Samuel Rivas
El Paso,TX
Summary
Highly-motivated employee with customer service, multitasking, and time management abilities, with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Devoted to giving every customer a positive and memorable experience.
Overview
6
6
years of professional experience
Work History
Residential Inbound Sales Representative
Charter Communnications Spectrum
El Paso, TX
08.2021 - Current
- Respond to customer inquiries and assist with placing orders over the phone.
- Develop creative strategies for upselling and cross-selling products and services.
- Identify customer needs and recommend products accordingly.
- Build trust and loyalty by maintaining professionalism while persuading customers.
- Close sales by building rapport and overcoming objections.
- Build strong relationships with customers through excellent service delivery.
Quality Assurance Specialist
Continuum Global Solutions
El Paso, TX
08.2020 - 08.2021
- Conducted audits on 4 supervisors with 10-15 team members each to identify non-conforming issues.
- Ensured compliance with all relevant regulations.
- Created detailed reports summarizing findings from audits conducted and communicated results to team members and management.
- Consulted with management and team members to educate on QA standards.
- Conducted team meetings weekly to provide constructive feedback, resulting in higher morale and increased employee retention.
Account Service Supervisor
Continuum Global Solutions
El Paso, TX
03.2019 - 08.2020
- Managed account service team of 15-25 members, supervised day-to-day operations, and provided guidance as needed.
- Resolved escalated customer issues in a timely manner.
- Analyzed data from customer feedback surveys and took appropriate action based on result.
- Monitored and reviewed team member performance and provided ongoing feedback and coaching to drive performance improvement.
- Analyzed team performance data and forwarded results to upper management.
Account Service Floor Support
Continuum Global Solutions
El Paso, TX
03.2019 - 11.2019
- Assisted with training and development of new team members to provide superior customer service by listening to customers concerns and handling customers complains.
- Handled escalated calls, actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Coached team members and provided constructive feedback going over forward-thinking strategies focused on addressing customers needs and resolving concerns.
Account Services Representative
Continuum Global Solutions
El Paso, TX
07.2018 - 03.2019
- Responded promptly to customer inquiries via phone.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Investigated any complaints from customers regarding service issues or billing disputes.
- Researched customer accounts to identify any errors.
- Resolved account issues with strengths in research, problem-solving and solution development.
- Developed strategies to increase customer satisfaction levels by providing excellent customer service.
Education
IT Support Professional (CompTIA ITF & A+)
Guild Education
El Paso, TXSkills
- Effective Verbal and Written Communication
- Teamwork and Collaboration
- Strategic Planning
- Data Analysis and Reporting
- Customer Relationship Building
- Goal-Oriented
Timeline
Residential Inbound Sales Representative
Charter Communnications Spectrum
08.2021 - Current
Quality Assurance Specialist
Continuum Global Solutions
08.2020 - 08.2021
Account Service Supervisor
Continuum Global Solutions
03.2019 - 08.2020
Account Service Floor Support
Continuum Global Solutions
03.2019 - 11.2019
Account Services Representative
Continuum Global Solutions
07.2018 - 03.2019
IT Support Professional (CompTIA ITF & A+)
Guild Education
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