Cecile Rivera
Tampa
Summary
Dynamic and efficient customer service professional with a proven ability to multitask and thrive in fast-paced environments. Recognized for consistently delivering exceptional service while expertly managing multiple priorities. Strong communication and problem-solving skills enhance the ability to foster positive customer relationships and drive satisfaction. Committed to contributing to team success through a proactive approach and unwavering dedication to excellence.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Results Associate
ResultsCX
09.2025 - Current
- Developed and implemented strategies to increase customer satisfaction and engagement.
- Analyzed customer data to identify trends and anticipate customer needs.
- Monitored customers for signs of security concerns and escalated issues to management.
- Engaged in friendly conversation with customer to better uncover individual needs.
Customer Service Representative
Inktel Contact Center Solutions
10.2024 - Current
- Delivered exceptional customer service via phone, email, and chat for Nordstrom clients, ensuring a seamless and personalized shopping experience.
Remote Customer Service Representative
Live Ops Agent Services
11.2021 - Current
- Provided remote customer support through LiveOps, handling inbound calls and resolving inquiries with professionalism and efficiency. Delivered personalized service by actively listening to customer needs, troubleshooting issues, and offering effective solutions. Maintained accurate records, adhered to company protocols, and consistently met performance metrics in a fast-paced virtual environment.
Customer Service Retention Specialist
IntouchCX
02.2024 - 09.2024
- Handled inbound customer inquiries via phone, email, and chat, providing timely and accurate information about Rentokil’s pest control services.
Customer Service Representative
Florida Department of Children and Families
06.2023 - 09.2023
- Provided support for public assistance programs such as SNAP, TANF, and Medicaid by handling high-volume inbound calls in a remote call center environment.
Tax Product Expert
Intuit Turbo Tax
01.2023 - 05.2023
- Provided expert-level support to customers using TurboTax software, focusing on navigation, account access, and locating prior tax returns or amendments.
Remote Customer Service Agent
FEMA Corporation
10.2022 - 12.2022
- Provided frontline support for individuals affected by natural disasters, assisting with inquiries related to disaster relief programs and application processes.
Cashier and Sales Associate
Paradies Lagardère
05.2021 - 10.2022
- Provided exceptional customer service while working in a bustling airport retail environment, ensuring that each traveler had a positive shopping experience. I played a key role in meeting sales goals consistently, sometimes exceeding targets by skillfully assisting customers to locate products quickly in a limited time.
Associate
Walmart
02.2022 - 04.2022
- Effectively operated the cash register and supported supervisory staff in delivering high-quality customer service. Adapted to varied schedules to meet seasonal and operational demands. Designed and implemented a training program to onboard new hires, ensuring alignment with company policies. Proactively identified customer needs, provided accurate product information, and fostered positive interactions to enhance customer satisfaction and drive sales.
Education
High School Diploma -
Proviso East High School
Maywood, IL05.2009
Associate of Arts - General Studies
Keiser University of Tampa
Tampa, FL07.2025
Skills
- Time Management
- Teamwork
- Attention to Detail
- Critical Thinking
- Leadership
- Communication
- Decision-making
- Time management
- Client relationship management
- Problem-solving
- Program support
- Customer interaction
Certification
- Gladly Hero Certification
- Inktel
- Jun 2025 — Jun 2026
- Completed professional training through Gladly Academy, demonstrating proficiency in managing multichannel customer interactions using the Gladly CRM platform. This certification validates skills in delivering personalized, efficient support across voice, email, chat, and SMS—key for remote customer service roles in fast-paced, customer-centric environments.
Languages
English
Fluent
Timeline
Results Associate
ResultsCX
09.2025 - Current
Customer Service Representative
Inktel Contact Center Solutions
10.2024 - Current
Customer Service Retention Specialist
IntouchCX
02.2024 - 09.2024
Customer Service Representative
Florida Department of Children and Families
06.2023 - 09.2023
Tax Product Expert
Intuit Turbo Tax
01.2023 - 05.2023
Remote Customer Service Agent
FEMA Corporation
10.2022 - 12.2022
Associate
Walmart
02.2022 - 04.2022
Remote Customer Service Representative
Live Ops Agent Services
11.2021 - Current
Cashier and Sales Associate
Paradies Lagardère
05.2021 - 10.2022
Associate of Arts - General Studies
Keiser University of Tampa
High School Diploma -
Proviso East High School
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