Keidy Abreu Rosario CRM Data Specialist | Customer Service Specialist | Content

Thryv Service Specialist

Thryv

Feb 2024 - Current (2 years 9 months)

Focused on enhancing customer satisfaction by promptly and professionally resolving service-related issues. Provided ongoing support to clients, assisting them in understanding and utilizing Thryv's software features. Addressed customer inquiries using creative problem-solving techniques and shared valuable feedback with the product development team to improve services. Additionally, mentored junior staff, ensuring they adhered to best practices and maintained high service standards. Managed calendars, schedules, and work-related emails using Outlook and Google Workspace to coordinate meetings and invitations effectively, while adapting to specific company workflows.

Privacy advisor

DeleteMe

Nov 2022 - Sep 2024 (1 year 11 months)

Assisted members remove their personal information from the internet by auditing personal data, managing data removal requests, and communicating the necessary information accurately and on time. Provided constant feedback to team leads and managers regarding problematic sites and internal tooling improvements, and assisted with ad-hoc requests for data removal as needed. As a Quality Analyst (QA), ensured that guidelines were correctly followed, identified errors, and provided feedback to Privacy Advisors to address mistakes and improve processes for better results.

Customer Service Specialist

Turo

Nov 2021 - Dec 2023 (2 years 2 months)

Assisted Turo users with the reservation process, addressing any safety or maintenance concerns, and explained insurance policies and coverage options, supporting users with insurance inquiries or claims. Facilitated refunds, provided technical support, troubleshooting platform or app issues, and managed disputes between hosts and guests according to platform policies. Additionally, offered guidance on platform policies, terms of service, and best practices for a successful car-sharing experience. Gathered user feedback to improve the platform and provided assistance via email or chat.

Online Content Moderator

Roblox

Feb 2021 - Oct 2021 (9 months)

Evaluated images, videos, and text submitted by Roblox players to ensure they adhered to community standards and guidelines. Took action against rule violators by issuing warnings, suspensions, or bans, and monitored in-game interactions to address inappropriate behavior, harassment, or misuse of the platform. Investigated user reports on inappropriate content and behavior, ensuring appropriate actions were taken. Stayed informed about updates to community standards, new features, and risks to ensure a safe and positive environment for users.

Retention Specialist

Yahoo

Jan 2020 - Jan 2021 (1 year 1 month)

Focused on retaining existing Yahoo customers by understanding their needs, addressing concerns, and offering solutions to encourage continued use of email services. Handled customer issues, complaints, and inquiries. Maintained a deep understanding of the company’s products, provided information about features and upgrades, and implemented strategies to retain customers at risk of canceling, such as offering promotions or alternative solutions. Additionally, provided guidance on using the services effectively and kept accurate records of customer interactions and resolutions.

Retention Specialist

Aol

May 2019 - Dec 2019 (8 months)

Focused on retaining existing AOL customers by understanding their needs, addressing concerns, and offering solutions to encourage continued use of email services. Handled customer issues, complaints, and inquiries. Maintained a deep understanding of the company’s products, provided information about features and upgrades, and implemented strategies to retain customers at risk of canceling, such as offering promotions or alternative solutions. Additionally, provided guidance on using the services effectively and kept accurate records of customer interactions and resolutions.

Customer Service Representative

Boost Mobile

Feb 2018 - Mar 2019 (1 year 2 months)

Addressed Boost Mobile customer inquiries related to account information, plans, services, and network issues. Assisted with resolving billing discrepancies, technical difficulties, and account management tasks such as plan changes and upgrades. Provided information on the company’s plans, devices, promotions, and additional services, helped customers with device purchases and activations, and offered technical support for device setup and troubleshooting. Effectively handled customer complaints, ensuring satisfaction , and offered guidance on using services efficiently.

Keidy Abreu Rosario

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Keidy Abreu Rosario

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Behavioral traits