Charlyn Rivera Email & Phone Number

San José, Costa Rica

San José, Cr

- Oversaw end-to-end customer workflows to ensure cases worked in a specific queue are being moved in a timely manner.- Handled various projects simultaneously and worked +400 cases a day while complying with KPIs and QA metrics. - Communicated with dentists/orthodontists via email (SFHC) to resolve any portal issues that they were seeing. Examples include: - Patient has not completed medical and dental documentation required. - Tech issues: no option to approve/deny treatment plans in their provider portals. - Treatment plan requests that involved specific teeth movement adjustment according to the patient's needs.- Re-assigned dentists/orthodontists within DC guidelines. - Supported Contact Center teams such as Dental, Sales, Insurance, IT etc with specific escalations to make sure the they were overseen priority, as a result NPS improved and aligner sales increased by 20%. - Supported customer care associates offering guidance as needed including communication with patients and doctors for any issues or questions that arise during and after treatment.- Supported and assisted process engineers creating an official and controlled SOP document which didn't exist at the time using all data I collected from all projects under the role.- Built excel sheets to keep an updated track list of all the active/inactive providers, as well as any exceptions to help decrease the risk of experiencing unnecessary delays in cases.- Tracked and collected all data and vital information about the role and its projects. - Created a baseline document with all the guidelines and steps for each queue which was handed to the training and process engineering team to be revised, audited and approved. Upon approval, it was used to build the final and official controlled document since there was none before my arrival to the role which made it a huge milestone to achieve.

Costa Rica

- Monitor and report to Senior Leaders on process performance, trends and initiatives. - Proactively recommend actions to improve customer satisfaction (NPS). - Investigate different customer-centric solutions and processes to contribute to best-in-class customer experiences. - Ensure policies and procedures are properly followed.- Uphold the highest level of customer service. - Participate in continuous process improvement activities as part of the Contact Center Team. - Go over individual metrics with the team and brainstorm ideas for process improvement. - Weekly call review meetings with leaders and executives.

- Provide daily/weekly performance reporting on progress of procedures development.- Handled +4 projects simultaneously and worked +600 cases a day while achieving FCR and QA metrics. - Achieved Top Performer Award pretty much every single month since hired, recognized by managers and invited to a Kaizen event along with all the leaders and general managers from both Contact Center and Set Up areas.- Make constructive recommendations for improving scripts, programs, and internal procedures. - Schedule follow up calls/emails for high sensitive cases to ensure their concerns were solved in a timely manner with a first class customer service experience.

- Be the face of SmileDirectClub, explain the product, and guide customers through timelines and expectations.- Building and maintaining good business relationships with customers to encourage repeat purchases.- Engage and form a genuine connection with customers to keep them excited about their journey to a more confident smile.- Utilized consultative selling techniques to present key selling points, features and benefits while remaining focused on the customer's' needs and expectations. - Handled +100 inbound and outbound calls, SMS and emails per day.- Handled escalated calls / Follow up with customer cases and achieving FCR 95% of the times. - Achieved Top Performer Award 2 times, recognized by superiors and promoted to an email specialist position full time after 3 months of being hired.

Costa Rica

- Review documentation for potential buyers and verify their identity. - Make constructive recommendations for improving scripts, programs, and internal procedures. - Analyzed properties documentation, scriptures, receipts, bank statements etc to ensure the information was accurate and up date. - Detect and report any potential fraudulent activity in the process. - Build reports of cases worked and send biweekly for QA improvement.

Costa Rica

- Responsible for tracking and monitoring illegal transactions on customers financial accounts without the authorization of the account owner. - Work with online systems to file fraud disputes and ACH debits as well as ATM transactions. - Converse directly with customers to resolve issues and act as a liaison with AMEX. - Review borrower and co-borrower documentation utilizing third party verification tools in order to confirm identity and enrollment. - Reduce the risk of fraud through detail authentication on cardholder identity and incoming credit authorizations for potential fraud. - Analyzed online transactions for potentially suspicious activity including identity theft and credit card fraud.

Costa Rica

- Be the face of Bank of America, explain the product, and guide customers through expectations.- Building and maintaining good business relationships with customers to encourage repeat purchases.- Engage and form a genuine connection with our customers to keep them excited about the new features and financial services. - Handle inbound and outbound calls per day.- Utilizing consultative selling techniques to present key selling points, features and benefits while remaining focused on the customer's' needs and expectations. - Handle escalated calls / Follow up with customer cases.

Bachelor'S Degree, Psychology

Bachelor Of Science - Bs, Human Resources Management/Personnel Administration, General