Lyon Rivera

I am a dedicated Customer Success Representative with a strong background in customer support and operations. Currently, I work at SmartRent, where I efficiently resolve customer requests using various ticketing and task management tools like Zendesk and Intercom. My analytical skills allow me to identify customer support trends and collaborate with cross-functional teams to implement effective long-term solutions.

Previously, I spent five years at 24-7 Intouch, where I progressed from a Customer Service Representative to a Lead Line/CSR II. In this role, I handled escalated calls, provided conflict resolution, and guided my team members to ensure high-quality service. My experience as an Operations Manager further honed my leadership skills, as I led a team of 12 representatives, focusing on quality assurance and performance improvement.

With an Associate’s Degree from Valencia College and a Bachelor's Degree in Network Engineering and Security from Western Governors University, I am committed to continuous learning and professional development. My certifications, including CompTIA A+, Network+, and Security+, reflect my dedication to the IT field and my readiness to tackle new challenges.