Daniela Rivera Martínez

Daniela Rivera Martínez Perfil Profesional Experienced professional in customer service and real-time operational management, with a focus on technical support and process optimization. Known for strong analytical skills, adaptability, and communication abilities to resolve issues, enhance user experience, and ensure goal achievement in dynamic environments. Bilingual in Spanish and English. Work Experience Workforce Real Time Analyst Alorica, Remote – July 2022 – July 2025 • Real-time monitoring of operations to ensure service level agreements (SLA) are met. • Analysis of metrics and preparation of reports to optimize performance. • Use of digital tools for personnel management and team support. • Coordination with supervisors and technical departments to resolve incidents. Customer Service Representative Alorica, remote – June 2021 – July 2022 • Multichannel support (calls, chat, email) with a focus on empathy and effective resolution. • Provided first-level technical support. • Logged tickets in CRM systems to follow up on cases. Environmental Consultant Independent Projects – 2019 • Conducted environmental impact studies and proposed sustainable practices. • Collaborated with local organizations to promote ecological awareness and regulatory compliance. Laboratory Assistant. CIATEJ – 2014 - 2017 • Performed Dot-Blot tests and other molecular biology techniques. • Supported data collection and analysis for genetic research projects. • Maintained equipment and ensured safety protocol compliance. Education. Bachelor’s Degree in Biology. Universidad Autónoma de Guadalajara – Graduated in 2015 Specialization: Gentics and Biothecnology. Skills Technology / IT • First-level technical support • Ticket management • Data analysis tolos • Real-time operations monitoring Customer Service • Effective and empathetic communication • Problem-solving • Conflict management • CRM handling and multichannel support