Dennis Rivero

Re-hired due to strong prior performance and proven expertise in customer support operations

Resolve complex customer concerns involving billing disputes, account changes, network issues, and device troubleshooting

Consistently meet or exceed AHT, QA, and CSAT benchmarks

Maintain accurate documentation using CRM systems while ensuring compliance with company policies

Served as the primary contact for customers via phone and digital channels

Handled escalations efficiently, improving First Call Resolution (FCR) and customer satisfaction

Worked closely with team leaders to achieve monthly performance and productivity goals

Delivered personalized customer experiences while maintaining operational efficiency

Provided end-to-end support for Sprint and Metro by T-Mobile customers

Managed billing inquiries, payments, account suspensions, and service activations

Performed technical troubleshooting for mobile devices and network connectivity

Educated customers on promotions, plans, and upgrades, supporting retention and upsell efforts