Summary
Overview
Work History
Education
Skills
Certification
Personal Information
Languages
Timeline
Generic

Rodrigo Fernando Rivera Ruiz

Guatemala City,Guatemala

Summary

Dynamic Operations Supervisor with a proven track record at Everise Guatemala Limitada, excelling in complaint resolution and data analysis. Spearheaded quality assurance initiatives, achieving significant process enhancements. Skilled in fostering team performance and optimizing customer service processes, demonstrating exceptional problem-solving and management abilities.

Overview

16
16
years of professional experience
1
1
Certification

Work History

Operations Supervisor

Everise Guatemala Limitada
Guatemala City, Guatemala
09.2020 - Current
  • Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements
  • Investigated insurance claims denials and appeals
  • Collaborated with managers and team members to develop and implement quality improvement initiatives
  • Created reports and presented findings to management for continuous process enhancement
  • Collaborate with colleagues and supervisors to optimize team performance and achieve targets
  • Identified areas of improvement in customer service processes and trained agents accordingly
  • Maintained detailed database of compliance data, activities and actions taken.
  • Identified potential conflicts between current procedures and practices and regulatory requirements; advised management accordingly.
  • Assisted with internal audits to identify any non-compliance issues or risks.

Account Supervisor

Telus International
07.2009 - 09.2020
  • Handling Claim inquiries and disputes striving to get a resolution
  • Customer Service advocate providing excellent service to Priority 1 Customers
  • Trainer for upcoming advocates entering new programs
  • Retention and Acquisition Specialist always meeting Client targets by providing the best service and solutions for the customers
  • Quality Assurance Representative ensuring all solutions where in compliance with business rules and procedures
  • Escalations Specialist handling complex inquiries needed to be resolved to customer & Clients Satisfaction
  • Account Supervisor overseeing groups of advocates to ensure best customer service were provided, developing them in the process

Retail Salesman

Nexcel S.A
Quetzaltenango, Guatemala
01.2009 - 09.2009
  • Organized merchandise according to size, color, style and other factors as directed by management team.
  • Demonstrated product features and explained benefits to customers.
  • Provided advice on products, services, and how to use them properly.
  • Attended regular staff meetings regarding new product lines, promotional activities.
  • Responded promptly to customer inquiries and complaints via phone, email, or in-person visits.

Education

High School - Completed

Instituto Tecnologico Alfaro Miijangos
Quetzaltenango
11.2003

Industrial Engineering - Intermediate

USAC-CUNOC
Guatemala

BBA - Business Administration And Management

GAIA Business School
Guatemala

Skills

  • Technical Support
  • Professional Telephone Demeanor
  • Complaint Resolution
  • Remote teamwork
  • Skill Developer
  • Problem-solving
  • Multi-tasking
  • Management
  • Data analysis
  • Quality assurance

Certification

  • Lean Six Sigma Yellow Belt, 6sigmaStudy, 01/01/23
  • SCRUM Essentials, 6sigmaStudy, 01/01/23

Personal Information

  • Date of Birth: 08/09/86
  • Gender: Male
  • Nationality: Guatemala
  • Marital Status: Single

Languages

Spanish
First Language
English
Proficient (C2)
C2

Timeline

Operations Supervisor

Everise Guatemala Limitada
09.2020 - Current

Account Supervisor

Telus International
07.2009 - 09.2020

Retail Salesman

Nexcel S.A
01.2009 - 09.2009

High School - Completed

Instituto Tecnologico Alfaro Miijangos

Industrial Engineering - Intermediate

USAC-CUNOC

BBA - Business Administration And Management

GAIA Business School

Similar Profiles

CREATE PROFILE
Rodrigo Fernando Rivera Ruiz