Lourdes Enid Rivera Pérez
Bayamón
Summary
Achieved exceptional customer service outcomes by collaborating with teams to implement strategic initiatives. Drove cultural development among partners, leading to increased efficiencies and business growth. Contributed to Toyota's mobility future through focused teamwork and skill enhancement.
Overview
28
28
years of professional experience
Work History
Analyst, Collections Compliance Analyst
Toyota Credit De Puerto Rico
07.2025 - Current
- Oversees and monitors Collections vendors (6),
- Perform monthly audits, reviews and maintain active communication with vendors for coaching and guidance to ensure compliance, and operational efficiency.
- Assist to identify trends and participate in collaborative efforts with other business units to support best practices and strategic decision-making.
- Assist team’s members of all business groups, my with operational questions or root cause reviews.
- Collaborated with cross-functional teams to enhance operational efficiency and customer satisfaction.
Compliance Analyst
TCPR
05.2017 - 2025
- Conducted comprehensive reviews of business operations and updated TCPR policies, procedures, and SOPs.
- Collaborated with IT team to design and implement and supported development of customer forms and automation.
- Facilitated root cause analysis of customer complaints by leveraging subject matter expertise and operational experience.
- Spearheaded development of quarterly compliance newsletters to ensure regulatory adherence.
- Led revision and update of TMCC announcements.
- Assisted in departmental projects, including coupon book, lobby renovation, letter automation (LAS).
Funding Contract Specialist
Toyota Credit De Puerto Rico, Inc.
01.1998 - 01.2021
- Facilitated contact purchase processing and operational collaboration, leveraging over 10 years of experience to enhance quality assurance and best practices.
Customer Service Team Leader & Repo Clerk
Toyota Credit De PR
01.2010 - 01.2017
- Facilitated quality assurance processes as team leader assistant supervisor, delivering operational support and guidance.
- Assisted with daily departmental tasks including balancing customer payments and reviewing hourly batch payoffs for property title releases. Supported resolution of customer complaints and facilitated rescheduling as needed.
- Assisted in evaluating customer satisfaction surveys collected at the lobby. Helped develop best practices based on survey feedback. Supported the establishment of the first customer forum at TCPR.
Education
BA - Journalism
Universidad del Sagrado Corazón
Santurce, PR01.1999
Skills
- Extensive training experience
- Exceptional Customer Service
- Problem solving
- Bilingual verbal and written
- Customer Oriented
- Critical thinking
ACTIVITIES
As an avid team member and customer first mindset and people-person, I am passionate about extending the value of chain to our dealers, building relationships, and helping to identify best practices and solutions to gain efficiencies, development, and growth to our TCPR dealers with new businesses resulting in marketing, sales and profits to our organization and for the dealers’ development by extending the Toyota Way Values.
Timeline
Analyst, Collections Compliance Analyst
Toyota Credit De Puerto Rico
07.2025 - Current
Compliance Analyst
TCPR
05.2017 - 2025
Customer Service Team Leader & Repo Clerk
Toyota Credit De PR
01.2010 - 01.2017
Funding Contract Specialist
Toyota Credit De Puerto Rico, Inc.
01.1998 - 01.2021
BA - Journalism
Universidad del Sagrado Corazón