Summary
Overview
Work History
Education
Skills
Timeline
Generic

BeaTrice Rivera

Tampa,FL

Summary

Attentive and enthusiastic personal assistant offers background in problem-solving while serving in multiple roles. Assists organizational efforts with attention to detail and courtesy. Brings highly organized, efficiency-driven and proactive in handling simultaneous tasks with little oversight. Optimistic attitude when completing tasks, entering data and answering written communication. Provides skilled support to facilitate operational efficiency and meet challenging requirements. Excellent planning, problem-solving and decision-making abilities.

Overview

15
15
years of professional experience

Work History

Customer Service Lead

TECO Energy
Tampa, FL
11.2019 - Current
  • Maintained knowledge of company products and services to promptly resolve complaints and concerns.
  • Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
  • Trained staff on new systems to maximize benefits of technology and achieve excellent customer satisfaction levels.
  • Evaluated employee job performance and motivated staff to improve productivity by 20% in the 1st and 2nd quarters.
  • Oversaw and assessed customer service employees to provide personnel with regular performance-related feedback resulting in improved quality scores with 85% of the team.
  • Assessed team member performances by delivering one-on-one coaching to promote better service.
  • Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
  • Monitored phone calls to provide feedback and coaching.
  • Processed refunds on credit balances to maintain positive account relationships.

Customer Service Professional

TECO Energy
Tampa, FL
05.2018 - 11.2019
  • Maximized customer satisfaction by handling customer email and telephone interactions.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Documented customer correspondence in CRM to track requests, problems and solutions.
  • Performed needs analysis and presented options based on findings to help customers make decisions.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Handled emergency phone calls calmly and obtained pertinent information with composed approach.

Licensed Health Insurance Agent

US Health Advisors
Tampa, FL
01.2017 - 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
03.2013 - 01.2017
  • Increased customer satisfaction ratings 65% by effectively answering questions, suggesting effective solutions and resolving issues quickly
  • Act as an expert to balance the customer’s needs with T-Mobile’s policies, use strategic thinking to successfully collect payments on past due accounts and make account credits as needed
  • Provide customer service and assurance for resolving customer concerns
  • Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
  • Updated databases with new and modified customer data.
  • Collected deposits or payments and arranged for billing.
  • Adjusted bills and refunded money to resolve customers' service or billing complaints.
  • Referred unresolved customer grievances to designated departments for further investigation.

I.T. Specialist

Verizon Data Services, Siwel Consulting Inc
Tampa, FL
06.2009 - 11.2012
  • 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 (remote work experienced)

Education

High School Diploma -

WHARTON HIGH SCHOOL

Some College (No Degree) - Business Management

WESTERN GOVERNORS UNIVERSITY

Skills

  • Call Documentation
  • Database Management
  • Maintaining Client Records
  • Case Management
  • Self Motivation
  • Excellent Verbal and Written Communication
  • Appointment Scheduling
  • Microsoft Office Suite
  • Efficient and Detail-Oriented
  • Account Authorizations
  • Handling Escalations & Complaints
  • Continuous Improvement
  • Positive and Constructive Feedback
  • Team Building and Leadership/Coaching and Mentoring
  • Complex Problem Solving
  • Performance Evaluations
  • One Call Resolution
  • Relationship Building
  • Team Management and Supervision
  • Multitasking and Organization
  • Document Management

Timeline

Customer Service Lead

TECO Energy
11.2019 - Current

Customer Service Professional

TECO Energy
05.2018 - 11.2019

Licensed Health Insurance Agent

US Health Advisors
01.2017 - 03.2018

Financial Care Specialist

T-Mobile
03.2013 - 01.2017

I.T. Specialist

Verizon Data Services, Siwel Consulting Inc
06.2009 - 11.2012

High School Diploma -

WHARTON HIGH SCHOOL

Some College (No Degree) - Business Management

WESTERN GOVERNORS UNIVERSITY

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BeaTrice Rivera