Paul Allen Rivera
Medon,Tennessee
Overview
13
13
years of professional experience
Work History
Packing operator on cracker side
Kellanova/Kelloggs
Jackson, Tn
03.2022 - Current
- Can operate with basic and indept knowledge on varies machinery - Muerer (retail case packer), Cracker slug wrapper, Jones (retail boxes), and langen (whole sale case packer).
- Taken in Pes (cracker sample) for quality control.
- Basic repairs
Back up Team lead for Jonathan Carpenter team "los jefes"
Asurion
Nashville, TN
03.2012 - 09.2021
- Help team members with long calls, information for critical troubleshooting steps or complicated issues.
- Update knowledge base center articles and test new systems made by Asurion. Example: journey, icare, icare 2.0 and knowledge base.
- Help team member with compliance, over all metrics and AHT (average handle time) using real-time live calls or intraday Supervisor performance.
- Team Lead/mentor and Mts agent (mobile technician support)
- Lead mentor for Academy Support
- Monitor agents in call by doing side by daily report about agent progress, concerns and help with development skills.
- Help with team meeting, giving information in how to use the tools in common issues and uncommon issues, call flows and ins and outs of different or newly released device.
- How to handle irate customer that may appear, how to de escalate or handle the situation.
MTS agent (Mobile Technical Support for AT&T, Verizon, and Sprint)
Asurion
- Assist customers in troubleshooting issues with mobile devices and telecommunications issues.
- Assist customer ins and out of different devices (apple, blackberry, windows and Android), basic setups as in email, password reset and information transfers from one device to the next or cloud services.
- Enable device location lost device or remote back up content.
- Account verification using Telegance, MST icare and other programs to see features and add notes of steps taken or troubleshooting process taken if issue is reoccurring.
- Remote login to customer pc or other device that allow remote to personal hands on experience to fix, transfer content and educate customer in basic how to, verification in account synchronization and profiles.
Journey Team
Asurion
- Conducted a new project team to help with customer's back up to proactively help the customer have replacement device to ready to used before opening the device.
- Make sure customer's are completely satisfied and give assurance their information is secured.
Work from home (mobile)
Asurion
- Verify customers accounts, make and model of device, shipping addresses and process payment for deductibles if any.
- Help customer give customer the understanding of a home warranty for electronics and it benefits.
- Offer extended warranty for home electronics, internet protection (vpn) and personal protection (identity theft).
Timeline
Packing operator on cracker side
Kellanova/Kelloggs
03.2022 - Current
Back up Team lead for Jonathan Carpenter team "los jefes"
Asurion
03.2012 - 09.2021
MTS agent (Mobile Technical Support for AT&T, Verizon, and Sprint)
Asurion
Journey Team
Asurion
Work from home (mobile)
Asurion
Similar Profiles
BHAVIN PATELBHAVIN PATEL
Associate Director - AMEA - Category Management - Packaging Material at Kellanova ( formely Kelloggs)Associate Director - AMEA - Category Management - Packaging Material at Kellanova ( formely Kelloggs)
MARCUS BealMARCUS Beal
Finished Goods Planner at Kellanova (Kelloggs)Finished Goods Planner at Kellanova (Kelloggs)
Tara CredicottTara Credicott
Production Process Operator at WK Kelloggs CanadaProduction Process Operator at WK Kelloggs Canada
Judy McclanahanJudy Mcclanahan
NA at NANA at NA
Ty WebbTy Webb
Military at Tennessee Army National GuardMilitary at Tennessee Army National Guard