Erick Rivas
PACOIMA,CA
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively and quickly mastering new skills. Experienced in fast-paced environments and adaptable to last-minute changes. Thrives under pressure and consistently earns high marks for work quality. A seasoned Retention Specialist with background in enhancing customer satisfaction and loyalty. Possess strong knowledge of customer relationship management, proven ability to build rapport and resolve complex issues effectively. Skilled at developing strategies for customer retention, contributing to team success, and consistently surpassing performance goals. Significant impact observed in previous roles through increased client retention rates and improved customer experience standards.
Overview
9
9
years of professional experience
Work History
Building and Grounds Worker
LAUSD Los Angeles Unified School District
08.2023 - Current
- Improved overall facility appearance through consistent attention to detail and adherence to cleaning schedules.
- Maintained clean and comfortable environments in commercial buildings by vacuuming, cleaning windows, and dusting.
- Removed spots from glass doors, mirrors and windows by spraying cleaner and wiping.
- Kept floors clean and hazard-free through regular sweeping, mopping, vacuuming, and polishing activities.
- Sanitized break area kitchen counters, tables and sinks.
- Maintained cleanliness of all interior and exterior building areas by regularly cleaning and organizing spaces.
- Maintained a safe environment for building occupants by promptly addressing spills, debris, and other hazards.
- Performed daily facility checklists for cleaning floors, wiping down glass entryways and collecting trash.
- Operated buffers and burnishers to clean and polish floors.
- Used hand trucks or manually lifted supplies, equipment and heavy furniture.
- Promoted a healthy learning environment by disinfecting classrooms, restrooms, and common areas on a consistent schedule.
- Completed specialized deep-cleaning projects during summer breaks to prepare the facility for the upcoming academic year.
- Assisted with minor maintenance tasks such as changing light bulbs, repairing fixtures, and painting walls to keep the facility in good condition.
- Rearranged furniture to facilitate thorough cleaning and organized space for upcoming special events.
- Ran a variety of cleaning machines such as floor machines designed to strip, wax, extract, and top scrub floors and carpets.
- Improved outdoor appearance with regular groundskeeping duties such as lawn care, leaf removal, and snow removal when necessary.
- Maintained inventory of cleaning supplies and materials while staying within budget constraints set by the school administration.
- Maintained cleanliness of restrooms by washing down and properly sanitizing walls, floors and toilets.
Customer Relation Representative
Paysafe Group
08.2019 - 08.2023
- 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, identifying 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.
- Identified opportunities to improve customer experiences, fostering loyalty and 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.
- Resolved customer concerns with a calm, friendly demeanor, ensuring satisfaction and retention.
- Informed customers about special pricing opportunities and company offerings, enhancing their purchasing decisions.
- 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.
- Evaluated support cases for technical accuracy and troubleshooting effectiveness, recommending process improvements to enhance service quality.
- Coordinated helpdesk and maintenance activities between customer calls and vendor interactions to ensure timely support.
- Utilized Zendesk and Salesforce to manage customer support tickets efficiently.
- Reviewed current hardware and software configurations and recommended modifications.
- Identified upselling opportunities for technical products and services, contributing to revenue growth within existing accounts.
- Resolved record-breaking backlog of support tickets following major system malfunction.
- Supported customers with online billing, access and account issues.
- Utilized automated systems to manage and track customer inquiries through to completion.
- 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 complete 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
San Fernando, CA01.2015
Skills
- Organizational skills
- Active listening
- Energetic work attitude
- Quality control
- Customer service
- Team collaboration
- Relationship building
- Effective communication
- Problem resolution
- Computer proficiency
- Problem-solving
- Microsoft Office
- Basic math skills
- Cleaning and sanitizing
- Dependability and responsibility
- Attention to detail
Timeline
Building and Grounds Worker
LAUSD Los Angeles Unified School District
08.2023 - Current
Customer Relation Representative
Paysafe Group
08.2019 - 08.2023
Technical Support Representative
Ipayment
01.2017 - 08.2019
Customer Service Representative, Dispatcher
Quick
Selector
Roxford Production International
Supervisor
Carl’s Jr
Law Post -
San Fernando High School