Summary
Overview
Work History
Education
Skills
Certification
Languages
Work Preference
Work Availability
Software
Interests
Timeline
Hi, I’m

Ricardo D. Riera

Porlamar,Venezuela
Ricardo D. Riera

Summary

Enthusiastic Senior Customer Service Representative with more than 6 years of experience who will add value to businesses by providing outstanding customer support, engaging customers, and building relationships with buyers. Operates at a high level to consistently meet or exceed business quality and productivity standards.

Overview

6
years of professional experience
1
year of post-secondary education
3

Certifications

Work History

PayPerHead

Senior Customer Service Agent
11.2023 - Current

Job overview

  • This experience revealed potential points of improvement, evaluating personal and teamwork.
  • Established rapport with customers through active listening and personalized attention, fostering long-term relationships based on trust and loyalty.
  • Coordinated closely with other departments and providers to resolve customer issues, ensuring seamless service delivery and problem resolution.
  • Earned multiple recognition awards for outstanding performance in achieving client satisfaction scores.
  • Developed scripts for common inquiries, reducing response time while maintaining consistency across agent interactions.
  • Managed high call volume with excellent time management skills, maintaining efficiency without sacrificing quality service.

PayPerHead

Customer Service Agent
08.2022 - 11.2023

Job overview

  • Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
  • Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
  • Utilized strong problem-solving skills to quickly identify and address customer issues.
  • Contributed to achieving company goals by consistently meeting or exceeding performance metrics.
  • Helped clients take advantage of our services, by educating the customers on how to use the platform efficiently.
  • Handled customer interactions through phone, email, Rocket Chat, Edge Tier, and Telegram.

PayPerHead

Wagering Representative
06.2018 - 08.2022

Job overview

  • Responded to customers calls, learning proper phone etiquette, and work ethic.
  • Enhanced company reputation by providing exceptional customer service and support.
  • Provided comprehensive training sessions for new hires, ensuring a smooth transition into the role of Wagering Representative. Having trained people that quickly escalated into different departments.

Education

Universidad De Margarita
El Valle, Nueva Esparta.

Some College (No Degree) from Systems Engineering
07.2017 - 05.2018

Skills

  • Teamwork and Collaboration
  • Staff Training
  • Problem-Solving
  • Excellent Communication
  • Time Management
  • Critical Thinking
  • Tech-Savvy
  • Fast Learning
  • Adaptability and Flexibility
  • Continuous Improvement
  • MS Office

Certification

  • EF SET English Certificate, 79/100, C2 Proficient
  • Ask Questions to Make Data-Driven Decisions
  • Foundations: Data, Data, Everywhere

Languages

English
Native or Bilingual

Work Preference

Work Type

Full Time

Work Location

Remote

Important To Me

Work-life balanceCareer advancementWork from home option
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Software

MS Excel

MS Office

MS Excel

Trello

Interests

Exercise and Fitness

Culinary Arts

Timeline

Senior Customer Service Agent

PayPerHead
11.2023 - Current

Customer Service Agent

PayPerHead
08.2022 - 11.2023

Wagering Representative

PayPerHead
06.2018 - 08.2022

Universidad De Margarita

Some College (No Degree) from Systems Engineering
07.2017 - 05.2018

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Ricardo D. Riera