Arianna Mendez Rivera
Business Administration
Heredia,Heredia
Summary
Comfortable in a fast-paced, multi-tasking, high-energy environment
Energetic professional with a mature and responsible approach to any task
Fully able to prioritize and perform assigned tasks efficiently
Team player with leadership and organization skills for small or large groups.
Overview
7
7
years of professional experience
4
4
years of post-secondary education
Work History
Customer Service Group Manager
NI
2023.04 - Current
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Provide direction, motivation and coaching in connecting the team with the core strategic vision.
- Establish self as a key member of the Sales extended leadership team through effective stakeholder collaboration and driving customer first alignment in support of business goals achievement.
- Demonstrate a proactive, visionary, open growth mindset.
- Provide in-depth analysis of work scope, select appropriate methods and techniques to obtain solution and results.
- Recruit, develop, coach and manage a high performing team that builds operational alignment with Sales and supporting stakeholders through the entire opportunity life cycle and buying process.
- Partner with both Learning & Development and Sales & Operations Effectiveness teams to formalize a proactive, functional Global on-boarding and development program.
- Establish, develop and apply Key Performance Indicators that motivate and drive accountability throughout the team and to achieve desired results.
- Recognize and promote team successes that reflect customer and business impact and overall achieve strategic objectives.
- Identify process improvement areas and solutions, share and encouragement practices, and work with the global business team to transform from reactive to predictive.
Partner Operations Manager
NI
7 2021 - 2023.04
- Point of contact for Integrator Partners
- SFDC Opportunity Management
- Manage internal and external escalations
- Maintaining and managing the operational relationship with the partner
- Coordinate new processes with stakeholders
- Go beyond the granularity of particular situations to understand trends and painful areas and then come back to operations management, the CSR team, or the respective party to address the issue.
Customer Service Subject Matter Expert SME
NI
2020.05 - 2021.07
- Point of contact between end users and process analysts
- Participate in the recruitment process for CSR
- Managed customer operations escalations
- Create and provide training material
- Provide feedback and coaching for the development of the new hires
- Develop the new SME
- Standardized globally the quotes training
- Leverage standard dashboards
- Process improvement inputs
- CPQ change champion
- Test new projects.
Quote Support Specialist
NI
2018.08 - 2020.05
- A representative that provides support to sellers and customers during the purchasing process
- Providing the best options at the best time, whether to make the offer or proceed to purchase depending on the needs
- Collaboration with the team in the processes of categorization and leveling of our cases, helping the team perform our tasks in an effective way.
Customer Service Representative
NI
2017.09 - 2018.08
- Customer facing and back office role
- Book Web Orders
- Categorization of tickets on TMD
- Support to internal and external customers on post-purchasing requests with excellent attention to detail, managing the expedited requests, and working with the planning team to provide the best resolutions to customer requests.
Customer Service Representative
Sykes
2017.06 - 2017.09
- Customer-facing role
- Fraud Identity department for Capital One Bank
- Identify problems and search for solutions to customers using the given channel of communication.
Education
High School Diploma -
La Gran Esperanza International High School
2011.01 - 2015.05
Bachelor of Business Administration - Business Administration
Universidad Latina De Costa Rica
Heredia 2001.05 -
Skills
Leadership
People Skills
Fast learner
Attention to detail
Teamwork
Decision maker
Work under pressure
Time Management
Problem Solving
Critical Thinking
Communication Skills
Customer Relations
Decision-Making
One Call Resolution
Customer-focused
Relationship Building
Languages
English
Spanish
Timeline
Customer Service Group Manager
NI
2023.04 - Current
Customer Service Subject Matter Expert SME
NI
2020.05 - 2021.07
Quote Support Specialist
NI
2018.08 - 2020.05
Customer Service Representative
NI
2017.09 - 2018.08
Customer Service Representative
Sykes
2017.06 - 2017.09
High School Diploma -
La Gran Esperanza International High School
2011.01 - 2015.05
Bachelor of Business Administration - Business Administration
Universidad Latina De Costa Rica
2001.05 -
Partner Operations Manager
NI
7 2021 - 2023.04
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