JUAN A. RIVERA
Burlington
Overview
18
18
years of professional experience
Work History
Customer Service Representative
Horizon BCBSNJ
06.2024 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Participated in training programs to enhance product knowledge and customer service skills.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Met customer call guidelines for service levels, handle time and productivity.
Family Worker
Kids R First Preschool
01.2016 - Current
- Actively work to build positive and beneficial relationships with families, administration and community members
- Assist families with completing NJFamily Care application
- Develop and maintain working relationships with several social service agencies and volunteers
- Conduct in-house case reviews of students and family case management meetings
- Assist families who have been displaced from housing
Teacher Assistant
Lakeview Child Center
01.2014 - 01.2016
- Worked with small groups of students to reinforce learning of materials
- Maintained relationships with parent and families about their child's development and learning
Bus Aide
Rick Bus Company
01.2013 - 01.2014
- Performed inspections of the bus before and after each route
- Ensured the safety of all students while assisting student transit to and from school
Food Service/Teacher Assistant
Lakeview Child Center
01.2011 - 01.2013
- Kept a database of records required by government agencies regarding sanitation of food products
- Collaborated with other staff members to ensure that all students receive outstanding support and services
Bus Aide
Rick Bus Company
01.2009 - 01.2011
- Demonstrated excellent integrity and confidentiality while working with students with special needs
- Exhibited a personality that demonstrated interpersonal skills to relate well with students, staff, administration, parents and the community
Sales/Denim Specialist
Lord and Taylor Department Store
01.2008 - 01.2009
- Maintained and exceeded sales quotas by generating profits through consistent salesmanship
- Actively engaged customers through excellent interpersonal skills, while ensuring customer shopping experience remained positive
Customer Service/Catering Manager
Chick-Fil-A
01.2007 - 01.2008
- Developed marketing strategies to increase catering business
- Built a new customer base though cold calling and relationship development
Education
High School Diploma -
EMILY FISHER CHARTER SCHOOL
Trenton, NJ06.2007
Skills
- Fluent in English and Spanish
- Proficient in MS Office
- Excellent crisis management
- Problem-solving skills
- Strong customer service skills
- Multitasking abilities
- Efficient and detail oriented
- Excellent written and verbal communication
Community Service
PENTECOSTAL A/G CHURCH, Youth Mentor, Trenton, NJ, 01/01/10, present, Actively involved as a Sunday school teacher and youth mentor while completing missions in Trenton, NJ, Attended a mission trip to Belize (2014) and Columbia (2015) supporting children and families in need
Timeline
Customer Service Representative
Horizon BCBSNJ
06.2024 - Current
Family Worker
Kids R First Preschool
01.2016 - Current
Teacher Assistant
Lakeview Child Center
01.2014 - 01.2016
Bus Aide
Rick Bus Company
01.2013 - 01.2014
Food Service/Teacher Assistant
Lakeview Child Center
01.2011 - 01.2013
Bus Aide
Rick Bus Company
01.2009 - 01.2011
Sales/Denim Specialist
Lord and Taylor Department Store
01.2008 - 01.2009
Customer Service/Catering Manager
Chick-Fil-A
01.2007 - 01.2008
High School Diploma -
EMILY FISHER CHARTER SCHOOL
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