Jennifer Rivera
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Customer Service Representative(remote)
MTBA
10.2022 - Current
- Help a large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adhere to company policies and scripts to consistently achieve call-time and quality standards.
- Document and detailed calls and complaints using call center's CRM database.
- Answer over 60 calls per shift to meet fast-paced call center demands.
- Perform various clerical duties by filing and faxing documents and creating customer databases.
- Meet customer call guidelines for service levels, handle time and productivity.
- Handle incoming calls and emails from customers regarding issues with medical prescription deliveries.
- Schedule and dispatched drivers to locations in Phoenix,Tucson, and surrounding areas.
- Manage multi-line phone system and pleasantly greeted patients.
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Maintain current and accurate medical records for patients.
- Transcribe phone messages and relayed to appropriate personnel.
Fulfillment Associate
Amazon.com Fulfillment Center
12.2020 - 09.2022
- Followed procedures at all times for personal and team safety.
- Operated warehouse equipment and reported instances of safety code violations to management to reduce risk of accidents.
- Prepared orders by processing requests, pulled materials from warehouse, packed boxes and prepared shipments.
- Entered package information into company's computer system.
- Kept work areas neat, clean and free from debris.
- Picked and packed order items.
- Maintained tidy and clean work areas to promote optimal productivity and safety standards.
- Stocked shelves, racks, and cases with new or transferred merchandise.
- Moved merchandise using forklifts, pallet jacks and hand trucks.
- Kept aisles clear and clean while restocking to prevent accidents and enable others to easily pass by.
- Operated equipment such as pallet jacks and hand trucks to move heavy boxes.
- Safely and securely loaded items to prevent damage during transport.
- Labeled boxes, crates and containers with accurate order information, destinations and codes to minimize shipping errors.
- Pulled merchandise from inventory storage and documented quantities to maintain accuracy.
- Filled over 1,500 daily customer orders with efficiency and accuracy.
- Operated equipment while observing standard safety procedures.
- Assembled orders and packed items for shipment, conveying orders to shipping personnel.
- Used handheld scanners to efficiently track and maneuver freight throughout distribution network.
- Shipped material and performed boxing, packing, labeling and preparation of related documents.
Hairstylist
Go Go Glam
04.2009 - 09.2022
- Scheduled customer appointments and rearranged individual time slots to meet demand.
- Suggested treatments and styles to suit customer appearance and fashion choices.
- Completed wet styling, thermal styling, permanent waving and hair relaxing services.
- Educated customers on products to maximize benefits.
- Trimmed, cut and shaped hair and hairpieces based on customer preference.
- Processed payments, entering sales in register for prompt customer service.
- Mixed pigments and used proper techniques to achieve desired color.
- Completed safety training and certifications to minimize risk of infection or injury to customers.
- Determined appropriate hair treatments based on conditions and textures.
- Resolved guest complaints about service or style.
- Counted and documented opening and closing cash amounts daily.
- Organized sales area and work station to showcase products and boost sales.
- Recorded notes for future reference about customer preferences and services delivered.
- Distributed business cards outside of salon to generate new business.
- Created memorable customer experiences, adding bonus services such as head and neck massages during appointments.
- Permed, relaxed and bleached hair for customers daily.
- Serviced high-profile clients with intricate coloring and highlighting techniques.
- Designed individualized plans to assist customers in healing damaged or dry hair.
- Completed in-home services for elderly clients unable to travel to salon.
- Maintained full stock of inventory and properly sanitized makeup tools to avoid spread of infection.
- Provided clients with personalized skincare recommendations to support maintenance of healthy skin.
- Built strong and lasting rapport with clients through consistent delivery of requested services and exceptional results.
- Answered phone calls and emails to schedule client appointments.
- Styled hair, makeup and nails for customers for special events and occasions.
- Maintained high number of return customers through precise cutting, coloring and styling of clients' hair.
- Performed manicures, pedicures, paraffin wax treatments and full nail sets.
General Manager
7-eleven
01.2019 - 10.2019
- Managed budget implementations, employee reviews, training, schedules and contract negotiations.
- Developed and maintained relationships with customers and suppliers through account development.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures and technology systems.
- Implemented operational strategies and effectively built customer and employee loyalty.
- Reduced corporate risk by managing shrink processes and controlling inventory levels.
- Maintained kitchen cleanliness and sanitation through correct procedures and scheduled cleaning of surfaces and equipment.
- Oversaw food preparation and monitored safety protocols.
- Trained staff on proper cooking procedures as well as safety regulations and productivity strategies.
- Handled escalated customer concerns with speed and knowledgeable support to achieve optimal satisfaction and maintain long-term loyalty.
- Verified prepared food met standards for quality and quantity before serving to customers.
- Handled money, balanced tills, processed credit card payment batches and prepared bank deposits, maintaining 99% accuracy.
- Reduced health risks and safety hazards by preparing beverage products consistently while creating cleaning schedules, restocking items and sanitizing equipment to adhere to health department standards.
- Purchased food and cultivated strong vendor relationships.
- Maintained effective supply levels by monitoring and reordering food stock and dry goods.
- Reduced inaccuracies by carefully counting cash and keeping meticulous records of transactions.
- Developed unique events and special promotions to drive sales.
- Completed point of sale opening and closing procedures.
- Supervised guests at front counter, answering questions regarding products.
- Coached sales associates on product knowledge by using wide variety of training tools.
- Promoted team collaboration, performance and efficiency by fostering healthy environments focused on mutual success.
- Scheduled and led weekly store meetings for all employees to discuss sales promotions and new inventory while providing platform for all to voice concerns.
- Protected store from loss or theft by setting and enforcing clear security policies.
Education
GED -
Christopher Columbus High School
The Bronx, NY11.2000
Skills
- Sales Expertise
- Managing Multiple Tasks
- Multi-Line Telephone Operation
- Sales and Upselling
- Quality Control
- POS Systems Expertise
- Strong Telephone Etiquette
- High-Volume Environments
- Call Center Operations
- Customer Support
- Microsoft Office
- Issue and Complaint Resolution
Certification
- Licensed Cosmetologist - 11 years
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Representative(remote)
MTBA
10.2022 - Current
Fulfillment Associate
Amazon.com Fulfillment Center
12.2020 - 09.2022
General Manager
7-eleven
01.2019 - 10.2019
Hairstylist
Go Go Glam
04.2009 - 09.2022
GED -
Christopher Columbus High School
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