TRThayra Rivas
@thayrarivas
Dedicated customer care professional with a passion for psychology and customer behavior.
GuatemalaWhat I'm looking for
I began my journey in the call center industry with Metro by T-Mobile, where I honed my skills in both customer service and sales. This initial experience laid the foundation for my strong communication and problem-solving abilities. I then moved to Direct Energy, where I continued to excel in sales and customer service. My role expanded to include resolutions, handling escalated calls as a supervisor, which enhanced my leadership and conflict resolution skills.
Next, I joined Royal Caribbean, where I took on multiple responsibilities, including sales, bookings, and managing VIP customer relationships. This role allowed me to develop a keen understanding of customer needs and provided me with the opportunity to deliver exceptional service to high-profile clients.
Most recently, I worked at Best Buy, where I was responsible for booking appointments and providing tech support. Over the span of six years, I have cultivated a versatile skill set that spans customer service, sales, leadership, and technical support, making me a well-rounded and adaptable professional in the call center industry.
Experience
Work history, roles, and key accomplishments
Customer Care Representative
Conduent, Royal Cruise Caribbean
Feb 2021 - Feb 2022 (1 year)
Engaged in customer care and resolution for Direct Energy, focusing on improving service delivery and customer satisfaction. Proposed efficient call scripts to reduce handling time and enhance overall service quality.
English Course Instructor
Online Personal Course
Jan 2020 - Feb 2021 (1 year 1 month)
Conducted online courses for high-level English speakers during the pandemic, focusing on improving their language skills through group work, presentations, and evaluations.
Customer Care Representative
Alorica
Jan 2020 - Jan 2021 (1 year)
Worked in customer care at Alorica, focusing on resolving customer inquiries and providing support. Developed skills in customer behavior understanding and troubleshooting across various service areas.
Customer Care Representative
Alorica
Sep 2019 - Jan 2021 (1 year 4 months)
Provided comprehensive customer service and support for Metro by T-Mobile and Loyalty Mobile. Resolved over 300 cases weekly, suggested new tactics to retain customers, and achieved a 97% customer satisfaction rating, surpassing team goals.
Education
Degrees, certifications, and relevant coursework
Mariano Galvez
Bachelor's Degree, Clinical Psychology
2019 -
Currently pursuing a degree in Clinical Psychology to enhance understanding of customer behavior and improve service delivery.
Lincoln Educational Center
High School Diploma, Computer Science
2017 - 2018
Achieved a High School Diploma with an orientation in Computer, equipping with essential technical skills.
Paramount High School
High School Diploma, General Education
2015 - 2015
Completed high school education with a focus on Science and Arts, providing a strong foundation for further studies.
Times 2 Square Academy
Certificate, English Language
2014 - 2014
Activities and societies: Included group leadership work, presentations, and evaluations.
Participated in a short course for high-level English speakers, focusing on improving language skills for better call center work experience.
Tech stack
Software and tools used professionally
Availability
Location
GuatemalaAuthorized to work in
Job categories
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