Christopher Rivero
Summary
Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Guest Experience Specialist
Kasa Living
05.2022 - 11.2023
- Communicate directly with guests on a daily basis, establishing a personal connection and building strong relationships
- Collaborate closely with the Guest Experience Manager, other GX Specialists, the Director of Guest Experience, and colleagues from various departments to ensure seamless guest interactions
- Act as a reliable resource for guests, offering assistance and guidance regarding accommodations, amenities, local recommendations, and any other related queries
- Stay up-to-date with knowledge of Kasa properties, services, and policies to provide accurate and current information to guests
- Utilize problem-solving skills to handle guest issues and find suitable resolutions in a timely manner, escalating complex cases to the appropriate channels when necessary.
- Resolved guest complaints and discrepancies in a prompt and courteous manner.
Verifications Specialist
CriminalRecordCheck.com
02.2021 - 02.2022
- Review and capture internet content including, but not limited to verification of professional credentials, third party employment history, and education verifications
- Manage inbound/outbound calls for employment, education, reference and licensing verifications
- Maintain effective records of all calls handled
- Ensure all verifications are followed up on in a timely manner
- Data review and quality assurance of all information obtained for verifications
- Maintain, if not exceed, client expectations and service level agreements
- Proper grammar and business writing to maintain professional reports.
Contact Center Specialist
Direct Answer Inc
12.2019 - 03.2020
- Answer a wide variety of customer inquiries (via phone and email) regarding a wide variety of issues and services working on our client's databases
- Taking new orders, troubleshooting orders, scheduling of medical and HVAC appointments, etc
- Calmly diagnose and resolve basic computer and smartphone issues
- Employ various techniques to improve customer retention and track key performance metrics
- Debrief with your Customer Service Team Lead on the number and types of questions, concerns, and complaints and discuss suggestions for opportunities to top it
Senior Advisor
Kelly Connect Services/Apple Inc
02.2018 - 12.2019
- Served as primary point of contact for triaging technical issues.
- Reviewed technical guidelines to verify compliance with information security standards and best practices.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Installed and configured operating systems and applications.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Diagnosed and troubleshot hardware, software and network issues.
Education
HighSchool Diploma -
Pembroke Pines Charter Highschool
Pembroke Pines, FL06.2007
Skills
- Communication Skills
- Time Management
- Attention to Detail
- Tech Savviness
- Professionalism
- Flexibility and Adaptability
- Data Entry
- Documentation and Reporting
- Guest Accommodations
- Issue Resolution
- Flexible Schedule
- Reservation Management
References
Available Upon Request
Certification
- CNP - Certified Notary Public
Timeline
Guest Experience Specialist
Kasa Living
05.2022 - 11.2023
Verifications Specialist
CriminalRecordCheck.com
02.2021 - 02.2022
Contact Center Specialist
Direct Answer Inc
12.2019 - 03.2020
Senior Advisor
Kelly Connect Services/Apple Inc
02.2018 - 12.2019
HighSchool Diploma -
Pembroke Pines Charter Highschool
- CNP - Certified Notary Public
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