BRIDGETT RIVERA
San Antonio,TX
Summary
Achieved high customer satisfaction by resolving issues promptly and effectively. Enhanced team performance through strategic problem-solving and time management. Built strong customer relationships by employing active listening and empathetic communication.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Kohl's
San Antonio, TX
10.2023 - Current
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Oversaw warranty counseling process to manage expense controls.
- Promoted available products and services to customers during service, account management and order calls.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- Answered customer inquiries and provided accurate information regarding products and services.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
Fraud Prevention Representative
USAA Federal Savings Bank
San Antonio, TX
06.2021 - 10.2023
- Reviewed customer accounts for suspicious activity and identified fraudulent transactions.
- Verified customer information against existing records to detect discrepancies or inconsistencies.
- Monitored account activities for irregularities and unauthorized access.
- Developed strategies to reduce the risk of fraud losses by identifying new methods of detecting fraudulent activity.
- Identified areas where additional controls could be implemented in order to strengthen existing fraud prevention systems.
- Implemented processes and procedures designed to enhance the organization's ability to detect and prevent fraud.
- Provided guidance on how best to protect customers from becoming victims of fraud or identity theft.
- Documented any changes made within the system that are intended to help reduce the incidence of fraud.
- Conducted reviews of flagged transactions and reports that showed potential suspicious activity.
- Collaborated with external partners such as law enforcement agencies when necessary in order to investigate suspicious activity.
- Worked closely with internal teams such as legal, compliance, security, and audit personnel in order to ensure compliance with applicable laws and regulations.
Community Manager
Community Pool Management
San Antonio, TX
06.2015 - 08.2022
- Developed and implemented strategies to increase community engagement.
- Responded to customer inquiries in a timely manner.
- Analyzed user feedback and identified areas of improvement.
- Created content for social media platforms to engage the community.
- Organized online events and webinars to promote products and services.
- Monitored online conversations and provided constructive feedback.
- Conducted surveys to gain insights into customer needs and preferences.
- Managed day-to-day activities involving tenants, subcontractors and property management.
- Answered calls and responded to inquiries from various parties using strong active listening and open-ended questioning skills to resolve problems.
- Managed and oversaw operations, maintenance and administration of properties.
Benefits Specialist
United Healthcare Group
San Antonio, TX
12.2018 - 04.2021
- Managed incoming member calls regarding benefit breakdowns.
- Contacted providers to resolve claim disputes.
- Provide website assistance via password resets, and username.
- Ensured crystal clear description of benefits for maximum customer satisfaction.
- Adjusted all dental and vision claims.
Assistant Manager
Dunkin' Donuts Franchising
San Antonio, TX
10.2014 - 10.2018
- Assisted in the development of operational strategies to ensure efficient and productive operations.
- Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
- Conducted regular performance reviews for employees to identify areas of improvement.
- Ensured compliance with safety regulations and company policies.
- Managed customer service inquiries and complaints in a timely manner.
- Resolved conflicts between team members in an effective manner.
- Maintained up-to-date knowledge of company products and services.
- Organized training sessions for new hires to familiarize them with the workplace environment.
- Collaborated with management on developing strategic plans for achieving business goals.
- Identified cost-saving measures that could be implemented without compromising quality standards.
- Organized schedules, workflows and shift coverage to meet expected business demands.
- Collaborated with store manager to develop strategies for achieving sales and profit goals.
- Coached team members and delivered constructive feedback to promote better productivity and build confidence.
Education
other - undefined
High School Diploma - undefined
Lovington High School
Lovington, NM05.1996
Skills
- Authored comprehensive reports to convey critical information and insights
- Conducted thorough reviews of account information to ensure accuracy and compliance
- Facilitated effective communication through telephone and email interactions Supported team members in maintaining professional correspondence Assisted in resolving inquiries promptly and courteously
- Assisted in identifying fraudulent activities through data analysis Supported teams in implementing fraud detection strategies Contributed to maintaining compliance with regulatory standards
- Facilitated effective communication strategies to enhance team collaboration
- Facilitated effective dispute resolution processes to enhance stakeholder relationships
- Assisted customers with inquiries and issues to enhance satisfaction Provided support in resolving product-related concerns Facilitated communication between customers and service teams
- Processed payments efficiently to support daily operations Assisted customers with payment inquiries to enhance satisfaction Collaborated with team members to streamline payment procedures
- Maintained comprehensive records to ensure accurate documentation
- Cultivated comprehensive product knowledge to enhance customer interactions
- Oversaw customer relationship management initiatives to enhance client satisfaction
- Facilitated conflict resolution processes to enhance team collaboration
- Facilitated effective communication strategies to enhance team collaboration
- Facilitated effective team collaboration to enhance project outcomes
- Facilitated active listening to enhance communication effectiveness
- Executed feedback implementation strategies to enhance team performance
- Executed comprehensive problem-solving strategies to identify and resolve operational challenges
- Spearheaded initiatives to enhance operational efficiency and streamline processes
- Enhanced reading comprehension skills through targeted exercises and assessments
- Effective communication
Timeline
Customer Service Representative
Kohl's
10.2023 - Current
Fraud Prevention Representative
USAA Federal Savings Bank
06.2021 - 10.2023
Benefits Specialist
United Healthcare Group
12.2018 - 04.2021
Community Manager
Community Pool Management
06.2015 - 08.2022
Assistant Manager
Dunkin' Donuts Franchising
10.2014 - 10.2018
other - undefined
High School Diploma - undefined
Lovington High School