Jan Alexis A. Rivera

Jan Alexis A. Rivera Detail-oriented team player with strong organizational skills, knowledge of service delivery and proven multitasking abilities. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing solutions to build loyalty. Contact Address 2668 - Agutaya Street, Pinagkaisahan, Makati City Work History- Phone Customer Support Specialist II - Better Trucks PartnerHero Philippines - Responded to customer concerns through taking E-mail in calls via the Aircall app and also answered - tickets via Hubspot, offering excellent support and tailored recommendations to address needs. Skills Actively listened to customers, handled concerns Keen attention to detail Handled customer inquiries and suggestions quickly and escalated major issues to supervisor. courteously and professionally. Analytical problem solving Followed up with customers about resolved or skills pending issues to maintain high standards of customer service. Service standard compliance Active listener - Quality Analyst - Uber Lizardbear Tasking Inc./Taskus Inc. Transaction monitoring. Reviewed tickets handled by the customer service representative on a weekly basis and see if compliance was followed. Attends or facilitates calibration sessions with both the clients and also the operations team to ensure everyone is aligned with the current processes. Monitored KPIs to proactively address bottlenecks and quality issues. Observe trends or issues that impacts quality and forward the findings and/or feedback to the operations team for coaching purposes. Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies. Facilitate QA huddles with the agents to discuss the opportunities from a quality perspective and also provide recommendations to them. - Accounts Receivable Representative Zoom Lizardbear Tasking Inc./Taskus Inc. Prepared and mailed invoices to customers through Gmail, processed payments and documented account updates. Communicated with customers to identify and resolve outstanding payments. 2018-01 - Quality Analyst - Uber 2020-06 Lizardbear Tasking Inc./TaskUs Inc. Reviewed each processed driver-submitted documents that were processed by the representative on a weekly basis and see if compliance was followed. Monitored KPIs to proactively address bottlenecks and quality issues. Observed trends or issues that impacts quality and forward the findings and/or feedback to team leadership for coaching purposes. Facilitate QA huddles with the agents to discuss the opportunities from a quality perspective and also provide recommendations to them. Attends or facilitates calibration sessions with both the clients and also the operations team to ensure everyone is aligned with the current processes. 2015-07 - Customer Service Representative - Uber 2018-01 Lizardbear Tasking Inc./Taskus Inc. Responded to customer concerns through the in-app messaging system or email to address trip-related issues, services, and user account management. Maintained customer satisfaction with forwardthinking strategies focused on addressing customer needs and resolving concerns. Clarified customer issues and determined root cause of problems to resolve product or service complaints. - Technical Support Representative - AT&T U-verse Sutherland Global Services Responded to customer concerns through a LivePerson chat application in identifying issues and explained solutions to restore service and functionality. Translated complex technical issues into digestible language for non-technical users. Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones. Collaborated with supervisors to escalate and address customer inquiries or technical issues. System tools/Softwares Used Google Office apps (Docs, Sheets, Slides) LivePerson Zendesk Salesforce Hubspot Aircall Onfleet Slack Education- - B.S: Electrical Engineering Far Eastern University - East Asia College - Manila B.S: Electrical Engineering Mapua Institute of Technology - Manila Guadalupe Catholic School - Makati City - - Nemesio I. Yabut Elementary School - Makati City - St. Paul Colleges - Makati City Character Reference Paul Mitzchell Flores - Business Insights Analyst (TaskUs/Lizardbear Tasking Inc.) Relation/Affiliation: Immediate supervisor (Quality) Contact Number: - Email:-Sheena Marie Lui - Quality Team Lead (TaskUs/Lizardbear Tasking Inc.) Relation/Affiliation: Immediate supervisor (Quality) Contact Number: - Email:-