Janery Rivera
CLARKSVILLE,TN
Summary
Seeking to maintain a 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. Very receptive to changes and open to learning and growing.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Customer Success Advisor
Mood Product Group LLC
Remote
08.2024 - Current
- Responded to customer requests for products, services, and company information.
- Assisted customers in troubleshooting order issues and provided timely technical support. Including but not limited to: order placement and website errors
- Responded to specific customer requests, including returns, order status and product feedback
Returns Processing Expert
Warby Parker
Nashville, TN
03.2024 - 08.2024
- Actively listened to customers, handled concerns quickly and de-escalated major issues.
- Recommended complementary eyeglasses and/or lenses to customers based on their reasons for return while simultaneously increasing revenue.
- Strengthened consumer loyalty with excellent after-sales support, including troubleshooting and returns processing.
- Managed returns processing efficiently while adhering to company guidelines, ensuring customer satisfaction.
- Accepted payment via point of sale for eyeglasses exchanges
Customer Experience Advisor
Warby Parker
Nashville, TN
12.2021 - 08.2024
- Provided personalized support, ensuring a positive experience for each customer interaction.
- Handled 20-35 interactions daily via calls, emails and chats.
- Enhanced customer satisfaction by addressing inquiries and resolving issues promptly.
- Conducted regular follow-ups with customers to confirm satisfaction with resolution outcomes and address any remaining concerns.
- Transcribed glasses prescriptions onto customer profiles and ensured they were accurately inputted into our system.
- Placed orders and collected payment via point of sale.
- Translated and transcribed prescription uploads from Spanish to English.
- Maintained a professional attitude during escalations and de-escalated those situations. Found satisfactory resolutions for the customer while staying within company policy.
- Managed returns, exchanges and refunds in accordance with company policy.
- Trained and assisted new advisors in policies and procedures. Also acted as a mentor for other advisors
- Worked under various expert roles such as Insurance, Returns exceptions, Returns proccesing and Lab Outreach
Insurance Support Expert
Warby Parker
Nashville, TN
09.2022 - 09.2023
- Assisted with day-to-day operations, including processing insurance claims, returns and exchanges
- Paid close attention to detail while completing insurance claims for eyeglasses orders ensuring payment was taken accurately
- Managed and processed around 30-40 claims a week during insurance support shifts.
- Developed and maintained courteous and effective working relationships by working with fellow advisors in explaining insurance benefits based on customer's plan.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Broke down insurance plans to customers to ensure they were using the most out of their benefits including a detailed explanation of their benefits coverage, copays, and expected out of pocket costs
- Collected payment via point of sale
- Processed insurance orders after verifying benefits to ensure company receives payment from carrier
- Used critical thinking to observe and explain to customers reasons behind insurance denials during and after order placement
Sales Associate
Walmart
Hartford, CT & Oak Grove, KY
12.2018 - 09.2021
- Responsible for making sure that customers have a friendly experience while shopping for their items
- Made sure that customers' needs were met to ensure an excellent shopping experience using active listening. Attended to these needs.
- Rung out and assisted customers in the Jewelry, Electronics, and Front-End service areas
- Maintained a calm demeanor and professionally managed issues in busy, high-stress situations.
- Maintained clean salesfloor and backroom in order to create a safe environment for shoppers and other fellow associates
- Maintained integrity
- Mentored and trained new associates on company policies and sales techniques
- Utilized backroom equipment and company technologies such as a TC70 responsibly.
- Kept track of inventory and reported trends in overstock and shrinkage
Education
Some College (No Degree) - Social Work
UNIVERSITY OF CONNECTICUT
High School Diploma -
JOURNALISM & MEDIA ACADEMY
06.2019
HOWELL CHENEY TECHNICAL HIGH SCHOOL
01.2018
Skills
- Bilingual (Spanish/English)
- Communication
- Active Listening
- Responsibility
- Problem Solving
- Computer Literacy
- Time Management
- Flexible and Adaptable
- Data Entry
- Friendly, Positive Attitude
- Teamwork and Collaboration
- Ability to quickly grasp new concepts
Certification
- OSHA 10HR SAFETY & HEALTH, 2019-01-01, Hartford, CT
- CPR & AED CERTIFICATION, 2019-01-01, Hartford, CT
Timeline
Customer Success Advisor
Mood Product Group LLC
08.2024 - Current
Returns Processing Expert
Warby Parker
03.2024 - 08.2024
Insurance Support Expert
Warby Parker
09.2022 - 09.2023
Customer Experience Advisor
Warby Parker
12.2021 - 08.2024
Sales Associate
Walmart
12.2018 - 09.2021
High School Diploma -
JOURNALISM & MEDIA ACADEMY
HOWELL CHENEY TECHNICAL HIGH SCHOOL
Some College (No Degree) - Social Work
UNIVERSITY OF CONNECTICUT