Felipe Rivas
Atlanta,GA
Summary
Adaptable and coachable professional with 4+ years of experience in client relationship management and communication industries combined.
Focus on client relationship management, tax, and payroll problem-solving strategies. Proficiency in communication, empathy, and adaptability, using these soft skills to enhance client satisfaction and resolve issues swiftly and accurately
Overview
7
7
years of professional experience
1
1
Certification
Work History
Sr. Client Support Consultant
ADP, Inc
09.2021 - Current
- Responsible for ensuring accurate and timely support for ADP clients.
- Responsibilities include facilitating issue resolution with routine and complicated tax and payroll matters, answering tax questions, and training users on ADP technology and products.
- Consistent in meeting calls per hour and quality metrics
- Mentored more than 200 new associates since May of 2022 across the Miami, Augusta, and Alpharetta offices.
- Constantly teaming with other managers to help with tasks and customer cases.
- Member of the Culture Club geared towards maintaining and creating new traditions for the Small Business Service unit
Senior Writer
Capital Analytics Associates
Miami, FL
10.2019 - 09.2021
- Responsible for writing industry analysis chapters featured on annual investment guides
- Duties detailed creating timely, accurate, well researched online and written content and sector analysis for business and C-suite audiences
- Responsible for guiding editorial strategy of ongoing projects with sales teams
- Establish and maintain relationships with interviewees, advertising partners, and local authorities
- Creating native content for advertising partners.
General Assignment Reporter
The Miami Times
Miami, FL
06.2018 - 09.2019
- Responsible for reporting daily stories for digital and print editions of the newspaper
- Reporting ranged on a wide variety of issues including City of Miami and Miami-Dade County governments, housing, education, business and local art events
- Conduct in-depth interviews and build a source book for different topics
- Every two months focus on a larger, enterprise piece based on a particular issue
- Localize national stories
- Take publication worthy photographs and use multimedia to aid storytelling
- Adhere to Associated Press style and ethical journalism standards
- Research story topics and build reliable sources.
Education
B.A Mass Communication and Journalism -
Florida International University
01.2017
B.A English Literature -
Florida International University
01.2017
Skills
- Client relationship building
- Problem-solving skills
- Empathy, patience, and deescalation
- Cross-functional coordination
- Excellent communication skills
- Professionalism and etiquette
- Customer-facing communication
- Hardworking and self-motivated
- Teamwork
Certification
- Life and Health insurance licenses active
Timeline
Sr. Client Support Consultant
ADP, Inc
09.2021 - Current
Senior Writer
Capital Analytics Associates
10.2019 - 09.2021
General Assignment Reporter
The Miami Times
06.2018 - 09.2019
B.A Mass Communication and Journalism -
Florida International University
B.A English Literature -
Florida International University
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