Francis Rivero
Abu Dhabi City,United Arab Emirates
Summary
Experienced, resourceful and result-driven administrative/customer service professional with keen eye for accuracy and passion for data analysis, strong experience in office management, expertise in CRM software systems, SAP software, Microsoft suits, customer experience database management and UAE government online portals. Adept at managing multiple tasks in fast-paced environments in real estates, property management, billing & collections and community management. Committed to leveraging skills for continuous improvement and excellence in professional environments.
Overview
14
14
years of professional experience
Work History
Call Center Representative/SME/Administrator
WFC Holding/Eltizam Asset Mgmt/Al Dar Estate
Abu Dhabi City, Abu Dhabi
02.2021 - 02.2025
- Managed high volume of inbound calls, emails, social media for Chilled-Water Service Provider, Community Management (Owners Association), Property Management (Sales and Leasing), Several Facility Management
- Trained new hires for improved productivity and efficiency on job floor.
- Ensured smooth running of operations with timely preparation of reports.
- Carried out day-to-day outbound survey call duties accurately and efficiently to improve customer satisfaction
- Prepared comprehensive reports daily/weekly/monthly to facility management clients.
Subject matter expert (Contact Center)
DAS Holding
Abu Dhabi
02.2020 - 01.2021
- Managed high volume of inbound calls, emails, live chats, social media for all subsidiaries- Real Estate Company, Property Management, Facility Management, Interior Design, Garage & Flower Shop.
- Assigned training exercises and skill assessments to newly hired employees.
- Held refresher courses and workshops to reinforce key concepts and skills.
- Conducted thorough audits of calls, emails, live chats, social media responses of the contact center
- Prepared detailed weekly and monthly reports for Subsidiaries.
Call Center Representative (RTA Dubai)
Tanfeeth/Cupola Teleservices
Dubai
03.2014 - 12.2019
- Managed high volume of inbound calls, emails, chat for Metro/Bus customers, Vehicle Registration, Driving License, Parking Related & No Objection Certificate
- Participated actively in training sessions to improve call handling, email handling & chat handling skills.
- Participated in cross-functional teams (Quality Assurance, Work Force Management) to serve as back-up team member.
ARAMCO Commissary Customer Service Specialist
Arabian Food Supplies
Dhahran, Saudi Arabia
10.2012 - 11.2013
- Liaised between customers and internal teams to streamline processes.
- Provided excellent customer service whilst conducting site surveys to obtain accurate and useful data for client satisfaction.
- Fulfilled administrative duties including report writing, guaranteeing smooth operations.
- Prepared detailed report summaries for internal purposes and client (ARAMCO) to enhance understanding of collected data.
Product Trainer Specialist
EXL Service Philippines
Manila
06.2011 - 10.2012
- Streamlined onboarding process for new hires by designing a robust orientation programme.
- Facilitated pre-shift and post-shift open discussions, encouraged active participation from attendees.
- Prepared detailed training materials, ensured ease of understanding for all participants.
- Fostered an environment conducive to learning through engaging and supportive coaching methods.
- Collaborated with management to create personalized development plans for employees.
Education
Bachelor of Arts - Economics
Xavier University Ateneo De Cagayan
PhilippinesSkills
- CRM software/System
- SAP Systems
- Excel Formulas, Pivot tables, Macros, Charts, Power Query, Power BI
- Data Analysis and Reporting
- Skilled Trainer
- Customer Service Management
- Quality Auditing
- Intellectual in Property Management, Facility Management, Real Estate administration, Community Management
- UAE Online Government Portals
Personal Information
Nationality: Filipino
Custom
References available upon request
Languages
English
Fluent
Timeline
Call Center Representative/SME/Administrator
WFC Holding/Eltizam Asset Mgmt/Al Dar Estate
02.2021 - 02.2025
Subject matter expert (Contact Center)
DAS Holding
02.2020 - 01.2021
Call Center Representative (RTA Dubai)
Tanfeeth/Cupola Teleservices
03.2014 - 12.2019
ARAMCO Commissary Customer Service Specialist
Arabian Food Supplies
10.2012 - 11.2013
Product Trainer Specialist
EXL Service Philippines
06.2011 - 10.2012
Bachelor of Arts - Economics
Xavier University Ateneo De Cagayan
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