William Rivas

• Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
• Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
• Cross-trained existing employees to maximize team agility and performance.
• Coordinated with IT department to upgrade technology, enhancing operational efficiency and data security.
• Maintained positive customer relations by addressing

problems head-on and implementing successful corrective actions.

• Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
• Established team priorities, maintained schedules and monitored performance.

• Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
• Compiled information from files and research to satisfy information requests.
• Handled assignments independently with good judgement and critical thinking skills.
• Assisted internal staff with clerical and administrative needs to maximize efficiency and team productivity.
• Scheduled office meetings and client appointments for staff teams.
• Operated multi-line telephone system to answer and direct high volume of calls.

• Managed high call volumes while providing exceptional customer support and maintaining professional composure.
• Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
• Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
• Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.