Gloribel Ciprian Rivera
Miami
Summary
Personable and dedicated Customer Service Representative with extensive experience in health industry (Genetics). Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
8
8
years of professional experience
Work History
Customer Care Representative
Gattaca Genomics Labs
Miami
10.2024 - Current
- Assisted customers with inquiries regarding genomic testing services and procedures.
- Resolved customer complaints through effective communication and problem-solving techniques.
- Collaborated with laboratory personnel to streamline communication between departments.
- Answered customer inquiries over the phone and via email.
- Resolved customer complaints promptly and professionally.
- Created monthly reports summarizing customer service activities including number of calls handled, resolution rate.
Senior Customer Service Representative
Igenomix
Miami
02.2018 - 04.2022
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Managed customer conflicts and challenging situations by staying calm and accessing internal knowledgebases to develop strategic solutions.
- Assisted customers by answering questions, addressing concerns and providing current account information.
- Educated customers about products, pricing and policies to address and resolve issues.
- Improved customer satisfaction and retention by proactively reviewing new customer accounts and reaching out to offer assistance.
- Monitored customer accounts to track outstanding issues and implement new solutions.
- Handled calls for new sign-ups, service cancellations and cross-selling opportunities.
- Consulted with customers regarding needs and addressed concerns.
- Delivered expert technical support to customers and resolved broad array of issues.
Education
Associate of Arts - Nursing
Miami Dade College
Miami, FL05.2017
Skills
- Customer support
- Customer relations
- Inbound and Outbound Calling
- Credit card payment processing
- Senior leadership support
- Call Center Operations
- Training and development
- Client engagement
- Microsoft Office expertise
- High-energy attitude
Timeline
Customer Care Representative
Gattaca Genomics Labs
10.2024 - Current
Senior Customer Service Representative
Igenomix
02.2018 - 04.2022
Associate of Arts - Nursing
Miami Dade College