Emmanuel Rivera
Orlando,FL
Summary
Eager to tackle fresh challenges with a strong work ethic, adaptability, and exceptional interpersonal skills. Proficient at working autonomously and excelling at swiftly mastering new skills as needed.
Overview
9
9
years of professional experience
Work History
Customer Experience Coordinator
Southern Home Services
03.2025 - Current
- Deliver prompt, courteous, and professional customer support via phone, email, chat, and social media.
- Accurately document customer interactions and maintain up-to-date records in the service database.
- Assess customer needs, troubleshoot concerns, and provide effective solutions in a timely manner.
- Communicate service details, appointment updates, and membership benefits to customers.
- Manage multiple systems and screens efficiently to access, update, and transfer customer information.
- Proactively reach out to customers for scheduling, service follow-ups, membership renewals, and promotions.
- Ensure a high standard of quality control through QA processes and adherence to company policies.
- Maintain professionalism, accuracy, and empathy in all customer interactions.
- Trained extensively in ServiceTitan software.
Customer Support Agent
Air Pros USA
08.2024 - 03.2025
- Engaged in active listening with callers to confirm or clarify information and diffuse anger.
- Escalated calls to solve problems and drive customer satisfaction.
- Answered customer inquiries in person, by telephone, and via email.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Worked effectively in team environments to make the workplace more productive.
- Updated and maintained databases with current information.
- Maintained my position as the top revenue and booking agent within the company while being floor support.
- Coordinated and booked HVAC Maintenance's through Outbounding and receiving inbounds calls for Service calls.
- Trained on Service Titan, with proficiency in using Five9 for dialing.
Mortgage Inspector
Safeguard Properties
05.2023 - 05.2024
- Identified structural defects and necessary repairs before issuing mortgage commitment letters.
- Investigated properties, classified damages and created estimates outlining repair costs.
- Conducted onsite inspections of property damage or loss.
- Conducted inspections of buildings, equipment and grounds for deficiencies and evaluated for potential health, safety and code violations.
- Conducted on-site investigations and monitored construction activities to verify code compliance.
Logistics Coordinator
Vikand
09.2021 - 03.2022
- Relayed information between drivers and recipients regarding ETA and potential delays.
- Liaised with internal and external customers to drive timely delivery of goods and orders.
- Logged, processed and followed up on merchandise authorization shipments in databases.
- Maintained up-to-date knowledge of relevant laws, regulations and best practices pertaining to logistics operations.
- Assisted in developing processes for receiving, storing and distributing materials according to established procedures.
Warehouse Ambassador
Amazon
03.2019 - 03.2021
- Sustained adherence to safety protocols throughout warehouse operations.
- Streamlined workflow in the warehouse environment by developing efficient processes.
- Packaged fragile items carefully to prevent breakage during shipment.
- Unloaded trucks using a hand truck or pallet jack.
- Ensured timely delivery through loading of outgoing shipments onto trucks.
- Tracked movement of goods in warehouse using RF scanning devices.
- Trained new warehouse employees on safety protocols.
Customer Service Representative
Target
06.2016 - 03.2019
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered inbound calls, chats and emails to facilitate customer service.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
Education
HVAC Technician Certification
Florida Career College
Orlando, FL04.2023
Associate of Arts - Communications
Broward College
Coconut Creek, FL05.2018
High School Diploma - undefined
Coral Spring Highschool
Coral Springs, FL05.2016
Skills
- Hazardous Materials
- Shipping
- Receiving
- Stock Management
- Organization
- Scheduling
- Report Writing
- Problem Solving
- Conflict Resolution
- Customer Service
- Warehouse Operations
- HVAC
- Logistics
Timeline
Customer Experience Coordinator
Southern Home Services
03.2025 - Current
Customer Support Agent
Air Pros USA
08.2024 - 03.2025
Mortgage Inspector
Safeguard Properties
05.2023 - 05.2024
Logistics Coordinator
Vikand
09.2021 - 03.2022
Warehouse Ambassador
Amazon
03.2019 - 03.2021
Customer Service Representative
Target
06.2016 - 03.2019
HVAC Technician Certification
Florida Career College
Associate of Arts - Communications
Broward College
High School Diploma - undefined
Coral Spring Highschool
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