Joey Carlo Rivera

Detail-oriented Data Entry and Administrative Professional with over 15 years of experience supporting global organizations in customer operations, technical support, data management, and quality assurance. Experienced in processing high-volume data, maintaining accurate records, validating information, and ensuring data integrity while meeting strict deadlines. Proficient in Microsoft Office, Google Workspace, CRM systems, Salesforce, and remote collaboration tools.

Recognized for exceptional attention to detail, strong organizational skills, and the ability to work independently with minimal supervision.

Customer Onboarding Associate - Turnitin - Remote - US Working Hours

(2024-01)

• Process customer onboarding requests while ensuring data accuracy and completeness.
• Perform high-volume data entry and maintain customer information across internal systems.
• Import, organize, and validate customer and partner content within ExamSoft platforms.
• Conduct Quality Assurance (QA) testing to verify data integrity before project completion.
• Work extensively with Microsoft Excel, Word, PDF, and Rich Text documents.
• Maintain confidential customer and institutional information with strict attention to security and accuracy.
• Collaborate with Customer Enablement teams to complete projects within established timelines.
• Identify and resolve data inconsistencies before implementation.
• Maintain detailed documentation while following established operating procedures.

Customer Support Specialist - BuildOps - Remote - US Working Hours

(2023-02 - 2024-04)

• Managed customer cases using CRM systems while maintaining accurate documentation.
• Investigated software issues and created detailed reports for Engineering teams.
• Reviewed customer information for accuracy before escalating complex cases.
• Maintained organized records and ensured compliance with service level agreements.
• Performed ticket triaging and case management for efficient workload distribution.
• Assisted customers through email, phone, and remote support while documenting all interactions accurately.

Team Leader / Supervisor - TELUS International Philippines

(2021-01 - 2022-12)

• Managed team performance reports and maintained operational records.
• Created performance dashboards, KPI reports, and productivity summaries using Microsoft Excel.
• Prepared payroll-related documentation and coaching records.
• Conducted quality reviews and monitored data accuracy across team reports.
• Provided coaching and administrative support to improve team performance.
• Coordinated with management regarding operational metrics and reporting requirements.

Subject Matter Expert - TELUS International Philippines

(2015-01 - 2021-12)

• Supported front-line agents with product knowledge and technical guidance.
• Maintained accurate documentation and operational procedures.
• Assisted Team Leaders by providing performance feedback and quality observations.
• Helped train new employees using documented processes and best practices.
• Collaborated with multiple departments to resolve customer and operational issues.

Technical Support Representative - TELUS International Philippines

(2010-01 - 2015-12)

• Provided technical support for Internet, Phone, and TV services.
• Documented customer concerns accurately within CRM systems.
• Escalated complex technical issues to higher-level support teams.
• Scheduled technician dispatches and maintained service records.
• Ensured customer information remained accurate and up to date.

Technical Support Representative - Teleperformance Philippines

(2010-01 - 2010-12)

• Provided technical support for Dell XPS desktops and laptops.
• Assisted customers with Outlook Express, Windows Mail, and Windows Live Mail.
• Processed replacement part requests while maintaining accurate documentation.
• Updated customer records and service information within internal systems.

Bachelor of Science - Computer Network Administration - University of Makati (2006-01 - 2010-12)