Johengry Rivas
Springfield,MA
Summary
Over 10 years of experience in the customer service field assisting customers through all communication sources providing excellent customer care including areas like, sales, tech support and counseling service. Familiar with major customer service software programs, conflict resolution and possess a positive attitude. Aiming to use my proven skills to contribute to this agency and keep growing and succeeding.
Overview
11
11
years of professional experience
1
1
Certification
2
2
Languages
Work History
Billingual Safeplan Advocate
HAWC
Salem, MA
02.2022 - Current
- Court based position
- Assist clients with 209A-258E documents and procedure
- Follow up after working with clients at court
- Problem solving even in extreme situations
- Provide assessment, support, crisis intervention, advocacy, information and referral services to survivors of domestic abuse at court
- Safety planning
Senior Counseling Specialist
American Student Assistant
Boston, MA
08.2016 - 09.2021
- Entering student information to the Federal program FAFSA
- Create content for middle and high school presentations
- Run presentations for kids from Kindergarten to Highschool
- Volunteer reading to kids aged between 6 to 8
- Provide customer service via telephone, chat and social media
- Effectively advise customers on topics like student loan repayment, college planning and financing, financial literacy and career/education exploration
- Guide students on how to qualify and apply for FAFSA
- Conduct graduated students on how to manage their student loans
- Providing and explaining the options offered by the Federal Program
- Provide the best federal loan options from the Department of Education to maintain accounts in good standing and out of default
- Participant in Webinars
Customer Service Intern
Bed Bath & Beyond – Call Center
Totowa / Middleboro, NJ / MA
09.2013 - 08.2016
- Provide technical support for clients on a wide range of company products, resolving issues at a 98% rate
- Always remained courteous and calm, even during moments of intense customer displeasure
- Memorized entire line of company products & services, including prices special discounts
- Placed, track and replaced orders by phone and email for companies under Bed Bath and Beyond Co
- Like: Buybuybaby, Harmon FaceValues, Christmas Tree Shop and more
- Process payments & collect money.
Education
Civil Engineering -
Caribbean University
01.2010
High School Diploma -
Papa Juan XXIII
05.2006
Skills
- Bilingual Spanish/English (written & verbal)
- Microsoft Word
- Excel
- LiveChat
- Five9
- Salesforce
- Social Studio
- 60WPM Typist
- Phone productivity
- Customer interaction
- Customer satisfaction
Certification
- Interview Skills
- Market Research Lunch & Learn
- Respect in the Workplace for Associates
- White House Student Debt Challenge
- Managing in Difficult Times
- Body Language for Leaders
- Business Math
- Critical Thinking
- Illustrator CC2018 Essential Training
- Marketing Foundations: The Marketing Funnel
- Marketing: On Assignment
- Prepare Yourself for a Career in Sales
- Presenting as a Team
- Programming Foundation: Fundamentals
- Rewarding Employee Performance
- Setting Business Unit Goals
- Webinars for Lead Gen
- Word 2016: Advanced Tips and Tricks
- Advanced Grammar
- Business Writing Principles
- Communicating in Times of Change
- Communicating with Empathy
- Creating a Positive and Healthy Work Environment
- Developing Your Emotional Intelligence
- Finding Your Introvert/ Extrovert Balance in the Workplace
- Grammar Foundations
- Leading Change
- Managing Up
- Overcoming Your Fear of Public Speaking
- Persuading Others
- Public Speaking Foundations
- Running a Professional Webinar
- Writing Customer Service Skills
- Writing Email
- Writing in Plain English
- Creating and Giving Business Presentations
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeLocation Preference
On-SiteRemoteHybridImportant To Me
Work-life balancePaid sick leaveHealthcare benefitsFlexible work hours4-day work weekCareer advancementPaid time off401k matchWork from home optionPersonal development programsCompany CultureTimeline
Billingual Safeplan Advocate
HAWC
02.2022 - Current
Senior Counseling Specialist
American Student Assistant
08.2016 - 09.2021
Customer Service Intern
Bed Bath & Beyond – Call Center
09.2013 - 08.2016
Civil Engineering -
Caribbean University
High School Diploma -
Papa Juan XXIII