Open to opportunities

Kenneth Rivera

@kennethrivera

Bilingual Order Management Specialist with 4+ years processing B2B purchase orders end-to-end for U.S. educational clients.

Honduras

Message

What I'm looking for

I’m looking for a fast-paced, process-driven role where I can own end-to-end order processing, keep account and case data accurate in SAP/Salesforce, and resolve issues with structured, high-quality communication.

I'm a bilingual (English/Spanish) Order Management and Customer Support Specialist with 4+ years of experience supporting U.S.-based B2B clients in a fast-paced, process-driven environment.

My core expertise is end-to-end purchase order processing for educational publishers. I receive orders through Esker and verify all critical details — ship-to and bill-to addresses, delivery dates, pricing, terms and conditions, and shipping terms. When accounts are missing from the system, I coordinate account creation requests with internal teams via Salesforce. Once validated, I transfer orders into Salesforce, generate order numbers, and finalize everything in SAP — adjusting incoterms, adding special delivery requirements such as inside delivery or liftgate, and leaving internal warehouse notes to ensure smooth fulfillment.

Beyond order entry, I handle post-order support: tracking shipments, managing backorders, identifying out-of-print materials, and sending invoices, pro forma invoices, and quotes professionally and on time. I'm detail-oriented, reliable, and comfortable managing high volumes independently.

Experience

Work history, roles, and key accomplishments

Current

Order Management Specialist

Current

Alorica Honduras

Apr 2022 - Present (4 years 2 months)

Managed end-to-end B2B purchase order processing for a U.S. educational publisher, verifying PO details and releasing validated orders to the warehouse for USPS fulfillment. Processed and adjusted orders in SAP and maintained account and case documentation in Salesforce while handling PCI-compliant payments and warranty claim evaluation.

Salesforce CRM Customer Account Management

Support Specialist

5CA

Dec 2024 - Feb 2025 (2 months)

Provided email-based technical support for a global gaming company, resolving account, billing, purchase, and in-game technical issues for customers worldwide. Maintained fast response times and high customer satisfaction by documenting cases and troubleshooting effectively.

Email Support Technical Troubleshooting Account Support Billing Support Purchase Issue Resolution Customer Satisfaction

Technical Specialist

Concentrix

Oct 2020 - Dec 2020 (2 months)

Delivered remote technical support for U.S. internet, TV, and phone services by performing structured troubleshooting for connectivity and device issues. Focused on first-contact resolution with clear, professional customer communication.

Remote Technical Support Connectivity Issues Troubleshooting Customer Communications First Contact Resolutions Customer Support Operations

Computer Science Instructor

INTEC International Technological Institute

Jan 2019 - Jan 2020 (1 year)

Taught computer science across multiple grade levels by designing monthly assessments and adapting lesson plans to different learning needs. Built structured thinking, clear communication, and attention to detail through instructional delivery and student evaluation.

Computer Science Instruction Lesson Plan Adaptation Assessment Design Student Support Learning Structure Attention To Detail Teaching Delivery