Fendy Rivas

With 12 years of experience in customer service, quality assurance, and content moderation, I bring a strong analytical mindset and attention to detail to every project. My background spans multiple industries, including telecommunications, medical and legal interpretation, and digital content management. Throughout my career, I have worked in fast-paced environments, adapting to new challenges while maintaining high-quality standards.

I have had the opportunity to work with reputable companies such as T-Mobile, Zero Variance, PartnerHero Inc., Yalwa, and Interactive Contact Center, where I developed my expertise in customer interactions, quality control, and compliance monitoring. Each role has strengthened my ability to analyze performance metrics, provide constructive feedback, and optimize workflows for efficiency and accuracy.

Customer Service & Support – Over the years, I have handled inbound and outbound calls, emails, and chats, ensuring top-tier assistance and customer satisfaction. My experience includes resolving complex issues, troubleshooting, and maintaining a high first-contact resolution rate.

Quality Assurance (QA) – As a QA Analyst, I monitored customer interactions, evaluated agent performance, and provided detailed feedback and training to improve service delivery. I am skilled in identifying trends and implementing corrective actions to meet company standards.

Content Moderation & Compliance – In my roles at Yalwa and PartnerHero, I reviewed and moderated user-generated content, ensuring it met platform guidelines and compliance policies. My responsibilities included analyzing patterns, identifying potential risks, and implementing process improvements.

Medical & Legal Interpretation – As a Professional Interpreter, I facilitated effective communication between clients and professionals during medical consultations and legal proceedings. This required precision, cultural awareness, and adherence to confidentiality standards.

Zendesk & CRM Tools – Proficient in managing customer support platforms, optimizing ticketing systems, and creating macros and automated workflows to enhance efficiency.

I am currently open to freelance and B2B contractor opportunities, where I can contribute my skills to improving customer experience, maintaining high-quality standards, and optimizing operational processes. If you're looking for a dedicated and adaptable professional who thrives in dynamic environments, let’s connect and explore how I can help your business succeed.