Pablo Andres Rivera Giron
Verified Expert in Support and Operations
Support & Operations Expert
Guatemala City, Guatemala Department, Guatemala
Toptal member since March 2, 2026
Pablo is a clinical psychologist with over 5 years of professional experience working in customer support, client retention, and operationally structured environments. He has more than 2 years of experience in client management. Pablo is an expert in communication skills, emotional intelligence, and working within structured systems.
Expertise
- Active Listening
- Communication
- Confidentiality
- Customer Retention
- Employee Relations
- Google Workspace
- Psychology & Mental Health
- Psychometrics
Work Experience
Loyalty & Retention Specialist
TELUS
- Reduced churn by proactively identifying at-risk clients and implementing early intervention strategies.
- Improved customer lifetime value by strengthening relationship-based communication.
- Identified communication gaps that were affecting conversions and recommended process optimizations.
- Increased upsell success by understanding client needs and presenting tailored solutions.
- Increased client satisfaction through active listening and needs-based solutions.
- Collaborated with cross-functional teams to improve customer retention strategies.
Customer Service Representative
Conduent
- Converted hesitation into commitment through structured communication.
- Balanced high call volumes while maintaining quality standards.
- Maintained organized tracking of performance metrics and retention KPIs.
Human Resources Analyst
Corte de Constitucionalidad
- Coordinated and facilitated internal training programs to strengthen professional competencies across departments.
- Administered and interpreted psychometric assessments to support recruitment and internal evaluation processes.
- Assisted HR in recruitment and selection processes by providing behavioral and competency-based insights.
- Supported onboarding processes by contributing structured evaluation feedback.
- Standardized psychometric evaluation workflows to increase efficiency and reduce administrative errors.
- Maintained strict confidentiality and ethical standards in handling sensitive employee data.
Education
Bachelor's Degree in Clinical Psychology
Panamerican University - Guatemala City, Guatemala
Skills
Tools
WordPress, Slack, Trello
Project Management Tools
Notion
Marketing Tools
Canva
Issue Handling
Refund Requests
CRM & Sales Tools
Salesforce
Travel & Events
Loyalty Programs
Sales Operations
CRM
Research
Source Vetting
Productivity Suites
Google Sheets
Customer Support
Communication, CSAT
Automation & No-code
Zapier, n8n
Scheduling & Meetings
Scheduling
Professional Skills
Data Annotation
Documentation
Call Notes
Communication
Active Listening, Follow-ups
Administrative Operations
Confidentiality, Customer Service, Transcription, Calendar Management, Tracking
Other
Psychology & Mental Health, Customer Retention, Employee Relations, iOS, Administration, Administrative Assistance, Call Agent, Cold Calling, B2B, Outbound Prospecting, Client Retention, Process Design, Outbound Sales Strategy, Sales, Google Workspace, Psychometrics, Payroll & Benefits, Data Processing, Subtitling, Domain Adaptation, IT Consulting, Squarespace, Research, Mobile eCommerce, ShipStation, eCommerce Development, Automation, Business Strategy, Operations, Lead Generation, English, Recording, Narration, Adobe, Microsoft 365, Interpersonal Skills, Email Support, Data Governance, Architecture, Data Migration, Data Loss Prevention (DLP)
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