Matthew Rivera
Brooklyn
Summary
Results-driven professional with extensive experience in customer relations and property management. Known for exceptional critical thinking and rapport-building skills, effectively managing high-volume inquiries and resolving conflicts to ensure positive outcomes.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
TTEC
New York, NY
05.2024 - Current
- Managed high-volume calls, ensuring timely and accurate responses to customer issues.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Resolved customer inquiries efficiently through multiple communication channels, enhancing overall satisfaction.
- Trained new staff on company policies and customer service best practices, fostering a supportive environment.
- Collaborated with E-Z Pass to optimize billing operations and provide comprehensive support services for clients.
Property Manager
69 6th Ave Realty Inc
New York, NY
03.2023 - 03.2024
- Oversaw lease agreements from inception to termination, ensuring compliance with local regulations and protecting the interests of both landlords and tenants.
- Coordinated maintenance requests, ensuring timely responses and effective resolution of property concerns.
- Conducted regular property inspections, identifying areas for improvement and proactively addressing potential safety hazards.
- Facilitated rent collection and prepared detailed expense reports to support annual budget planning.
- Managed budget effectively, ensuring all property expenses were kept within allocated funds.
Doorman
Kent Services
New York, NY
07.2020 - 12.2022
- Managed access control system, preventing unauthorized entry into the building.
- Monitored building access and ensured safety protocols for residents and visitors.
- Oversaw daily operations, ensuring adherence to property regulations and procedures for smooth functionality.
- Collaborated with management to resolve resident concerns and inquiries, enhancing community satisfaction.
- Built trust with residents through reliable service, professionalism, and meticulous attention to detail.
Facilities Manager
Fareportal
New York, NY
01.2018 - 11.2019
- Developed and implemented cost-effective strategies for facility management, enhancing overall operational efficiency.
- Managed vendor relationships, negotiating contracts to secure favorable terms and services for facility needs.
- Oversaw facility maintenance operations to ensure optimal functionality and compliance with safety regulations.
- Conducted regular inspections to identify maintenance issues, coordinating timely repairs and improvements.
- Oversaw building automation system and monitored HVAC, security and audio-visual systems, maintaining functionality of equipment.
Administrative Assistant
Fareportal
New York, NY
01.2017 - 01.2018
- Coordinated scheduling and logistics for executive meetings, optimizing time management across departments.
- Managed office communications, ensuring timely responses to internal and external inquiries.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Managed expense reports for executive staff members, ensuring accurate documentation of spending for budgeting purposes.
- Maintained confidentiality of sensitive information, adhering strictly to data protection regulations.
Receptionist
Fareportal
New York, NY
09.2015 - 01.2017
- Managed multi-line phone system to direct calls and inquiries to appropriate departments, improving response times.
- Coordinated scheduling for meetings, appointments, and travel arrangements for executives, ensuring optimal time management.
- Supported HR activities by assisting with recruitment process, including scheduling interviews and organizing candidate information.
- Oversaw cash transactions to maintain precise records for budgeting and expense tracking.
- Supported various departments during peak periods by providing administrative assistance, contributing to overall workflow continuity.
Education
High School Diploma -
Franklin K Lane Campus: The Brooklyn Lab School
Brooklyn, NY01-2015
Skills
- Customer service
- Client engagement
- Active listening
- Problem resolution
- Critical thinking
- Time management
- Data entry
- Computer proficiency
- Microsoft Office Suite
- Conflict resolution
- Building rapport
Timeline
Customer Service Representative
TTEC
05.2024 - Current
Property Manager
69 6th Ave Realty Inc
03.2023 - 03.2024
Doorman
Kent Services
07.2020 - 12.2022
Facilities Manager
Fareportal
01.2018 - 11.2019
Administrative Assistant
Fareportal
01.2017 - 01.2018
Receptionist
Fareportal
09.2015 - 01.2017
High School Diploma -
Franklin K Lane Campus: The Brooklyn Lab School