Amy Rivera
Apopka,FL
Summary
Dedicated Team Leader with expertise in quality assurance initiatives, issue resolution and interpersonal communication. Proficient with project management, and personnel training. Sets example for work ethic, punctuality and quality.
Overview
5
5
years of professional experience
Work History
Agent Services Representative
Concentrix
Lake Mary, FL
09.2019 - 02.2020
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Answered inbound calls and chats to facilitate customer service.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Developed strong customer relationships to encourage repeat business.
Team Leader
Concentrix
Lake Mary, FL
02.2020 - 08.2023
- Offered training and support to keep team members motivated and working toward objectives.
- Kept work areas clean, neat and free of safety hazards to maximize efficiency.
- Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
- Promoted to leadership position in recognition of strong work ethic and provided exceptional customer service.
- Fostered positive employee relationships through communication, training and development coaching.
- Completed daily quality assurance duties to provide feedback for improvements.
- Maintained positive working relationship with fellow staff and management.
- Identified needs of customers promptly and efficiently.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Audited company's legal documents to verify compliant policies and procedures.
Account Manager 1
Paylocity
Lake Mary, FL
09.2023 - Current
- Prepared quarterly reports for government agencies such as 941s, W-2s, 1099s.
- Maintained up-to-date knowledge of relevant laws and regulations regarding wage and hour compliance.
- Provided timely customer service support to employees regarding questions about their paychecks or other payroll issues.
- Generated reports detailing hours worked by department, location, employee type as requested by management.
- Prepared detailed written reports summarizing the findings of each investigation conducted via profiling methods.
- Researched past case studies involving similar individuals or scenarios in order to gain insight into possible outcomes or solutions.
- Created detailed reports outlining the results of profiling efforts and provided recommendations for further investigation.
- Developed procedures for monitoring compliance with applicable laws and regulations.
- Assisted in the preparation of annual tax forms.
- Provided technical support to staff regarding payroll issues.
Education
High School Diploma -
Apopka High School
Apopka, FL05.2019
Skills
- Teamwork and Collaboration
- Service Level Agreements
- Attention to Detail
- Giving Constructive Feedback
- Staff Training
- Issue Resolution
- Verbal and Written Communication
- Shift Scheduling
- Goal Setting
- Leading Team Meetings
- Performance Evaluations
- Quality Improvement
- Good Work Ethic
- People Skills
- Problem Resolution
- Team Building
- Microsoft Office
- Building Customer Trust and Loyalty
- Calm and Professional Under Pressure
- Multitasking and Prioritization
- High-Energy Attitude
Accomplishments
- Promoted from Agent to Team Leader within a one year span of working within the company.
- Recognized for outstanding performance and team contributions on multiple occasions.
- Assisted with training of multiple new line of businesses.
Timeline
Account Manager 1
Paylocity
09.2023 - Current
Team Leader
Concentrix
02.2020 - 08.2023
Agent Services Representative
Concentrix
09.2019 - 02.2020
High School Diploma -
Apopka High School