Summary
Overview
Work History
Education
Skills
Timeline

Erick Rivas

PACOIMA,CA

Summary

Results-driven Customer Relations Representative with 5 years of experience in Payment Card Industry regulations, maintaining high-quality standards and building strong relationships with customers. Skilled in problem-solving, active listening, and telecommunication, with a track record of resolving complex issues and increasing customer satisfaction.


I am Goal-oriented Retention Specialist effective at dealing with individuals during stressful and confusing situations to address benefits needs and navigate agency structures. Practiced at working with regulatory limits and department standards to handle requirements via email, letter, telephone calls and in person and focused on maintaining desired numbers.

Overview

6
6
years of professional experience

Work History

Customer Relation Representative

Paysafe Group
08.2019 - Current
  • Maintaining a positive, empathetic, and professional attitude toward customers at all times
  • Responding promptly to customer inquiries, communicating with customers through various channels
  • Acknowledging and resolving customer complaints, knowing our products inside and out so that customers feel comfortable asking questions and giving them the best possible answer
  • Processing orders, forms, applications, and request
  • Keeping records of customer interactions, transactions, comments and complaints
  • Communicating and coordinating with colleagues as necessary, providing feedback on the efficiency of customer service process
  • Managed project task lists for application conversion and enhancement projects as assigned, identified areas for process improvements to promote efficiency
  • Worked off of a daily spreadsheet making taking inbound/outbound calls to merchants to install/update their new or existing equipment
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Consulted with customers to resolve service and billing issues.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Capitalized on opportunities to enhance customer experiences and bring in repeat business.
  • Achieved high sales percentage with consultative, value-focused customer service approach.
  • Achieved high quality marks on quality assurance evaluations.
  • Gathered and organized data to analyze current industry trends.
  • Explained technical concepts to non-technical staff members in easy to understand language and concepts.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Enhanced sales volume through skilled support to both new and inactive customers.
  • Increased repeat customer base by maintaining relationships with high-profile clients and effectively managing service issues.
  • Contacted customers via phone and email to explore connections, offer services and cement relationships.
  • Performed customer negotiations to reach fair conclusion for both business and customer.
  • Analyzed customer feedback and developed new techniques to ensure customer retention.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Educated customers on special pricing opportunities and company offerings.
  • Documented customer correspondence in CRM to track requests, problems and solutions.
  • Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
  • Fielded customer complaints and queries, fast-tracking them for problem resolution.
  • Upheld quality control policies and procedures to increase customer satisfaction.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Made outbound calls to obtain account information.
  • Upsold products and services to address customer needs and maximize sales.
  • Exceeded company productivity standards on consistent basis.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.

Technical Support Representative

Ipayment
01.2017 - 08.2019
  • Assisted customers with various types of technical issues via email, live chat and telephone.
  • Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
  • Maintained helpdesk and maintenance activities between customer calls and vendor interactions.
  • Documented customer complaints and inquiries for use in technical documentation and bug tracking.
  • Employed Zendesk, Salesforce and other ticket support systems.
  • Reviewed current hardware and software configurations and recommended modifications to increase system speed.
  • Identified opportunities to upsell technical products and services, boosting revenues to existing accounts.
  • Resolved record-breaking backlog of support tickets following major system malfunction.
  • Supported customers with online billing, access and account issues.
  • Answered questions regarding company policies and services as well as store inventory and delivery options, customer service and technical support.
  • Utilized automated systems to manage and track customer inquiries through to completion.
  • Managed customer system updates, informing clients of installation progress stages.
  • Communicated with internal departments within the organization to answer and resolve incoming merchant and partner inquiries related to processing equipment, scheduled appointments with merchant to completed download, created configuration files for POS equipment and assisted merchant or agent successfully download files, provided production information troubleshooting, installing new or existing equipment and diagnostics, provided excellent support and customer service

Customer Service Representative, Dispatcher

Quick
  • Created new processes and systems for increasing customer service satisfaction
  • Developed highly empathetic client relationships and earned reputation for exceeding sales goals
  • Cross-trained and provided back-up for other customer service representatives when needed
  • Successfully interacted with customers and retail buyers to expedite orders
  • Guaranteed positive customer experiences and resolved all customer complaints
  • Collected customer feedback and made process changes to exceed customer satisfaction goals
  • Provided accurate and appropriate information in response to customer inquiries
  • Maintained up-to-date records at all times
  • Built customer loyalty by placing follow-up calls for customers who reported product issues.

Selector

Roxford Production International
  • Maintained accurate stock records and schedules
  • Selected products for specific routes according to pick sheets
  • Oversaw special orders and after-hours, urgent shipping jobs
  • Unloaded, picked, staged and loaded products for shipping
  • Banded, wrapped, packaged and cleaned equipment
  • Operated powered lift trucks, floor sweepers, pallet jacks and forklifts safely, with a 0% incident rate
  • Loaded flat bed by forklift and hand truck.

Supervisor

Carl’s Jr
  • Assisted co-workers
  • Checked the quantity and quality of received products trained staff of eight employees for correct facility procedures, safety codes, proper recipes and plating techniques
  • Responsible for daily set up of five stations
  • Maintained contact with kitchen staff, management, serving staff, and customers
  • Resolved customer complaints and adjusted policies to meet changing needs.
  • Provided ongoing training to address staff needs.
  • Maintained operating schedules to provide effective coverage for key areas and achieve objectives.
  • Responded to customer questions regarding products, prices, and availability.

Education

Law Post -

San Fernando High School
01.2015

Skills

  • Strong organizational skills
  • Active listening skills
  • Energetic work attitude
  • Customer service expert
  • Telecommunication skills
  • Opening/closing procedures
  • Inbound and Outbound Calling
  • Payment Card Industry regulations knowledge
  • Call Center Operations
  • Quality control
  • Problem-solving abilities
  • MS Office
  • Basic math
  • Zendesk, CRMs
  • Credit Card Payment Processing
  • Active Listening
  • Staff Training

Timeline

Customer Relation Representative - Paysafe Group
08.2019 - Current
Technical Support Representative - Ipayment
01.2017 - 08.2019
Customer Service Representative, Dispatcher - Quick
Selector - Roxford Production International
Supervisor - Carl’s Jr
San Fernando High School - Law Post,

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Erick Rivas