Josue Alberto Rivera Bonilla

 Josue Alberto rivera Bonilla Customer service representative Contact Phone: - Address: Carrier Pepita Greus 63, Alginet, Comunidad Autonoma Valenciana, Spain, 46230 Upwork Profile https://www.upwork.com/freelancers/~016f0c284ed1e0aab8 EMAIL:- Linkedin https://www.linkedin.com/in/josue-rivera-a/ Social Media https://www.facebook.com/JoshRive https://www.instagram.com/josurive17/ Hobbies Watching eSports Learning python and PHP Cooking Backpacking Language proficiency Advanced English and Spanish I can speak, write fluently American English and Latin-American Spanish Tools Avaya X one Citrix Oracle Right Now (Chats and Emails) Outlook 365 SharePoint Spark Centre (Social media) Microsoft Suite G Suite Freshdesk programs Live chat Client live chat Asana Slack Jira EDUCATION New Generation Christian Academy School 2001 - 2013 High School Universidad Nacional Autónoma de Honduras (UNAH) 2013 - Present Part time undergraduate student currently on third year, WORK EXPERIENCE BABLA (English Teacher) May 2013 – May 2014 My main duty was for our students to start learning English from new to advance with a unique method (hand signs), during the time I was there I had three classes. The total amount of students I had were 20 students they were able to speak and read English without any problem. Allied Global BPO (Customer support and team lead) May 2014–January 2015 Provide information regarding Products and Services, billing, and respond to other types of inquiries. Provide general technical support regarding outages, bandwidth troubleshooting, equipment setup, and rebooting. Respond to customer complaints and escalations from other agents in a professional manner; attempt to resolve complaints successfully in accordance with established guidelines. My top achievement while working in Allied was able to stay as a top agent for three weeks in a row, at that time the BPO consisted of more than 1000 agents. Startek (Customer service and support agent) January 2015–September 2017 Served as the primary point of contact to customers, for two different campaigns (financial institution and inflight service provider) For the financial institution I provided information about the product, benefits and its perks. Resolve customers inquiries and/or complaints. Assist with activations, billing info update, transfers (p2p), verifying transactions and making disputes. For the inflight service provider, I assisted with technical problems (DNS, slow service…etc) refunds, cancelations, customers inquiries and providing information about the different technologies the provider offered. Client Live Chat (Customer service and appointment setter) September 2017–April 2018 Duties consisted of gathering more details about customers inquiries, taking notation of important information customer could provide and send the appointment to the appropriate client. Global E Grow (Customer service and support agent) September 2017 –June 2019 Daily responsibilities included providing customers with outstanding service by accurately answering Tickets (emails), Facebook messages and Live Chat messages from Spanish and English marketplaces with ordering tracking, refunds, order change, inventory check (presale and aftersales)- in line with company policy, standards and training. Also, it included assist coworkers with any inquiry to have a more efficient working environment. Sku Grid (L1 Customer service agent) April 2018– Currently working Primary point of contact to customers, replying to general pricing, general information (new subscribers), product, and service questions through chat, and social media. Obtaining all necessary information to document technical issues and escalate to the appropriate department Updating internal knowledge base to improve the quality of our customer service.