CYNTHIA RIVERA

Remote Administrative & Customer Support Specialist

Apopka,FL

Summary

Dynamic customer service professional with extensive experience at Verizon and Centene, adept at resolving complaints and enhancing client satisfaction. Skilled in CRM software and data collection, I excel in fast-paced environments, demonstrating adaptability and strong communication skills. Committed to continual improvement, I consistently deliver exceptional service and foster loyalty.

Overview

years of professional experience

years of post-secondary education

Languages

Work History

Part-Time Remote Customer Service Representative

Centene

7700 Forsyth Boulevard St. Louis, Missouri

02.2024 - Current

Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Responded to customer requests for products, services, and company information.
Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Assisted customers in navigating company website and placing online orders, improving overall user experience.
Integrated MS products into CRM outputs for large-scale customer campaigns.
Excellent communication skills, both verbal and written.
Paid attention to detail while completing assignments.
Organized and detail-oriented with a strong work ethic.
Learned and adapted quickly to new technology and software applications.
Resolved problems, improved operations and provided exceptional service.

Customer Service Loyalty Champion II

Verizon

Temple Terrace, Florida

01.2023 - 02.2024

Self-motivated, with a strong sense of personal responsibility.
Proven ability to learn quickly and adapt to new situations.
Skilled at working independently and collaboratively in a team environment.
Worked flexible hours across night, weekend, and holiday shifts.
Worked effectively in fast-paced environments.
Managed time efficiently in order to complete all tasks within deadlines.
Passionate about learning and committed to continual improvement.
Worked well in a team setting, providing support and guidance.
Excellent communication skills, both verbal and written.
Assisted with day-to-day operations, working efficiently and productively with all team members.
Paid attention to detail while completing assignments.
Organized and detail-oriented with a strong work ethic.
Learned and adapted quickly to new technology and software applications.
Resolved problems, improved operations and provided exceptional service.
Maintained up-to-date knowledge of computer software programs for optimal data entry results.
Increased overall efficiency by identifying and reporting system issues that hindered smooth data entry operations.
Contributed to positive workplace culture by actively participating in team meetings, offering suggestions for process enhancement where appropriate.
Streamlined data entry processes for increased efficiency and productivity.
Enhanced data accuracy by meticulously entering information into databases and spreadsheets.

Education

Associate of Technology - Associate Degree in Electronics

Florida Technical College

Orlando, FL

04.2020 - 03.2022

Skills

Client support

In-depth product knowledge

Skilled in managing inbound calls

Adaptability to change

Timely complaint resolution

Data collection

Call center experience

Appointment scheduling

Microsoft Excel

Consultative sales

Technical support

CRM software proficiency

Accomplishments

Cashier - Achieved highest Number of new credit accounts opened within one-month period.
Compiled inventory lists and worked with vendors for product pricing and special orders. Handled high volume sales with cash, credit and gift card transactions, balancing cash draw at end of shift with 100% accuracy rate.
Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
Used Microsoft Excel to develop inventory tracking spreadsheets.

Timeline