Joseph Rivera Email & Phone Number

Manila, National Capital Region, Philippines

China

• Current project with Answer800 routinely is generating data from recent survey responses of participants, comparing the data & identifying opportunities, and make the data presentable to the client
• In the event that there are no data yet to be collected, I join the queue temporarily to provide customer & technical support for 3 brands in which respectively are covering robot & self-standing vacuums, e-bikes, and.
• Google forms and tracker management for any improvements on the survey form and its respective responses
• Collaborating & presenting the data with Quality Analysts to be able to provide insights for coaching opportunities
• mainly working with Microsoft 365, MS Excel, Google Sheets, Google forms, & etc.

Philippines

• Worked with charged-off/delinquent accounts of debtors for 5-10 years already
• Segregation of consumer and non-consumer based debtor accounts and their statuses, but not limited to; last payment made, reachability, debt tenure, and commitment to payment
• Balancing, computation, and was tasked to relay any possible discounted one time payments/payment plans debtors can avail (depending of debt tenure) to close the account
• Validation of pre-existing debt-to-be-collected versus actual debt collected

Makati, National Capital Region, Philippines

After handling a Team for five and a half months, went back to being a Trainer and handled 2 more classes before resigning.

Makati, National Capital Region, Philippines

After handling 2 Training Waves, tasked to handle the 2nd Wave as their Team Leader leading to another Internship experience.

Makati, National Capital Region, Philippines

On the 9th month of the stay in the company and opening for being a Subject Matter Expert opened. After applying as an SME, was instead tasked to do the Trainer/Learning Specialist role ultimately leading me to the interns' team. In which covers all of the training period starting from the Communications & Soft Skills Training, to Product Specific.

Makati, National Capital Region, Philippines

• Worked with a pioneering online car rental company; first as a Customer Experience Representative then was promoted as a Learning Specialist after 9 months
• Assisted Guests & Hosts with their reservations, billing & disputes, general inquiries, claims, roadside assistance dispatching, account verification & management
• Promote KYC process; for all 2-3 concurrency chats by each trainee
• Main go-to for any account related issues; including 2FA resetting, troubleshooting, and account bypassing
• Ambassador for account security and safety; strictly implementing & decreasing risk-inducing violations
• Train new hires starting from Communication & Soft-Skills Training, Product-Specific Training, up until Nesting

Makati, National Capital Region, Philippines

• Assist consumers with general inquiries; spanning from plan changes - downgrades and upgrades
• Minimal upselling of plans for not only for prepaid profit but as well as consumer experience betterment; basing offers on usage data/history
• Tackling billing related concerns, any disputes with their data usage and its respective charges
• Processing sim transfers from competitor networks towards AT&T Prepaid, and vice versa (for network transfer and release from AT&T prepaid
• Addressing & troubleshooting network specific issues affecting consumer experience & coverage, and their hardware connected to said network