Louis Rivera Email and Phone Number

• Triaged technical issues to discover a root cause either independently or by leveraging cross-functional internal resources• Served as a bridge between members and internal teams to ensure effective communication and issue resolution• Used an internal ticketing system to provide technical support to our members• Engaged regularly with management team and developers with reports on ticket status• Performed Troubleshooting and replication of member technical issues; provided detailed instructions of replication efforts• Documented, tracked and managed all escalated support requests, and communications in CRM system• Responded to a wide variety of technical inquiries as efficiently and accurately as possible.• Proactively understood member impact and prioritized issues aligning with company goals• Exceeded Customer expectation on response quality, timeless of responses and overall customer experience• Provide technical mentoring to Support Agents• Educate team members on prominent product information, releases, defects, and status updates

• Triaged technical issues to either solve independently, or escalate to Technical Support Analysts• Analyzed approximately 5 - 6 software errors on a weekly basis• Escalated system errors that affected all clients to the development team supervisors• Utilized tools for remote access to troubleshoot system errors experienced by members• Manage a support staff team of 5 members• Assist clients via zoom• Conduct weekly sync meeting with support staff• Monitor phone / chat schedules to assure coverage at all times• Review escalated Enterprise member ticket requests for rapid turnaround times

• Served as the primary point of contact for all members regarding the billing software.• Answered inbound phone calls, and responded to inbound chats and emails• Responded to a variety of technical and non-technical inquiries as quickly and accurately as possible. • Maintained communication with members until their issue was resolved while documenting the progress of the issue• Escalated issues to the next level of support when appropriate• Monitored and tracked support cases within Salesforce, internal help desk and customer relationship management (CRM) system. • Organized and prioritized caseload to meet SLA’s and identified tickets in need of escalation

• Decreased call center abandon rate from 2% to under 1%• Regularly achieved a 6-month average rate of 99% quality assurance on file audits• Regularly achieved a 6-moth average rate of 98% quality assurance on phone audits• Managed a team of 15 professionals that achieved the best results every quarter• Evaluated recorded calls to ensure proper procedures were followed, or to provide suggestions to improve the quality of the call• Met on a regular basis with team members to review, train, and help improve call quality scoresAddressed negative customer feedback immediately• Collected, monitored and evaluated customer requirements to achieve desired delivery time and order fill rates• Developed rapport with the customer base by handling difficult issues with professionalism

• Process 20 – 25 files a day• Answer 10 – 15 customer calls a day from a call back queue• Maintained a 98% in customer service quality• Provide status update to 5 main branches• Generate weekly follow up reports on pending orders

• Deals directly with assigned customer accounts.• Processes new orders and changes via internal and external customer systems.• Follow up with production and customers on order or shipment issues.• Work with Outside Sales Representatives on new and existing accounts.• Assists with formal quotation process for customer submittal.• Process customer complaints