Destiny Rivera
Orlando ,FL
Summary
Dynamic leader with a proven track record at UPS, excelling in operations management and team leadership. Mastered complex problem-solving and strategic planning, significantly enhancing customer satisfaction and team performance. Skilled in negotiation and budget control, achieving notable business growth and operational cost reduction. Demonstrates exceptional verbal communication and staff development abilities, fostering high-performing teams and positive business outcomes.
Overview
11
11
years of professional experience
Work History
Manager
UPS
Astoria, NY
01.2020 - 09.2024
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Developed and maintained relationships with customers and suppliers through account development.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
- Reduced operational costs through comprehensive process improvement initiatives and resource management.
- Oversaw inventory management, optimizing stock levels, and reducing waste.
- Boosted employee morale and reduced turnover through development and implementation of comprehensive rewards and recognition program.
Customer Service Representative
Farmingdale Aviation
Farmingdale, NY
01.2014 - 04.2021
- 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.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Participated in training programs to enhance product knowledge and customer service skills.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
Education
High School Diploma -
North Babylon High School
North Babylon, NY06.2017
Skills
- Team Leadership
- Time Management
- Verbal and written communication
- Complex Problem-Solving
- Staff Training and Development
- Staff Management
- Strategic Planning
- Operations Management
Timeline
Manager
UPS
01.2020 - 09.2024
Customer Service Representative
Farmingdale Aviation
01.2014 - 04.2021
High School Diploma -
North Babylon High School