Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Isabel Rivera

Springfield,MA

Summary

Bilingual candidate, speak/write, English and Spanish, seeking a full-time opportunity that offers continued growth, where I can utilize my key skills and experiences that effectively provides my exceptional customer service, advocacy , communication and management performance positive guidance, responsibility, accuracy and the best of my knowledge.

Organized and dependable candidate successful at managing multiple priorities with positive attitude. Willingness to take on added responsibilities to meet team goals. Reliable representative enthusiastically pursuing opportunity to add immediate value to growing team. Inspired to help others and driven to apply unfailing work ethic to meet objectives. Industrious and committed with skills for multitasking and managing time well. Attentive to small details and passionate about offering expert support. Bringing top-notch multitasking, organizational and conflict management skills. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level of customer service representative position. Ready to help team achieve company goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

22
22
years of professional experience

Work History

Direct Support Professional

Pathlight
03.2023 - Current
  • Assisted disabled clients to support independence and well-being.
  • Administered medication as directed by physician.
  • Maintained clean, safe, and well-organized patient environment.
  • Assisted clients with daily living needs to maintain self-esteem and general wellness.
  • Monitored clients to assess and report physical and behavioral changes to supervisors.
  • Monitored progress and documented patient health status changes to keep care team updated.
  • Updated patient files with current vitals, behaviors, and other data relevant to treatment planning.
  • Supervised daily activities and provided assistance to staff.
  • Transported clients to medical and dental appointments to provide support.
  • Cooked meals and assisted patients with eating tasks to support healthy nutrition.
  • Assisted with daily living activities, running errands, and household chores.
  • Supported daily hygiene needs of patients by assisting with bathing, dressing, dental care and personal grooming.

Personal Care Assistant

Northeast Arc
02.2020 - 10.2023
  • Built strong relationships with clients to deliver emotional support and companionship.
  • Assisted with dressing guidance, grooming, meal preparation, and medication reminders.
  • Assisted clients with daily living needs to maintain self-esteem and general wellness.
  • Engaged patients in meaningful conversation, socialization, and activity while providing personal care assistance.
  • Planned, prepared, and served meals and snacks according to prescribed diets.
  • Turned and positioned bedbound patients to prevent bedsores and maintain comfort levels.
  • Assisted with daily living activities, running errands, and household chores.
  • Remained alert to problems or health issues of clients and competently responded.
  • Cleaned house, ran errands, managed laundry, and completed weekly grocery shopping.

Front End Associate

Price Rite Marketplace
06.2017 - 02.2020
  • Helped customers complete purchases, locate items, and join reward programs.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
  • Welcomed and engaged customers, offering assistance with locating or retrieving merchandise.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Worked closely with shift manager to solve problems and handle customer concerns.
  • Answered questions about store policies and addressed customer concerns.
  • Drove customer loyalty and consistent sales through friendly service and knowledgeable assistance.
  • Facilitated cash, check and credit transactions on cash register with [Number]% accuracy.
  • Answered customer questions about products and services, helped locate merchandise, and promoted key items.
  • Listened to customer needs and desires to identify and recommend optimal products.
  • Engaged in friendly conversation with customer to better uncover individual needs.
  • Built customer loyalty and retention by delivering excellent shopping experiences.
  • Delivered energetic responses to customers in-store and by telephone, going above and beyond to serve needs.
  • Provided exceptional services and pleasant shopping experiences to retail customers.
  • Recommended complementary purchases to customers, increasing revenue.
  • Monitored customers for signs of security concerns and escalated issues to management.
  • Conducted product demonstrations to highlight features and redirect objections to positive aspects.

Call Center Customer Service Representative

Maximus
03.2012 - 07.2014
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Documented and detailed calls and complaints using call center's CRM database.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Addressed customer account discrepancies and concerns.
  • Detailed payment options and explained price, receipt and billing details to customers.
  • Escalated complicated customer account issues to supervisors and help desk workers.
  • Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
  • Educated customers on company systems, form completion, and access to services.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Promptly responded to inquiries and requests from prospective customers.

Store Manager of Operations

Dunkin' Donuts
04.2002 - 12.2011
  • Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
  • Increased sales by [Number]% with special displays and promotions.
  • Completed point of sale opening and closing procedures.
  • Managed inventory control, cash control, and store opening and closing procedures.
  • Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
  • Reconciled daily sales transactions to balance and log day-to-day revenue.
  • Approved regular payroll submissions for employees.
  • Assisted with hiring, training and mentoring new staff members.
  • Promoted team collaboration, performance, and efficiency by fostering healthy environments focused on mutual success.
  • Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
  • Interacted well with customers to build connections and nurture relationships.
  • Trained new employees on proper protocols and customer service standards.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
  • Negotiated price and service with customers and vendors to decrease expenses and increase profit.
  • Implemented business strategies, increasing revenue and effectively targeting new markets.
  • Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.

Education

High School Diploma -

Escuela Rafael Lopez Landron
Guayama, PR
06.1994

Skills

  • Care Delivery
  • Progress Documentation
  • ADL Support
  • Transportation
  • Direct Patient Care
  • Appointment Scheduling
  • Behavioral Management
  • Client Documentation
  • First Aid and Safety
  • Behavior Redirection
  • Goal Setting
  • Client Transportation
  • Care Plan Management
  • Client Support
  • Patient Care
  • Individualized support planning
  • Empathy and understanding
  • Stress management
  • Active listening
  • Safety monitoring
  • Team collaboration
  • Social skills development
  • Self-advocacy training
  • Adaptive equipment use
  • Problem-solving abilities
  • Effective communication
  • Personal care assistance
  • Time management
  • Computer literacy
  • Decision-making support
  • Conflict resolution
  • Infection Control
  • Schedule Maintenance
  • Fast Learner
  • Word Processing
  • Staff Collaboration
  • Database Management
  • Client Records Management
  • Personal Care Worker (PCW)
  • Interior Decorating
  • Project Planning

Languages

Spanish
Native or Bilingual

Timeline

Direct Support Professional

Pathlight
03.2023 - Current

Personal Care Assistant

Northeast Arc
02.2020 - 10.2023

Front End Associate

Price Rite Marketplace
06.2017 - 02.2020

Call Center Customer Service Representative

Maximus
03.2012 - 07.2014

Store Manager of Operations

Dunkin' Donuts
04.2002 - 12.2011

High School Diploma -

Escuela Rafael Lopez Landron

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Isabel Rivera