Matthew Rivera
Brooklyn
Summary
Professional with strong background in customer relations and problem-solving. Focused on team collaboration and achieving high-quality results. Skilled in communication, conflict resolution, and adaptability to changing needs. Reliable and flexible, ensuring seamless service delivery and customer satisfaction.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Service Representative Agent
TTEC
05.2024 - Current
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Handled escalated calls, successfully deescalating situations while finding solutions to meet client expectations.
- Managed high call volume, consistently maintaining a professional demeanor and prioritizing customers'' needs.
- Built rapport with clients through active listening, empathy, and understanding of their individual needs.
- Enhanced customer satisfaction by efficiently addressing and resolving their concerns and inquiries.
Property Manager
69 6th Ave Realty 1 Corp
03.2023 - 03.2024
- Effectively manage a diverse portfolio of high-value properties, ensuring their exceptional maintenance and operational efficiency
- Maintained positive landlord-tenant relationships, ensuring clear communication and prompt resolution of any disputes.
- Handled tenant complaints promptly and appropriately, calling in repairmen, and other support services.
- Conducted regular property inspections, identifying areas for improvement and proactively addressing potential safety hazards.
- Oversaw lease agreements from inception to termination, ensuring compliance with local regulations and protecting the interests of both landlords and tenants.
- Managed multiple properties simultaneously, coordinating efficient allocation of resources and streamlining communication channels to maintain high levels of operational excellence.
Doorman
Kent Services
07.2020 - 12.2022
- Crafted a luxury experience for residents, consistently exceeding expectations in hospitality services.
- Maintained a welcoming environment for residents and guests through courteous greetings and assistance.
- Enhanced building security by vigilantly monitoring entrance and exit points.
- Responded to resident complaints, questions, concerns and suggestions and conducted quality assurance follow-up to building issues and inquiries.
- Provided exceptional customer service, fostering positive relationships with residents and enhancing their living experience.
- Demonstrated strong conflict resolution skills when addressing disputes between residents or guests in the building.
Office Manager
174 Power Global
02.2020 - 07.2020
- Efficiently managed the office phone system, maintained inventory levels, and executed inventory orders as required.
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Conducted regular inventory assessments of office supplies, ordering necessary items proactively to prevent stock shortages.
- Coordinated office events and meetings, ensuring timely execution and optimal scheduling for all participants.
- Served as a liaison between upper management and staff members, facilitating open channels of communication to address concerns or issues promptly.
Facilities Manager
Fareportal Inc
01.2018 - 03.2019
- Successfully negotiated and managed contracts with suppliers, ensuring delivery of services to the highest standards.
- Responded to building emergencies and managed repairs.
- Conducted regular inspections of physical assets, identifying areas for repair or replacement before issues escalated into costly problems.
- Managed vendor relationships for cost-effective services, ensuring quality and timely completion of projects.
- Achieved cost savings through negotiating service contracts, leveraging long-term relationships with trusted suppliers.
- Evaluated subcontractor performance for quality assurance purposes, maintaining strong partnerships while holding service providers accountable for their work.
- Controlled expenses to meet budget requirements.
Education
High School Diploma -
The Brooklyn Lab School, Franklin K Lane Campus
Skills
- Compliance with health, safety, and statutory regulations
- G-Suite Software and Microsoft Office Suite proficiency
- Project management, budgeting, and team leadership
- Strong attention to detail, organizational, and communication skills
- Contract negotiation
- Problem-solving
- Exceptional customer service in property management
- Customer focus
Certification
Licensed Real Estate Agent
S-12 Citywide Sprinkler Systems Certification
References
Furnished Upon Request
Timeline
Customer Service Representative Agent
TTEC
05.2024 - Current
Property Manager
69 6th Ave Realty 1 Corp
03.2023 - 03.2024
Doorman
Kent Services
07.2020 - 12.2022
Office Manager
174 Power Global
02.2020 - 07.2020
Facilities Manager
Fareportal Inc
01.2018 - 03.2019
High School Diploma -
The Brooklyn Lab School, Franklin K Lane Campus
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