ANA RIVERA
Avon Park,FL
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Giving a customer a good can-do attitude and let them know you can help.
• I’m bilingual Eng/Spa
Overview
36
36
years of professional experience
Work History
Customer Service Representative
Navient
07.2023 - 09.2024
- Provided excellent customer service to resolve customer complaints in a timely manner. Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Handle high outbound and inbound calls daily with the goal of meeting expectations and being able to assist the customer.
- Guiding the customer with the process to apply online.
- Researched on accounts and applications.
- Being able to handle multiple programs/windows simultaneously, to be able to perform the job requirements.
Customer Support Specialist
Spectrum Communications, Bright House Networks
Auburndale, FL
03.2022 - 08.2022
- Assisted customers with product installation, troubleshooting, and usage questions.
- Handle inbound calls related to inquiries, payments, billing issues, research, sales, and taking payments.
- Our main goal is to save the customer using techniques and offering special promotions.
- Handle multiple programs/windows simultaneously to be able to perform the job requirements.
Customer Support Specialist
Synchrony financial, Resolution Services
Altamonte Springs, FL
07.2016 - 12.2020
- Researched customer accounts for any discrepancies or outstanding payments.
- Negotiated payment plans with customers to ensure timely repayment of debt. Handled high outbound and inbound calls daily, with the goal of collecting owed debt.
- Set up drafts and processed immediate payments after conducting thorough research and analysis of the account.
- Researched payments and completed due diligence to resolve collection problems. Used probing techniques to determine debtors' reasons for delinquency.
- Processed payments over the phone.
- Qualified customer for a hardship program and transfer to adequate department.
Customer Service Representative
Cablevision Nyc
Peekskill, NY
02.1989 - 05.2015
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Recommended products and services (TV, internet, phone, or cell service) to customers, thoroughly explaining details, selling, and ensuring customer safety.
- Troubleshoot over the phone to detect and solve issues. Taking payments on a call center and handling issues and research on accounts.
- Knowledge of armored money deposits and pickups.
- Face-to-face interaction at a walk-in payment center.
Education
Associate of Arts - Psychology
Mercy College
Dobbs Ferry, NY05-1980
Skills
- Data Collection
- Complaint resolution
- Collections procedures
- Inbound and Outbound Calling
- Paperwork Processing
- Payment processing
- Research accounts and payments
- 10 years of customer service experience
- Call Management
Timeline
Customer Service Representative
Navient
07.2023 - 09.2024
Customer Support Specialist
Spectrum Communications, Bright House Networks
03.2022 - 08.2022
Customer Support Specialist
Synchrony financial, Resolution Services
07.2016 - 12.2020
Customer Service Representative
Cablevision Nyc
02.1989 - 05.2015
Associate of Arts - Psychology
Mercy College