Erick Ignacio Ríos Ocaña Virtual Assistant/Project Manager | Customer success

S

VirtualAssistant | Customer Success Specialist & Appointment Setter

STYLESmart VA

May 2024 - Current (2 years 1 month)

Delivered multi-channel bilingual support across platforms, sustaining a 95%+ CSAT across 100+ monthly cases. Automated client booking and onboarding flows, reducing customer friction and cutting response time by 40%. Onboarded and retained 7+ high-value clients (businesses), tailoring service to unique business models. Chosen for pilot programs based on performance and user-centric service metrics. Additionally, utilized QuickBooks Online to manage financial records and streamline appointment scheduling, enhancing overall operational efficiency and supporting lead generation through effective multi-channel communication. Furthermore, leveraged sales skills to promote products and services for various clients while collaborating with the ac

T

Quality Control & Assurance Specialist (Sell to Carvana & Verifications)

Carvana Co., Telat

Nov 2022 - Oct 2024 (2 years)

As a Quality Control & Assurance Specialist (Sell to Carvana & Verifications), I built automated QA workflows, improving productivity by 75% and accuracy by 80% in internal reviews. I created a feedback system used by multiple teams, accelerating training efficiency and onboarding by 35%. I conducted satisfaction audits and coached advocates, improving first-call resolution by 30%. Additionally, I streamlined processes and workflows while working at Carvana, which involved managing teams and developing new productivity tools. Most of our communication was facilitated through Slack, enhancing collaboration and efficiency across departments. My experience in B2C sales, outbound calls, and telemarketing was valuable as I was part of the team r

T

Customer Advocate

Carvana Co., Telat

Apr 2022 - Nov 2022 (8 months)

As a Customer Advocate, I managed over 57 daily customer records in Salesforce, resolving discrepancies while maintaining a typing speed of 60+ WPM with 98% accuracy, in alignment with legal data standards. I conducted customer satisfaction audits and provided actionable feedback, utilizing my experience in workflow analysis to streamline processes and enhance efficiency in customer interactions. I leveraged tools like GHL (GoHighLevel) and Slack to facilitate communication and improve overall service delivery. My involvement in B2C sales, including buying and selling vehicles, provided me with valuable insights into customer needs and preferences, which I applied to enhance customer advocacy and service quality. Additionally, I worked exte

STC Advocate

Carvana Co., Telat group

Mar 2021 - Apr 2022 (1 year 2 months)

As an STC Advocate, I was responsible for providing support and guidance to clients, ensuring their needs were met effectively and efficiently. I collaborated with various teams to address client concerns and improve service delivery. Additionally, I streamlined processes and workflows while working at Carvana, which enhanced operational efficiency and contributed to a more seamless client experience. My involvement in B2C sales, specifically as part of the team in charge of buying and selling vehicles, further enriched my understanding of client needs and market dynamics, allowing me to better advocate for clients and improve their overall experience. I also managed appointment scheduling for customers, ensuring that their interactions wer

Erick Ignacio Ríos Ocaña

About

Detail

Timeline

Résumé