Destinee Rivera
Aurelia,IA
Summary
Seasoned Clerical Specialist with a proven track record at Colorado Department of Emergency, adept in document management and fostering strong relationships. Excelled in customer satisfaction and streaming support services. Skilled in both technical assistance and team leadership, consistently achieving high levels of efficiency and client satisfaction.
Overview
20
20
years of professional experience
Work History
Clerical Specialist
Colorado Department of Emergency
06.2023 - 12.2023
- Performed a variety of clerical and administrative duties pertaining to on-site support.
- Responded quickly to customer inquiries, needs and problems.
- Identified areas of improvement in existing processes or procedures used for providing support service.
- Responded to customer emails and calls promptly, courteously, and professionally.
- Process customer account changes with proprietary software.
- Ensured customer satisfaction through effective communication skills and problem resolution techniques.
- Improved office efficiency by streamlining filing systems and organizing documents.
- Managed inventory control for office supplies, resulting in reduced costs through bulk purchasing and avoiding stock shortages.
Computer Helpdesk Technician
Denver Health Medical Center
12.2010 - 04.2015
- Collaborated with the cybersecurity team to promptly address and mitigate potential threats, safeguarding company data and systems from unauthorized access.
- Developed comprehensive knowledge base articles to facilitate quick resolution of common issues, improving overall support efficiency.
- Enhanced customer satisfaction by efficiently troubleshooting and resolving technical issues for computer users.
- Directed account management and customer training on company technical software and tools for new accounts and new users.
- Managed users profiles, security access, and shared file structures.
- Developed training materials for end-users on how to use various applications.
- Managed helpdesk tickets by prioritizing requests based on urgency.
- Handled customer service issues by providing guidance or escalating for advance support.
- Resolved customer inquiries in a timely manner.
- Setting up equipment for employee use, performing or properly installing cables, operating systems or software.
- Assisted customers with various types of techinical issues via email, live chat, and telephone.
- Developed training materials and procedures or trained users in proper users of hardware or software.
- Maintained positive working relationship with fellow staff and management.
Customer Service Supervisor
Dave and Busters
12.2003 - 08.2011
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Education
MBA - Healthcare Information Technology
University of Denver
Denver, CO05-2015
Bachelor of Science - Business Administration
Regis University
Denver, CO05-2008
No Degree - Spanish
Universidad Compultense
Madrid, Spain 05-2007
Skills
- Scheduling appointments
- Filing systems
- Typing speed
- Document management
- Proofreading
- Report preparation
- Attention to detail
- Multitasking and organization
- Power Tools and Equipment
- Written/Verbal communication
- Payment Processing
- Copywriting and Editing
Bill Daniels Scholar
While in high school I attended the Daniels Fund Prep Program, which assisted and guided me with applying to colleges, taking the ACT/SATs, and securing a spot for me to apply for the scholarship itself. I received the scholarship in my senior year of high school and attended college on a full-ride scholarship to college.
Timeline
Clerical Specialist
Colorado Department of Emergency
06.2023 - 12.2023
Computer Helpdesk Technician
Denver Health Medical Center
12.2010 - 04.2015
Customer Service Supervisor
Dave and Busters
12.2003 - 08.2011
MBA - Healthcare Information Technology
University of Denver
Bachelor of Science - Business Administration
Regis University
No Degree - Spanish
Universidad Compultense
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