Jasmine Rivera
Waterbury
Summary
A highly skilled customer support and technical specialist with expertise in resolving complex issues and providing exceptional customer service. Proficient in using CRM software and remote assistance tools to troubleshoot technical problems and provide prompt solutions. Demonstrated ability to multitask and handle high-volume calls, emails, and live chats while maintaining high customer satisfaction scores. Possesses excellent communication, problem-solving, and active listening skills to ensure customer needs are met.
Overview
4
4
years of professional experience
2015
2015
years of post-secondary education
Work History
Customer Service Representative
TTEC INC.
Bristol
01.2024 - Current
- Assisted customers with inquiries, billing issues, and account management• Handled high-volume calls, emails, and live chats to provide timely support• Resolved customer complaints and escalated complex issues to appropriate team.
- Maintained accurate records of customer interactions in CRM software
- Provided product knowledge and guided customers on service features
- Ensured high customer satisfaction scores through effective problem resolution
Remote technical support specialist
Conduent
Bristol
06.2022 - 12.2023
- Provided remote troubleshooting for software and connectivity issues• Guided users through installation, setup, and configuration of applications•
- Resolved technical support tickets efficiently via phone, email, and chat
- •Diagnosed and resolved network and VPN connectivity problems
- Created and maintained technical documentation for common issues
- Collaborated with developers and engineers to report software bugs
Customer Service Representative
Conduent
Bristol
02.2021 - 05.2022
- Assisted customers with service-related issues and account inquiries• Processed refunds, exchanges, and order tracking requests• Followed up with customers to ensure satisfaction with resolutions• Provided step-by-step guidance for self-service portal navigation• Handled sensitive customer information with confidentiality• Met and exceeded performance targets for response time and satisfaction scores
Education
JFK Kennedy High School
Waterbury, CTSkills
- CRM software
- Remote troubleshooting
- Ticket resolution
- Product knowledge
- Troubleshooting software issues
- Remote technical support
- CRM software utilization
- Communication skills
- Microsoft office expertise
- Data collection
- Microsoft Excel
- Data entry
Timeline
Customer Service Representative
TTEC INC.
01.2024 - Current
Remote technical support specialist
Conduent
06.2022 - 12.2023
Customer Service Representative
Conduent
02.2021 - 05.2022
JFK Kennedy High School
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