Edwin Rivera
Boston
Summary
Experienced service professional with a track record of building strong client relationships in fast-paced environments. Skilled in managing a high volume of calls and tickets daily, delivering tailored solutions that enhance customer satisfaction and loyalty. Effective communicator and customer advocate skilled at facilitating communication between clients and management for smooth operations.
Overview
6
6
years of professional experience
Work History
Senior Account Administrator
Boston Mutual Life Insurance Company
08.2022 - Current
- Served as main point of contact for customers, handling daily communications with policyholders and brokers.
- Process life insurance enrollment applications with high accuracy to ensure prompt service delivery and positive client experiences.
- Lead training programs for new hires, instilling a customer-first mindset to strengthen team performance and service quality.
Customer Service Representative
Arbella Insurance Group
02.2021 - 07.2022
- Efficiently addressed billing inquiries and processed payments, consistently achieving high satisfaction ratings, and earning multiple recognition awards for outstanding service.
- Maintained precise data records, facilitating timely policy reinstatements, and supporting operational efficiency.
- Cultivated positive relationships with clients by providing timely and comprehensive solutions to account issues.
Service Management Specialist
The Hertz Corporation
01.2019 - 05.2020
- Boosted rental earnings by 33% via targeted marketing initiatives and outstanding customer support.
- Prepared impactful presentations that conveyed key service metrics and improvement strategies during team meetings, fostering a culture of accountability.
- Served as a key liaison for branches, enhancing customer relations by delivering clear information on products and services to improve client engagement.
Education
Associates in Science - Integrated Studies
Endicott College
Beverly, MA05.2016
Skills
- Customer Service Excellence: Proven expertise in resolving complex inquiries, providing first-class support across diverse communication channels to enhance client experience
- Technical Proficiency: Advanced skills in Microsoft Office Suite and Google Workspace; adept at utilizing various customer service management systems to streamline operations
- Analytical & Meticulous: Strong critical thinker with exceptional time management and multitasking abilities; proficient in maintaining comprehensive records and data entry
- People Skills: Exceptional verbal and written communicator; a collaborative collaborator with flexibility in dynamic, demanding environments
Accomplishments
Numerous monthly awards for outstanding customer service/compliments.
Timeline
Senior Account Administrator
Boston Mutual Life Insurance Company
08.2022 - Current
Customer Service Representative
Arbella Insurance Group
02.2021 - 07.2022
Service Management Specialist
The Hertz Corporation
01.2019 - 05.2020
Associates in Science - Integrated Studies
Endicott College
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