BeaTrice Rivera
Tampa,FL
Summary
Operations & Support Lead with 8+ years of experience supporting customers and internal teams in regulated, high-volume environments. Proven ability to work independently during overnight and remote shifts, triage complex issues, document operational trends, and ensure seamless handoffs across teams. Strong written communicator with experience in escalation management, process improvement, cross-functional coordination, and performance leadership. Highly organized, detail-driven, and effective in low-supervision settings.
Overview
17
17
years of professional experience
Work History
Customer Service Operations Lead
TECO Energy
Tampa, FL
11.2019 - Current
- Served as primary escalation point for customer and operational issues, ensuring service continuity during peak periods.
- Responded to customer inquiries via email, phone, and digital systems, providing accurate communication within defined SLAs.
- Conducted root-cause analysis using CRM to resolve billing and service-related issues efficiently.
- Escalated outages and high-risk cases to appropriate teams following established protocols.
- Maintained comprehensive documentation and case notes to support auditability between shifts.
- Monitored service metrics to prioritize urgent issues and uphold operational standards.
- Led onboarding initiatives for new workflows, enhancing team efficiency and adoption rates.
- Evaluated employee performance, providing coaching that boosted productivity by 20% over two quarters.
Customer Service Professional
TECO Energy
Tampa, FL
05.2018 - 11.2019
- Handled customer email and telephone interactions to maximize satisfaction.
- Provided prompt, knowledgeable service for routine inquiries and complaints.
- Documented customer correspondence in CRM to track requests and solutions.
- Conducted needs analysis and presented tailored options to assist decision-making.
- De-escalated challenging customer issues while maintaining a calm demeanor.
- Managed emergency calls effectively, gathering essential information efficiently.
Licensed Health Insurance Agent
US Health Advisors
Tampa, FL
12.2016 - 03.2018
- Determined clients' particular needs and financial situations by scheduling fact-finding appointments; determining extent of present coverage and investments; ascertaining long-term goals
- Researched and corrected customer issues in areas such as plan benefits, coverage eligibility and claims processes.
- Answered questions on diverse topics, including authorization procedures, copay requirements and premiums.
Financial Care Specialist
T-Mobile
Tampa, FL
02.2013 - 12.2016
- Increased customer satisfaction ratings 65% by resolving issues rapidly and suggesting effective solutions.
- Balanced customer needs with T-Mobile policies to collect payments on overdue accounts.
- Provided exceptional customer service by addressing concerns and ensuring resolution.
- Maintained detailed records of customer interactions and inquiries for future reference.
- Updated databases with new and modified customer information to ensure accuracy.
- Collected deposits and payments, facilitating timely billing processes.
- Adjusted bills and processed refunds to address service or billing complaints effectively.
- Referred unresolved grievances to appropriate departments for further investigation.
I.T. Specialist
Verizon Data Services, Siwel Consulting Inc
Tampa, FL
05.2009 - 10.2012
- Documented repair processes and helped streamline procedures for future technical support actions.
- Explained technology-related details in easy-to-understand terms to individuals from different backgrounds and in various job positions.
- Conducted routine maintenance on servers and systems, keeping networks fully operational during peak periods.
- Assisted customers in troubleshooting common windows errors/issues & company specific software
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Created and implemented new troubleshooting processes, improving efficiency and customer satisfaction while reducing costs.
- Remote commercial team admin, handling payroll and managing reporting
Education
High School Diploma -
WHARTON HIGH SCHOOL
Some College (No Degree) - Business Management
WESTERN GOVERNORS UNIVERSITY
Tampa, FLSkills
- Customer relationship management (CRM)
- Technical troubleshooting
- Performance evaluation
- Incident management
- Team collaboration
- Quality assurance
- Queue management
- Team oversight
- Self motivation
- Coaching and mentoring
- Data documentation
- Conflict resolution
- Strategic thinking
- De-escalation
Timeline
Customer Service Operations Lead
TECO Energy
11.2019 - Current
Customer Service Professional
TECO Energy
05.2018 - 11.2019
Licensed Health Insurance Agent
US Health Advisors
12.2016 - 03.2018
Financial Care Specialist
T-Mobile
02.2013 - 12.2016
I.T. Specialist
Verizon Data Services, Siwel Consulting Inc
05.2009 - 10.2012
High School Diploma -
WHARTON HIGH SCHOOL
Some College (No Degree) - Business Management
WESTERN GOVERNORS UNIVERSITY