Esmeralda Rivera
Reading,PA
Summary
Customer Service Representative with experience working in a busy, fast-paced call center. Committed to providing prompt, quick, and accurate service to a large volume of incoming calls and emails. Dedicated to gaining experience within the industry by exemplifying career development through team-building skills, and leading and motivating coworkers to promote an engaged, empowering work culture.
Overview
3
3
years of professional experience
Work History
Customer Service Representative
DTLR
05.2022 - Current
- Answered constant flow of customer calls and emails with minimal wait times by utilizing company software to manage interactions and track customer inquiries.
- Handled customer inquiries and suggestions courteously and professionally by investigating and resolving customer issues and complaints quickly.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns with one-touch resolutions.
- Developed helpful customer service policies and procedures to meet and exceed company service standards. Implemented and developed customer service training processes to assist management.
- Created welcoming, positive experiences by developing helpful information to improve performance and uplift satisfaction scores.
- Assisted with the onboarding process by helping train new customer representatives to meet performance and service goals by coaching and mentoring on how to deliver polite, precise, professional customer interactions.
- Cross-trained and provided backup support for higher management with additional tasks and responsibilities aside from answering calls and emails.
Warehouse Laborer
DTLR
07.2021 - 05.2022
- Prepared e-commerce/online orders by processing customer order requests, pulled materials from the warehouse, packed boxes, and prepared shipments.
- Achieved production targets by maintaining high productivity levels and communicating with team members regarding orders and fulfillment.
- Assisted in receiving: evaluated incoming shipments for quality issues, updated inventory, and stocked materials to production areas for future distribution of said merchandise.
Soft Lines Production
Target
09.2020 - 12.2020
- Unloaded boxes of merchandise from incoming truck and stacked them in their designated areas for distribution.
- Opened boxes to begin sorting and organizing clothing on hanger racks.
- Stocked the clothing on the sales floor in a neat and organized fashion to appeal to the consumer's eye.
- Did backstock, inventory, and fulfilled restock. Conducted, evaluated, and created cycle counts to verify accurate store inventory.
- Maintained sales floor to maximize merchandising strategies by refreshing signage, organizing displays, and keeping areas de-cluttered.
Education
B.S - Rehabilitation and Human Services
Pennsylvania State University (Berks)
Reading, PAHigh School Diploma -
Muhlenberg High School
Reading, PA06.2016
Skills
- Proficient in Microsoft Word, Excel, and PowerPoint
- Customer Relations
- Retail Sales Customer Service
- Problem-Solving Ability
- Customer Relationship Management
- Administrative Support
- Bilingual
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Representative
DTLR
05.2022 - Current
Warehouse Laborer
DTLR
07.2021 - 05.2022
Soft Lines Production
Target
09.2020 - 12.2020
B.S - Rehabilitation and Human Services
Pennsylvania State University (Berks)
High School Diploma -
Muhlenberg High School
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