Damita Rivera
Summary
Results-driven professional with extensive experience in customer support and account management. Expertise in team collaboration and task prioritization to achieve service goals and improve customer outcomes.
Overview
6
6
years of professional experience
Work History
MSR II Contractor
Navy Federal Credit Union
Pensacola, Florida
04.2025 - Current
- Provided member service via phone and other media, ensuring high-quality customer interactions.
- Protected and verified caller identity while reviewing account information for alerts or irregularities.
- Responded to situations indicating potential fraud or abuse through prompt action.
- Complied with federal regulations regarding financial products and services.
- Analyzed and resolved discrepancies related to member accounts and loans efficiently.
- Counseled members on Navy Federal's products and services to enhance understanding.
- Executed first call resolutions, incorporating necessary research for follow-up calls.
- Identified opportunities to cross-sell products, increasing overall product penetration.
Director of Operations
Labwear.com
Pensacola, Florida
05.2020 - 03.2025
- Engaged with clients to clarify design needs, fostering strong relationships and ensuring project success.
- Collaborated with design teams to develop custom embroidery patterns.
- Inspected finished products for defects to uphold quality standards and enhance customer satisfaction.
- Trained new staff on machine operation and embroidery techniques.
- Troubleshot machine issues to reduce production downtime.
- Managed inventory of supplies and materials to ensure availability.
- Set up and operated embroidery machines for various projects, ensuring alignment with client specifications.
- Assisted in design development to expand product offerings.
Education
High School Diploma -
Pensacola High School
Pensacola, FL05-1996
Skills
- Customer service and support
- Account management
- Client engagement
- Project coordination
- Task prioritization
- Problem solving
- Team collaboration
- Effective communication
- Training development
- Creative thinking
Timeline
MSR II Contractor
Navy Federal Credit Union
04.2025 - Current
Director of Operations
Labwear.com
05.2020 - 03.2025
High School Diploma -
Pensacola High School