Grace Dela Peña Rivera

GRACE CONCEPCION RIVERA - - ● ● ● Cagayan de Oro City, Philippines 9000 https://www.linkedin.com/in/grace-rivera-4692a2174/ Dedicated professional with proven performance in management, leadership and communication. Detailoriented in problem-solving and planning. Ready to make an immediate contribution to your organization. EXPERIENCE JUN '23 - APR '24 Customer Service Manager │ PaliRoots ● Managed emails from customers; addressed inquiries, complaints, and other requests for assistance. ● Assisted customers with resolving service-related issues. ● Utilized problem solving techniques to quickly resolve escalated issues from customers. ● Maintained customer satisfaction by gathering actionable insights and offering solutions. ● Analyzed customer feedback data to identify trends and areas of improvement in the customer service department. ● Demonstrated ability to develop and implement customer service policies and procedures. ● Developed strategies to improve response time and reduce wait times for customers contacting the department. ● Developed customer service surveys to measure customer satisfaction. ● Implemented process improvements such as automation tools to increase efficiency across the team. ● Implemented revenue strategies through statistical analysis. MAY '22 - JUN '23 Customer Service Representative │ Artlogo ● Handled customer complaints and inquiries in a courteous and efficient manner. ● Demonstrated excellent communication skills, both verbal and written, in order to effectively interact with customers. ● Developed strong customer relationships and loyalty through effective communication. ● Maintained knowledge of company products to provide helpful suggestions and recommendations to customers. ● Recommended improvements in products, services or billing methods to prevent future problems. JUL '20 - APR '22 COO │ Balanzi ● Partnered with Human Resources department on recruitment initiatives; recruited top talent for critical positions within the organization. ● Ensured effective communication between departments and stakeholders throughout all stages of product development. ● Spearheaded efforts to develop comprehensive business plans outlining long-term strategies for growth and profitability. ● Created an organizational structure for the executive team that maximized efficiency and effectiveness. ● Oversaw the launch of new products by leading cross-functional teams from concept to execution. ● Built a high performing corporate culture focused on accountability, transparency, innovation, creativity, customer service excellence, continuous learning and development. ● Leveraged technology solutions to automate manual tasks and streamline operational efficiencies. SEP '19 - JUN '20 Customer Service Manager │ Her Imports, Vegas and Maryland ● Managed inbound calls from customers; addressed inquiries, complaints, and other requests for assistance. ● Assisted customers with resolving service-related issues. ● Utilized problem solving techniques to quickly resolve escalated issues from customers. ● Coached and provided feedback to staff to improve performance and achieve company objectives. JAN '19 - JUL '19 Customer Service and Sales Associate │ iHerb.com ● Greeted customers warmly and offered assistance. ● Helped customers find and select products. ● Engaged with guests to understand and anticipate customer service needs. ● Built relationships with potential customers by providing helpful advice on product selection. ● Encouraged customers to make additional purchases and suggested relevant items. MAY '17 - O CT '18 Corporate Trainer │ T-Mobile ● Specializes training in Foundation and Product Support ● Handled maximum of 20-25 trainees in a class. ● Created instructional materials including presentations, videos, handouts, job aids and other resources for use during trainings. ● Maintained detailed records of employee progress throughout training sessions. ● Analyzed data from pre-and post-training surveys to measure effectiveness of courses offered. ● Scheduled classes and training sessions based on classroom and equipment availability. ● Developed training procedures and program curriculum to support corporate objectives. MAY '16 - MAR '17 Corporate Trainer │ Azpired ● Handled Wave 2 and 3 base team skilled for DC3, Charge, and the Back-office account (CIMS - CSLFFCR - Late Fees) ● Consistent for being one of the Top Sup for the blended team ● Handles the closer team which is also in-charge for the account EOD reports. ● Conducted regular assessments of employees' performance to identify areas of improvement and provide individualized feedback. ● Created instructional materials including presentations, videos, handouts, job aids and other resources for use during trainings. ● Coordinated participant recruitment and training program placement. JAN '09 - MAY '16 Airline Reservation Agent │ United Airlines ● Answered phones to assist customers in making, altering, or canceling reservations. ● Updated customer records with current contact information, preferences, and special requests. ● Assisted customers with their reservations by providing accurate information and helpful advice in a timely manner. ● Processed reservations booked via phone, online and other systems. ● Maintained up-to-date knowledge of the various reservation systems used by the company. ● Utilized airline computer reservation system to book flights for customers. EDUCATION Completed coursework towards Bachelor in Science in Secondary Education Major in General Science XAVIER UNIVERSITY –ATENEO DE CAGAYAN SKILLS Interpersonal Skills Problem Solving Time Management Data Analysis Team Leadership Multitasking Social Media Monitoring Training and Development Sales Techniques Customer Retention Quality Assurance Process Improvement REFERENCES References available upon request Cross-selling Call Center Management Conflict Resolution Performance Management Effective Communication CRM Software Escalation Handling