Joanne Rivera
Davenport
Summary
Dedicated professional with expertise in complaint handling, conflict resolution, and customer relations. Committed to enhancing customer satisfaction through effective communication and problem-solving.
Overview
20
20
years of professional experience
Work History
Customer Service Representative
Endurance Warranty
01.2026 - 04.2026
- Assisted customers with inquiries regarding warranty coverage and claims processes.
- Resolved customer issues efficiently, ensuring high satisfaction levels.
- Documented interactions accurately in CRM software for record-keeping and follow-up.
- Collaborated with team members to streamline communication and improve service delivery.
- Adapted quickly to new policies and procedures while maintaining quality service standards.
- Provided feedback on common customer concerns to enhance support strategies.
- Conducted routine follow-ups to ensure resolution of pending customer issues.
Support Specialist
Manada Technology
05.2024 - 12.2025
- Analyzed support trends, recommending improvements to processes based on data insights.
- Gathered client feedback to improve service offerings and enhance overall user experience.
- Managed ticketing system, prioritizing requests to optimize response times and service delivery.
- Acted as a liaison between clients and development teams, ensuring timely communication during critical incidents.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
Customer Service Representative
Spectrum
08.2006 - 01.2024
- Educated customers on product features and benefits, fostering informed decision-making.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Education
Associate of Science - Healthcare
Everest University
Orlando,FLAssociate of Science - Business Administration
Suffolk County Community College
Brentwood, NYSkills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Conflict resolution
- Complaint handling
- Microsoft Excel
- Complaint resolution
- Payment processing
- Client relations
- Customer relationship management (CRM)
- Prioritization
- De-escalation techniques
- Building rapport
- Technical support
Timeline
Customer Service Representative
Endurance Warranty
01.2026 - 04.2026
Support Specialist
Manada Technology
05.2024 - 12.2025
Customer Service Representative
Spectrum
08.2006 - 01.2024
Associate of Science - Healthcare
Everest University
Associate of Science - Business Administration
Suffolk County Community College