Roberto Rivera Jr

High-performing Customer Service Professional with over 3 years of experience in the BPO industry, specializing in premium financial accounts and credit operations. Expert in navigating complex CRM ecosystems including iCare, GO2, and GCAP to manage high-volume workflows (60+ calls/day). Proven track record in fraud detection, identity verification, and dispute resolution.

Strong leadership background as an Assistant Manager, skilled in team supervision, operational efficiency, and de-escalation in fast-paced environments.

CUSTOMER SERVICE REPRESENTATIVE at CONCENTRIX (2022-08 – 2026-02)

• Managed 60+ inbound and outbound calls daily for premium financial accounts, maintaining a 98% Quality Assurance (QA) rating and high CSAT scores.
• Processed credit card applications and identity verifications using LexisNexis and IDverse, reducing fraudulent submissions by 15% through meticulous detail-orientation
• Navigated GO2 and GCAP CRM platforms to perform real-time account servicing, credit card application processing, and identity verification with 100% accuracy.
• Utilized iCare CRM to file, track, and resolve complex customer complaints and feedback, ensuring every interaction was documented for seamless case management.

RETAIL ASSOCIATE / STORE SUPERVISOR at ABENSON (2022-02 – 2022-07)

• Assisted customers in selecting appliances, providing product information, recommendations, and after-sales support to ensure a positive shopping experience.
• Supervised daily store operations and cash handling, ensuring 100% accuracy in financial transactions and adherence to company policies.
• Exceeded monthly sales targets by an average of 15% through proactive customer engagement and in-depth product knowledge of high-end appliances.
• Resolved complex customer complaints, utilizing strong de-escalation skills to maintain a positive shopping experience and high store ratings.

ASSISTANT MANAGER at CHOWKING (2019-06 – 2022-09)

• Supervised daily restaurant operations, including staff scheduling, inventory management, and quality control, ensuring smooth and efficient service.
• Led a diverse team of 50+ staff members, optimizing shift workflows which resulted in a 20% increase in peak-hour service speed.
• Boosted store profitability by 12% through rigorous monitoring of sales performance, inventory control, and waste reduction strategies.
• Ensured 100% adherence to health, safety, and hygiene standards through daily audits and staff training.
• Resolved 95% of customer complaints on-site, enhancing the overall guest experience and maintaining a consistent 4.5/5-star internal service rating

Bachelor of Science in Office Administration – City University of Pasay (2020-09)

High School Diploma – Camarin High School (2013-03)

Elementary School – Camarin Elementary School (2009-03)