Kevin Josué Rivera

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Executive assistant

flawless contruction

Jan 2024 - Dec 2024 (1 year)

As the Executive Assistant to the Customer Relations Manager at Flawless Construction, my role was the backbone of the customer experience strategy. I supported the manager in ensuring that every client interaction is smooth, professional, and leaves a lasting positive impression. Flawless Construction specialises in residential renovations, remodels, and custom home improvement projects, so the customer journey is both detailed and personal. Some of my tasks were: Manage the manager’s calendar from site visits and client consultations to internal meetings with project managers or subcontractors. Coordinate and confirm appointments with clients, ensuring they receive reminders and have all necessary documentation beforehand. Prepare dail

Client Retention Assistant Team Lead

Teleperformance

Jun 2019 - Oct 2019 (5 months)

Assisted in developing training materials, improving team efficiency by 20%. Provided coaching and mentorship, resulting in a 10% increase in team productivity. Organized weekly team meetings to address challenges and align on goals. Handled escalated customer issues, maintaining a 90% satisfaction rate. Created detailed reports using Microsoft Office for senior management review.

Client Retention Specialist

Teleperformance

Mar 2019 - Jan 2023 (3 years 11 months)

- Negotiated contract renewals with customers via CHAT and followed up via EMAIL, retaining an estimated $500K+ in annual revenue. - Collaborated with cross-functional teams to resolve complaints, achieving a high-resolution rate. - Developed and implemented new retention strategies, increasing retention rates by 15%. - Documented customer interactions and resolutions in CRM systems (Salesforce, Zoho CRM). - Worked with sales and development teams to enhance product offerings and improve customer experience. - Utilized Google Drive daily to organize client files, track retention documentation, and store shared resources, such as SOPs and escalation protocols. - Created and collaborated on client communication templates, cancellation r

Customer Support Specialist

The Office Gurus

Jan 2017 - Dec 2018 (2 years)

Provided timely assistance via PHONE, EMAIL, and LIVE CHAT, achieving a 98% satisfaction rate. Educated customers on billing and support policies, reducing billing-related complaints by 25%. Assisted with order tracking and collaborated with carriers to ensure timely deliveries. Mentored new team members, improving onboarding efficiency by 30%. Played a key role in implementing a new ticketing system, reducing resolution time by 20%.

Kevin Josué Rivera

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