Juan Esteban Rivera

Operations Associate

Bogotá, Capital District, Colombia2 yrs 8 mos experience

Key Highlights

Expert in manual and automated testing.
Strong analytical and communication skills.
Experience in Agile teams and methodologies.

Stackforce AI infers this person is a Quality Assurance Engineer with expertise in digital product testing.

Contact

Skills

Core Skills

Customer SupportCustomer Service

Other Skills

SalesCross-Cultural Communication SkillsAttention to DetailActive Listeningemailchat customer supportQuality AssuranceSQLSelenium WebDriverPython (Programming Language)pytestAgile MethodologiesAPI TestingBug TrackingMobile Testing

About

QA Engineer focused on ensuring high-quality digital products by combining manual and automated testing with a user- and business-centric approach. I hold a degree in Modern Languages, with strengths in technical communication and meticulous documentation. I cover the entire testing lifecycle: I analyze functional and technical requirements, design quality strategies, and develop effective test cases (both manual and automated). I perform functional, regression, integration, and end-to-end testing, ensuring product stability in web and mobile environments. I have experience in testing REST APIs, cross-browser validation, UI/UX testing, and detecting critical defects using techniques such as equivalence partitioning and boundary value analysis. I bring a unique perspective: I understand end-user behavior and translate it into high-impact test scenarios, anticipating risks and optimizing the digital experience. I am known for my analytical thinking, effective communication, attention to detail, and collaborative work in Agile teams. I work with tools such as Selenium WebDriver, Appium, Postman, JIRA, and Chrome DevTools, applying Agile/Scrum methodologies to drive quality as a key factor in software development. 📩 Contact: jestebanrive@gmail.com 💻 GitHub: github.com/jesteban-rive

Experience

2 yrs 8 mos

Total Experience

1 yr 4 mos

Average Tenure

Current Experience

Contactpoint 360

Customer Service Agent

Jun 2025 – Aug 2025 · 2 mos · Bogotá · On-site

Responsibilities:
Manage billing inquiries and payments through structured phone support, ensuring clarity and accurate resolution of customer requests.
Resolve disputes and complex cases by coordinating with internal teams, applying problem-solving and analytical skills.
Meet performance targets by delivering proactive support and clear communication to enhance customer experience.
Achievements:
Improved customer satisfaction by providing clear, timely solutions while maintaining high service quality standards.
Reduced resolution times by efficiently managing billing cases and collaborating with internal teams.

Customer SupportSales

Park hyatt abu dhabi hotel & villas

Waiter

Sep 2022 – Sep 2024 · 2 yrs · Abu Dhabi Emirate, United Arab Emirates · On-site

Responsibilities:
Deliver high-end customer service in a luxury environment, ensuring precision, attention to detail, and premium standards.
Execute operational processes during restaurant pre-opening by following established procedures and protocols.
Manage orders and coordinate service flow using the MICROS system, optimizing service efficiency.
Adapt service based on customer preferences through active listening and effective decision-making.
Achievements:
Achieved high customer satisfaction by delivering personalized service to VIP clients.
Contributed to efficient operations during pre-opening by following structured processes and supporting service coordination.

Cross-Cultural Communication SkillsAttention to DetailCustomer Service

Amazon

Customer Service Agent

May 2019 – Jan 2020 · 8 mos · Colombia · On-site

Responsibilities:
Handle customer requests through clear and structured phone communication, ensuring effective issue resolution.
Apply service protocols and administrative procedures in delivery and return processes.
Identify recurring issues by analyzing customer interactions to suggest process improvements.
Achievements:
Identified process improvement opportunities by analyzing recurring customer issues and feedback.
Enhanced operational efficiency by sharing actionable insights to optimize request handling.

Active Listeningemailchat customer supportCustomer Support