CYNTHIA RIVERA
Bi lingual Customer Service Agent
Penndel ,Pa
Summary
Customer service professional with extensive experience in addressing and resolving customer issues efficiently. Known for collaborative approach and achieving impactful results, with emphasis on flexibility and reliability in dynamic environments. Strong communication and problem-solving abilities, coupled with positive and approachable demeanor.
Overview
23
23
years of professional experience
5
5
Certification
Work History
Customer Service Representative Agent
Foudever
02.2022 - 09.2025
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Handled escalated calls, successfully deescalating situations while finding solutions to meet client expectations.
- Managed high call volume, consistently maintaining a professional demeanor and prioritizing customers'' needs.
- Enhanced customer satisfaction by efficiently addressing and resolving their concerns and inquiries.
- Contributed to a positive work environment by actively participating in team meetings and sharing ideas for improvement.
Counselor
COMHAR Mental Health
07.2010 - 02.2018
- Assisted clients in setting realistic goals, developing action plans, and monitoring progress towards achievement.
- Maintained accurate documentation of client interactions, assessments, and progress notes for effective case management.
- Educated clients on available community resources, fostering a sense of empowerment and selfsufficiency.
- Improved client satisfaction through consistent communication, empathy, and understanding of their unique challenges.
- Guided clients in developing skills and strategies for dealing with problems.
- Contributed to a supportive work environment by sharing knowledge, resources, and new findings within the counseling field.
Bilingual Customer Service Representative
Sitel
06.2002 - 03.2017
- Assisted customers with Spanish-language inquiries in a timely and professional manner.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed high-volume inbound calls, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers.
- Enhanced customer satisfaction by addressing and resolving complex inquiries in both English and Spanish languages.
- Communicated with management when customer issues escalated and worked to find resolutions.
- Gained customer trust by providing knowledgeable and accurate information in both English and Spanish.
Education
High School Diploma - MAJORS
Walton High School
The Bronx, NY06-1997
Skills
- Customer service
- Fluent bilingualism
- Problem-solving
- Customer support
- Data entry
- Call center experience
- Payment processing
- Document translation
- Product knowledge
- Service recommendations
- Caller assistance
- Issue research
Customer focus
Accomplishments
- 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.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Certification
- Certified Customer Service Representative Agent -
- Foundever
- 2yrs 7 Months
LANGUAGES
English
Full Professional
Spanish
Native or Bilingual
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Service Representative Agent
Foudever
02.2022 - 09.2025
Counselor
COMHAR Mental Health
07.2010 - 02.2018
Bilingual Customer Service Representative
Sitel
06.2002 - 03.2017
High School Diploma - MAJORS
Walton High School
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