Jan Alexis A. Rivera

I have been in customer service for more than nine years under three BPO companies, first starting out as a Customer Service Representative in my earlier years before changing roles as a Quality Analyst in the same industry.

During my time working as a Customer Service Representative, I've always strived to deliver proactive, tailored, and timely support, making sure that the customers feel that they're being cared for while also giving them a sense of assurance. Working as a Quality Analyst, on the other hand, has helped me improve my analytical problem-solving skills, attention to detail, and also time management skills.

Regarding my work background, I was a technical/customer support representative for a telco account/program at my first job. Our scope of work involves troubleshooting and resolving service-related issues (IPTV, Internet, and phone), troubleshooting issues with their free email account, and answering basic billing questions through chat. I have worked under this role for almost 2 years before transferring to a different company.

After that, I've worked as a customer support representive for a ride-sharing app program/campaign for my second company. Our responsibilities include assisting the customers with their trip-related issues, user account management, and also answer products/services questions through in-app or email. I've worked under this role for 3 years before becoming a Quality Assurance Analyst for the rest of my tenure at my second company.

Currently, I'm working again as a customer support representative for a parcel delivery company where we take in calls or answer tickets through Hubspot to assist the customers regarding their package deliveries while also liaising with the warehouse team to trace the package as needed.