Rafael Rivera
Phoenix,AZ
Summary
Dynamic and performance-driven professional, skilled in problem-solving and conflict resolution with 20 years of experience honing in on customer service and ensuring continuous improvement. Expertise in providing live chat service, implementing remote work strategies, and improving quality assurance. Utilized problem-solving strategies to handle challenging situations effectively and efficiently, under tight deadlines in a fast-paced environment.
Overview
25
25
years of professional experience
Work History
Community Operations Specialist II
Uber Technologies Inc.
02.2024 - Current
- Highlight common ticket types/issues to the Team Lead.
- May perform root cause analysis and present findings.
- Work on both phone and ticket based cases, if relevant, and resolve escalations.
- Deliver high-quality customer support and customer satisfaction while solving complex inbound and outbound customer issues.
- Demonstrate empathy while solving customer concerns.
- Boost customer satisfaction, address client concerns in a timely and professional manner.
- Implement necessary changes in response to shifting business needs, maintain a proactive approach to problem-solving.
- Improve operational efficiency by streamlining processes and implementing new systems.
- Continuously sought opportunities for professional development in order to remain knowledgeable about industry best practices.
Home Care Specialist
Self Care for Mother
01.2018 - 12.2023
- Assisted clients with living independently through skill-building and mentoring in areas such as housekeeping adaptations and preparation of healthy meals.
- Administered medications in accordance with doctor's instructions.
- Scheduled and coordinated medical appointments.
- Monitored client health by performing routine pulse, temperature and blood pressure checks.
- Provided transportation and appointments management.
- Managed detailed records of patient progress notes for accurate communication between healthcare team members.
Postal Support Clerk
United States Post Office
12.2015 - 01.2018
- Performed a wide range of postal support duties, including sorting and distributing mail, operating postal equipment, and providing excellent customer service to ensure accurate and efficient mail processing.
- Assisted customers with complex mailing requirements or special circumstances, navigating regulations while providing excellent service.
- Prepared packages for shipment by weighing items, calculating postage costs, and applying appropriate labels or tags as needed.
Account Manager
Loan Resolution Corporation
03.2010 - 12.2015
- Managed a portfolio of 150-200 client accounts, consistently exceeding revenue targets by 25% through strategic account management and cultivating strong client relationships.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
Customer Service Manager
US Foods
03.2006 - 03.2010
- Created reports detailing key performance indicators related to the customer service team activities.
- Took ownership of customer issues and followed problems through to resolution.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
Operations Manager
Pearson Government Solutions
02.2000 - 03.2006
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
Skills
- Leadership Experience
- Coaching
- Training & Development
- Bilingual
- Conflict Resolution
- Performance Management
- Communication skills
- Team Leadership
- Training
- Quality Assurance
- Workforce Management
- Operational Efficiency
- Problem-Solving
- Time Management
- Decision-Making
- Team building
- Written Communication
- Organizational Skills
- Multitasking
- Interpersonal Communication
- Active Listening
- Attention to Detail
- Active Listening
- Attention to Detail
- Six Sigma Methodologies
Timeline
Community Operations Specialist II
Uber Technologies Inc.
02.2024 - Current
Home Care Specialist
Self Care for Mother
01.2018 - 12.2023
Postal Support Clerk
United States Post Office
12.2015 - 01.2018
Account Manager
Loan Resolution Corporation
03.2010 - 12.2015
Customer Service Manager
US Foods
03.2006 - 03.2010
Operations Manager
Pearson Government Solutions
02.2000 - 03.2006
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