KASSANDRA RIVERA
McAllen,Texas
Summary
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives
Overview
10
10
years of professional experience
Work History
BILINGUAL RETENTION SPECIALIST
Charter Communications Inc
12.2024 - Current
- Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
- Boosted revenue through upselling and cross-selling opportunities during customer interactions.
- Utilized knowledge of customer experience to create specialized plans for customer retention.
- Built strong customer rapport, leading to increased advocacy and positive word-of-mouth referrals.
Group Supervisor
D. & M. Chua, Inc.
05.2023 - 09.2024
- Supervised childcare workers and oversaw facility to meet state requirements for education and training.
- 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, offering excellent support.
Department Assistant
Temple University
01.2023 - 05.2023
- Provided exceptional customer service by addressing concerns promptly and professionally, leading to increased satisfaction levels.
- Monitored inventory of departmental supplies and replenished items to enable normal operations.
- Contributed to a positive work environment with strong interpersonal skills and proactive teamwork attitude.
Education Specialist
ADAC Child & Family Services
05.2022 - 02.2023
- Established a positive classroom environment, fostering mutual respect and open communication among students.
- Implemented data-driven instruction by regularly assessing student progress and adjusting lesson plans accordingly.
- Developed rapport with students through active listening skills, leading to higher retention rates and positive feedback.
SUPERVISOR
Vedge Restaurant Group
11.2018 - 03.2020
- Ensured meticulous attention to detail in daily operations, leading to consistent high-quality service and improvement in customer satisfaction
FILE CLERK
Immigration Law Office of Gerald Gonzales
05.2017 - 01.2018
- Assisted with document scanning and imaging projects to support accurate file back-up.
- Identified and corrected inconsistencies in filing systems for increased accuracy.
- Confirmed appointments, communicated with clients, and updated client records.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Customer Service Representative
Marshalls
06.2016 - 02.2017
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Effectively balanced multiple responsibilities including cashiering duties handling cash registers during busy periods without compromising quality service delivery.
Customer Service Representative
Delias
03.2015 - 11.2015
- Responded to customer requests for products, services, and company information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company.
Education
BA - PSYCHOLOGY
Temple University
Philadelphia, PA05.2023
Skills
- Bilingual (Spanish & English)
- Office 365
- Clerical
- Administrative support
- Attention to detail
- Time Management
- Billing
- Customer service
- Recruitment
- Active listening
- Documentation
- Critical thinking
- Phone Handling
- Data entry
- De-escalation
- Decision-making
Timeline
BILINGUAL RETENTION SPECIALIST
Charter Communications Inc
12.2024 - Current
Group Supervisor
D. & M. Chua, Inc.
05.2023 - 09.2024
Department Assistant
Temple University
01.2023 - 05.2023
Education Specialist
ADAC Child & Family Services
05.2022 - 02.2023
SUPERVISOR
Vedge Restaurant Group
11.2018 - 03.2020
FILE CLERK
Immigration Law Office of Gerald Gonzales
05.2017 - 01.2018
Customer Service Representative
Marshalls
06.2016 - 02.2017
Customer Service Representative
Delias
03.2015 - 11.2015
BA - PSYCHOLOGY
Temple University
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