Summary
Overview
Work History
Education
Skills
Timeline
Generic

Irisel Rivera

Summary

Highly qualified and result-driven Messaging Specialist with 10+ years of experience in the communication and customer service industry. Passionate to achieve customer satisfaction as well as meeting or exceeding company expectations with the ability to quickly establish rapport and build positive and cohesive relationships. Key strengths include effective communication and organizational skills as well having precision focused to build other teammates. Experienced working in a fast- paced environment and fluent with multitasking abilities. Energetic, highly motivated goal-oriented self-starter looking to expand skills and new challenges, with proven ability in identifying problems and implementing solutions.

Overview

10
10
years of professional experience

Work History

Messaging Specialist

Truist
03.2019 - Current


  • Perform maintenance request while actively engaging with clients.
  • Identified clues to improve clients financial wellbeing.
  • Mentor new hires
  • Provided expert advise for financial solution products that works best for the client.


Credit Card Customer Service Specialist

Truist
09.2016 - 03.2019
  • Mentored new personnel regarding company operations, policies and services.
  • Developed customer service policies and procedures to meet and exceed industry service standards.
  • Implemented feedback from supervisors to improve performance in key areas such as empathy and active listening.
  • Cross-trained and backed up other customer service representatives.

Credit Card Customer Service Representative

JPMorgan Chase
03.2014 - 07.2016
  • Educated customers on credit card benefits, driving increased utilization of rewards programs and value-added services.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Assisted clients with activating new cards, increasing usage and strengthening relationships with the financial institution.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Enhanced customer satisfaction by efficiently addressing and resolving credit card issues.

Education

High School Diploma -

Winter Park High School
Winter Park, FL
06.2003

Skills

  • Relationship building
  • Effective resolution strategies
  • Analytical & Critical Thinker
  • Emotional intelligence
  • Adaptability
  • Empathetic
  • Team Collaboration
  • Sales Techniques

Timeline

Messaging Specialist

Truist
03.2019 - Current

Credit Card Customer Service Specialist

Truist
09.2016 - 03.2019

Credit Card Customer Service Representative

JPMorgan Chase
03.2014 - 07.2016

High School Diploma -

Winter Park High School
Irisel Rivera