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
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
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
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
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
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