Indica Rivers
Bullhead City,AZ
Summary
Dynamic professional with extensive experience in B2B and B2C customer support, technical troubleshooting, and fraud prevention. Adept at utilizing tools like NetSuite, Zendesk, JIRA, Trello, Slack, Google Suite, and Stripe to enhance operational workflows, resolve complex issues, and deliver exceptional support. Proficient in Salesforce, with experience managing cases and optimizing customer interactions across multiple organizations. Recognized for proactive problem-solving, technical expertise, and commitment to customer satisfaction in fast-paced environments.
Overview
11
11
years of professional experience
Work History
Document Processor
Stride, Inc.
Remote
06.2024 - 09.2024
- Reviewed and processed sensitive enrollment documents, ensuring compliance with state regulations
- Managed student accounts and activities using Salesforce and Google Suite
- Escalated complex cases effectively, ensuring timely resolution and stakeholder communication
Disaster Prevention Specialist
DoorDash Corporate
Tempe, AZ, USA
09.2021 - 01.2024
- Delivered multichannel support (phone, email, chat) to customers, merchants, and drivers, resolving escalated issues and retaining accounts
- Leveraged Salesforce and tools such as NetSuite, Zendesk, JIRA, Trello, Slack, and Google Suite to document cases, analyze trends, and streamline resolution processes
- Collaborated with cross-functional teams to address technical issues, manage escalations, and drive process improvements
- Successfully intervened in challenging situations, de-escalating customer interactions to ensure positive outcomes
- Used Stripe to process payments and resolve transaction-related concerns for merchants and customers
Customer Service Representative
Williams-Sonoma, Inc.
Phoenix, AZ, USA
11.2019 - 05.2020
- Delivered high-quality support for billing, technical, and product-related issues
- Used internal CRM systems to document cases and ensure timely resolutions
- Prioritized customer satisfaction in a fast-paced, dynamic environment
Technical Support Agent
Verizon
Phoenix, AZ, USA
11.2014 - 05.2016
- Provided first-contact resolution for hardware and software issues via phone and email
- Documented cases using Zendesk, identifying trends and recommending process improvements
- Customized troubleshooting strategies to accommodate diverse customer experience levels
Fraud Risk Analyst
Gatestone & Co. Inc.
Phoenix, AZ, USA
01.2014 - 10.2014
- Monitored transactions for fraudulent activity, leveraging data analysis tools to identify risks
- Investigated unauthorized charges and escalated high-risk cases to management
- Educated customers on fraud prevention best practices, contributing to improved account security
Education
GED - General Studies
Pima Community College
Tucson, AZ03.2011
Skills
- NetSuite
- Salesforce
- Zendesk
- JIRA
- Trello
- Slack
- Google Suite
- Stripe
- B2B
- B2C
- Multichannel Communication
- Technical Troubleshooting
- Risk Assessment
- Escalation Management
- Operational Efficiency
- Workflow Optimization
- Trend Analysis
- Cross-Functional Team Coordination
- Customer Retention
- Document review
- Customer service
- Teamwork and collaboration
- Time management
- Attention to detail
- Multitasking
Timeline
Document Processor
Stride, Inc.
06.2024 - 09.2024
Disaster Prevention Specialist
DoorDash Corporate
09.2021 - 01.2024
Customer Service Representative
Williams-Sonoma, Inc.
11.2019 - 05.2020
Technical Support Agent
Verizon
11.2014 - 05.2016
Fraud Risk Analyst
Gatestone & Co. Inc.
01.2014 - 10.2014
GED - General Studies
Pima Community College