Karl Anthony Rivera

• Process daily client requests received via email which involves verification of required services, logging of requests in the system, scheduling with Logistics team and communication with client.
• Main contact point of Logistics team for customer service department and clients per se with all schedule-related concerns: re-scheduling, cancellation, and passing on of specific client instructions.
• Primary contact person for Processing team in terms of request clarifications and other details required.
• Attend to client issues and follow ups including investigation, handling complaints and finding solutions.
• Receive calls for Front Office/Contact center team to attend to client’s follow ups and concerns.

➢ IBM Global Service Processes
Telesales Representative
4th Floor Building F Techno Hub UP-Ayala Land Commonwealth, Quezon City Philippines
November2010-April2013
Company Profile: IBM Global Process Services offers a range of solutions for industry-specific processes in the Business Process Outsource (BPO) industry such as banking, telecommunications, and customer service. IBM has evolved to become the leader in information technology, providing hardware, software and IT-enabled services to domestic and global clients. It is known for the quality of its products and services in a long-standing tradition of excellence, customer satisfaction, and commitment to business ethics and integrity.
Duties and responsibilities: • Activate credit cards from customers incoming calls then offer credit card insurance and other services
• Meet and exceed sales target and goals set by the clients in terms of selling credit card insurance and other services
• Maintain good scores for quality sales
• Assist the team leader and the entire team to maintain good working environment

➢ Sykes (former ICT Marketing Services, Inc.)
Telesales Representative
Riverbanks Mall Extension Marikina City Philippines
February2006-August2007
Company profile: SYKES is a global leader in providing customer contact management solutions and services in the business process outsourcing (BPO) arena. SYKES provides an array of sophisticated customer contact management solutions to Fortune 1000 companies around the world, primarily in the communications, financial services, healthcare, technology and transportation and leisure industries.
Duties and responsibilities: • Offer credit card insurance and credit monitoring services by making outbound calls to existing cardholders
• Convince the customers in buying the service or the product by highlighting its features and benefits
• Meet sales quota set by the client while maintaining quality and good scores