Gemma Rivera Email & Phone Number

Calabarzon, Philippines

Philippines

Oversee daily operations of multiple business units across different sitesManage 2 segments, 12 Team Leaders, and 200+ agents across 2 sitesSupervise both voice and chat support channelsResponsible for departments including:Customer CareTechnical SupportSales and UpgradesEscalationsWork in a remote capacity, ensuring seamless coordination and high performance across all teams and departments

Philippines

I oversee the daily operations of a remote team of 20 agents across multiple departments, including Customer Care, Technical Support, Sales, Upgrades, Logistics, and Escalations. My role involves managing team performance, ensuring smooth coordination between departments, and maintaining high service standards in a voice-based environment.

United States

As an Executive Assistant to the CEO in a real estate business, with a focus on optimizing systems for brokers, the daily roles and responsibilities include:System Optimization: Research, implement, and improve systems and tools that enhance the productivity and efficiency of brokers in managing client relationships, listings, and transactions.CRM Management: Oversee and maintain the CRM (Customer Relationship Management) system, ensuring that brokers have access to up-to-date client and property data.Process Improvement: Identify inefficiencies in workflows and recommend or implement solutions to streamline operations, improve communication, and enhance the client experience.Training Support: Provide training or resources to brokers on new tools, systems, and processes to ensure smooth adoption and maximize system usage.Data Analysis: Analyze system data to identify trends, performance metrics, and areas for improvement in broker activities or sales processes.Integration of Tools: Ensure seamless integration of various platforms (e.g., MLS, marketing tools, email systems) for a unified experience for brokers.Document Management: Organize, manage, and track essential documents such as contracts, property listings, and client communications to ensure brokers have quick access when needed.Communication: Act as a liaison between the CEO, brokers, and other departments to ensure effective communication of system updates, training, and feedback.Scheduling & Coordination: Coordinate meetings, property showings, and events that involve brokers and clients, optimizing the scheduling process to reduce conflicts and maximize time.Client Support: Assist in ensuring brokers are equipped with tools to offer exceptional client service, handling any issues that arise with technology or processes.

Philippines

General Virtual Assistant at Go JarvisProvide administrative and organizational support to clients, ensuring smooth daily operationsManage calendars, schedule appointments, and coordinate meetingsHandle email correspondence, respond to inquiries, and manage client communicationAssist with data entry, document preparation, and file managementConduct research and compile information to support client decision-makingManage travel arrangements, including booking flights, accommodations, and transportationSupport project management by tracking deadlines and coordinating tasks using tools like Asana or Offer customer service assistance and manage basic client queriesEnsure confidentiality and handle sensitive information with professionalismPerform other miscellaneous tasks to support business operations and client needs

Philippines

Oversee daily operations of 1 onsite teamTeam size: 20 agentsManage voice support across multiple departments, including:Customer CareTechnical SupportSalesUpgradesLogistics and EscalationsBack OfficeDealer Support

Philippines

Coach and mentor Customer Service Representatives (CSR), Technical Support Representatives (TSR), and Back Office Teams prior to their transition to productionProvide training on company policies, systems, and customer service best practicesOffer guidance on troubleshooting, upselling, and handling customer concernsMonitor and assess performance, providing constructive feedback and development tipsFoster a positive learning environment to build team confidence and readiness for productionEnsure new team members are well-prepared to meet performance and service quality standards

Philippines

Technical Support Specialist at a Telecommunications CompanyAssist US customers with Home Phone, Internet, Mobility, and Television needsTroubleshoot technical issues and provide solutions for account concernsHandle equipment replacement and account-related inquiriesPerform upselling, upgrades, and sales to enhance customer satisfaction and services

Philippines

Back Office Assistant/Representative at a Telecommunications CompanyAssist US customers with Home Phone, Internet, Mobility, and Television-related tasksHandle administrative tasks, including updating customer accounts and processing back end requestsProcess order, send replacements and managing Logistics concernSupport frontline teams by managing data entry, account updates, and troubleshooting issuesEnsure timely and accurate resolution of customer inquiries and concernsCollaborate with other departments to streamline processes and improve service efficiency

Philippines

understand the ins and outs of creating shipments, packing and fulfilling orders, and coordinating various moving parts to ensure orders are shipped out timely and accurately. We analyze all aspects of shipping and receiving to make improvements in efficiency and affordability when possible.

Calabarzon, Philippines

Customer Service Representative at a Telecommunications CompanyAssist US customers with Home Phone, Internet, Mobility, and Television needs and concernsHandle upselling and sales opportunities to enhance customer experienceProvide support and solutions tailored to individual customer requirements

Philippines

Sales Representative offering Life Insurance, Educational Plans, and Life PlansIdentify potential clients and assess their needs to recommend appropriate insurance and financial productsPresent and explain the features, benefits, and coverage options of life insurance, educational plans, and life plansBuild and maintain relationships with clients to foster trust and ensure long-term satisfactionMeet or exceed sales targets through prospecting, lead generation, and effective sales presentationsProvide exceptional customer service, addressing client inquiries and concerns promptlyAssist clients with the application process, ensuring accurate documentation and timely submissionsStay updated on product offerings, industry trends, and regulatory changes to provide accurate adviceConduct follow-up calls and meetings to nurture existing client relationships and generate referrals

Philippines

Sales Representative at Citibank, handling Credit Card, Loan, and Mortgage offersIdentify and assess potential customers' financial needs to recommend appropriate productsPresent and explain the features and benefits of credit cards, loans, and mortgagesBuild strong customer relationships to ensure satisfaction and trustAchieve sales targets by acquiring new customers and upselling to existing onesAssist clients with application forms and required documentationProvide support throughout the application and approval processStay updated on Citibank’s products, regulations, and market trendsAddress client inquiries and resolve issues related to productsFollow up with clients to ensure ongoing engagement and satisfaction