Ricardo D. Riera Email & Phone Number

• Established rapport with customers through active listening andpersonalized attention, fostering long-term relationships based ontrust and loyalty.• Developed scripts for common inquiries, reducing response timewhile maintaining consistency across agent interactions.• Successfully increased customer lifetime value by 30% throughpersonalized upselling and cross-selling strategies.• Earned multiple recognition awards for outstanding performance inachieving client satisfaction scores.

• Effectively managed escalations from dissatisfied customers,working closely with management to ensure timely resolutions thatmaintained brand reputation.• Utilized strong problem-solving skills to quickly identify and addresscustomer issues.• Contributed to achieving company goals by consistently meeting orexceeding performance metrics.• Managed high workload through phone, email, and live chatsimultaneously. Demonstrating excellent time management skills,and maintaining efficiency without sacrificing quality service.

• Responded to customer calls, learning proper phone etiquette, andwork ethic.• Enhanced company reputation by providing exceptional customerservice and support.• Provided comprehensive training sessions for new hires, ensuring asmooth transition into this role. Having trained people that quicklyescalated into different departments.