Wayne Richmond Rivera
Administrative Associate – Emu Run Experience
Cebu City, Province of Cebu
Summary
I have experience working in customer service, administration, and hospitality roles across different industries. I’ve worked as a crew member at McDonald’s, where I developed strong teamwork and multitasking skills. I then moved into a call center role with Concentrix, handling customer inquiries and developing sales skills. Most recently, I’ve been supporting tourism and accommodation businesses like Emu Run Experience and Alice Lodge Backpackers, managing bookings, customer service, and administrative tasks. I enjoy working with people and am skilled at balancing multiple responsibilities efficiently.
Overview
6
6
years of professional experience
Work History
Administrative Associate – Emu Run Experience
Smartsourcing
08.2022 - Current
Emu Run Experience
- Provided excellent customer service through phone, email, and in-person inquiries
- Managed tour bookings and handled reservation changes using booking systems
- Upsold tours and experiences by recommending suitable options based on customer needs
- Performed a range of administrative tasks, including data entry, document handling, and coordination with the operations team
- Ensured smooth communication between customers and internal departments to maintain a high level of guest satisfaction
- Maintained organized records and assisted in day-to-day office operations
Call Center Agent
CONCENTRIX CVG PHILIPPINES
01.2021 - 05.2022
Customer Service Representative
Concentrix – SiriusXM Account
- Provided excellent customer service by assisting clients with account inquiries, billing concerns, and technical issues related to SiriusXM services
- Handled both retail support and general customer service, ensuring a smooth and positive experience for each caller
- Developed strong sales and upselling skills by promoting relevant products and subscription upgrades based on customer needs
- Maintained high-quality service by meeting performance targets, including call handling time and customer satisfaction
- Communicated effectively and professionally in a fast-paced, high-volume call center environment
Crew Kitchen Staff Member
McDonald's
01.2019 - 01.2020
- Prepared and cooked food items in the kitchen following safety and quality standards
- Maintained cleanliness and hygiene in the kitchen and lobby areas, including dining spaces and restrooms
- Assisted customers in the lobby by providing a friendly, helpful, and welcoming experience
- Ensured food was served quickly and accurately during high-volume periods
- Worked as part of a fast-paced team to support smooth daily operations
Education
Bachelor of Science - Civil Engineering
University of Cebu
Cebu City, Province Of Cebu, Philippines 04.2001 -
Skills
Customer Service & Communication
Strong verbal and written communication skills
Conflict resolution and complaint handling
Providing friendly and professional support across phone, email, and in person
Active listening and clear explanation of services/products
Administrative & Office Support
Booking and reservation management
Data entry and records organization
Multi-tasking across different departments and business types
Attention to detail in scheduling and documentation
Sales & Upselling
Experience in upselling products and services (tours, subscriptions, etc)
Developing persuasive communication to match customer needs
Achieving sales targets and offering value-added solutions
Tech & Tools
Familiar with CRM and booking systems (eg, Rezdy, Sprout,)
Microsoft Office (Word, Excel, Outlook)
Email management and online communication tools
Work Ethic & Time Management
Able to handle fast-paced, high-pressure environments (eg, kitchen, call center)
Organized and reliable with minimal supervision
Able to balance multiple roles or support two businesses at once
Tourism & Hospitality
Experience in tour coordination and guest check-ins
Knowledge of travel and accommodation services in Central Australia
Friendly and professional guest engagement
Social Media Management
Managed and scheduled posts across platforms (eg, Instagram, Facebook) to promote tour packages and boost engagement
Created engaging content, reels, and captions tailored to the Central Australian tourism audience
Responded to messages and comments to maintain strong online customer service
Collaborated with operations and marketing teams to align content with current campaigns and seasonal offers
Timeline
Administrative Associate – Emu Run Experience
Smartsourcing
08.2022 - Current
Call Center Agent
CONCENTRIX CVG PHILIPPINES
01.2021 - 05.2022
Crew Kitchen Staff Member
McDonald's
01.2019 - 01.2020
Bachelor of Science - Civil Engineering
University of Cebu
04.2001 -