Ana Genesis Rivera

• Created, collected and recorded data on trainee's progress to determine next steps for success.
• Facilitated mock interviews with feedback sessions for trainees in order to ensure client interview success rate.
• Prepared /Updated instructional materials for group and one-on-one use to comply with established curriculum.

• Proactively collaborate with and engage other departments or support dependencies for commonly escalated issues and own the end-to-end communications until resolutions are provided to the frontline team
• Captures and documents customer complaints or pain points to provide comprehensive insight on how the client can improve program offerings and business solutions
• Take over and own the succeeding communications for complex escalated cases where a more in-depth, comprehensive discussion is needed
• Attends client meetings where different escalation departments are in attendance and raise tickets when traction is needed

Channels: Phones, Chat, and Web Submissions
LOB: Microsoft Cloud Solutions Provider

• Interacted with business executives to cater to their inquiries and concerns related to customer service, technical and billing concerns
• Provided timely, efficient, and detailed resolutions either by call or e-mail correspondence until case closure and customer satisfaction is ensured
• Adhered to the required metrics and goals of the company to showcase exemplary performance in the workplace

• Oversaw clerical tasks, such as sorting/maintaining records, keeping track of e-mail correspondences, releasing correspondences school-wide for creative project execution for the institution's marketing
• Researched, planned, scheduled, and curated engaging content to post on the school's Facebook page
• Maintained social media design and presence by coordinating with designers, videographers, and photographers as well as the marketing department of the institution
• Received requests for photo, video, and FB live coverage on school events; coordinated accordingly on the day of the event
• Drafted scripts for promotional videos and other relevant content to submit to immediate supervisor for approval
• Ensured office operation go smoothly while the immediate supervisor was out of the office

• Taught ESL Writing and Grammar to different Asian Natives
• Taught lessons and facilitated reviews/examinations focused on TOEIC Grammar, Listening and Writing
• Completed required course curriculum for each student assigned