures, which streamlined operations and ensured compliance with organizational standards.
• Provided assistance in resolving agent issues, helping to maintain a positive work environment and improve service quality.

Customer Service Representative - Teleperformance - Guadalajara, Jalisco, México

(2018-09 - 2020-02)

Handled customer service, complaint management, and technical support through digital channels.

Bachelor's Degree - Communication and Audiovisual Media - ITESO Universidad Jesuita de Guadalajara