Lizzy Carolina Avilez Rivera

• During my tenure at Startek HN, I had the opportunity to work with several high-profile clients, including Grubhub, one of the largest delivery services in the U.S., and major mobile service providers such as T-Mobile and Comcast Xfinity Mobile. In these roles, I provided a diverse range of services, including customer service, technical support, and sales, which involved handling incoming calls from customers across various channels.
• Managed inbound customer inquiries and provided technical support for both mobile services (T-Mobile, Comcast Xfinity Mobile) and food delivery services (Grubhub), ensuring customer satisfaction through prompt, effective issue resolution.
• Supported sales efforts by promoting and explaining product offerings, policies, and promotional campaigns to customers, driving successful sales conversions and customer retention.
• Managed several systems at the same time, making sure customer questions were answered quickly across different products and services, even when dealing with complex policies and technical issues.
• Collaborated with internal teams to maintain knowledge of evolving products, services, and promotional offers, ensuring up-to-date information was provided to customers.
• Provided production support for new hires and ongoing training for team members, conducting meetings to ensure alignment on campaign policies, objectives, and performance standards.
• Developed strong interpersonal skills and problem-solving abilities, maintaining high levels of customer satisfaction while meeting or exceeding key performance indicators (KPIs) for service quality, sales, and technical support.

• With over three years of experience in sales and client relationship management, I have developed strong expertise in prospecting, managing accounts, and driving sales growth for diverse clients. At Remote Reps, I worked with clients in various industries, including logistics and corrections, where I was responsible for generating leads, building relationships, and closing deals.
• Managed client accounts and built strong relationships to drive sales and repeat business, specifically in the logistics and corrections industries.
• Conducted prospecting calls, generating and qualifying leads, and setting up appointments with key decision-makers.
• Made 100–120 calls per day, effectively managing high call volumes while maintaining a focus on customer engagement and relationship-building.
• For Anchortex Corporation, served as the account manager, handling inquiries, providing quotes, and following up with clients to ensure orders were completed accurately and on time.
• Utilized CRM systems and Excel tools to track leads, manage sales pipelines, and streamline follow-up processes, ensuring efficient and effective communication with clients.
• Ensured client satisfaction through regular follow-ups via phone and email, supporting the sales process and ensuring timely order completion.
• Oversaw the data entry of quotes and account information, ensuring all client details were accurately updated and maintained for seamless transactions and follow-ups.

As a Customer Support Specialist at Muck Rack, a leading SaaS platform for public relations and communications professionals, I helped customers get the support they needed to use our PR Management platform successfully. My role involved collaborating with editorial, customer success, and product teams to deliver seamless, high-quality service.

• Served as the primary point of contact for inbound customer inquiries, providing expert guidance on Muck Rack’s platform capabilities and helping customers troubleshoot and resolve issues.
• Managed and followed up on site issues to ensure timely resolution and customer satisfaction.
• Maintained expert-level knowledge of Muck Rack’s features and continuously stayed informed on new product updates and functionalities.
• Utilized tools such as Salesforce, Slack, Intercom, and GitHub to communicate with customers and manage issue resolution effectively.
• Wrote troubleshooting guides and user documentation to assist customers in navigating the platform and resolving common issues.
• Consistently met performance metrics such as response time, number of conversations handled, and customer satisfaction (CSAT) scores.