Summary
Overview
Work History
Education
Skills
References
Timeline
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Kayla Rivera

Kayla Rivera

San Antonio,TX

Summary

Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively. Driven Dispatcher with excellent leadership and problem-solving abilities. Highly organized and proactive with solid understanding of scheduling actions, adjusting routes and prioritizing issues. Dedicated to efficiency and reliability in personal work and collaborative projects. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Overview

12
12
years of professional experience

Work History

Secretary

Starlight Roofing, Fencing, and Remodeling
01.2012 - 01.2021
  • I served as a quality-focused secretary committed to approaching administrative tasks
  • Scheduled appointments with new and existing customers
  • Made legal and sales documentation needed for insurance companies
  • Helped drive sales goals and achieve monthly quotas
  • Entered numerical data into the database in an accurate and timely manner
  • Ordered all material needed to complete the job from start to finish.

Customer Service Representative II

PNC Bank
12.2021 - Current
  • Developed customer service policies and procedures to meet and exceed industry service standards.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Utilized customer service software to manage interactions and track customer satisfaction.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Tracked customer service cases and updated service software with customer information.

Education

Certified Phlebotomy Technician -

National Healthcareer Association
06.2021

Certificate of Completion -

Phlebotomy (60 hours)
San Marcos, TX
06.2021

Certified Business Communicator -

CERTIPORT
05.2021

High School Diploma -

San Antonio Technology Academy
San Antonio, TX
06.2011

Skills

  • Keen attention to detail to ensure proper collection and labeling of all blood samples
  • Decontaminate the puncture site
  • Deliver kind and attentive service to patients of all ages
  • Proficient in MS Office, Excel and PowerPoint
  • Order of Draw & Assemble Equipment
  • Materials Transport
  • Decision-Making
  • Problem-Solving
  • Account updating
  • Professionalism
  • Computer Skills
  • Call center experience
  • Organization and Time Management
  • Troubleshooting
  • Analytical and Critical Thinking
  • Self-Directed
  • Clerical Support
  • Flexible and Adaptable
  • PPE use
  • Research
  • Customer Service

References

  • Stephanie Alvarado, Friend, 210.838 3553
  • Patricia Zapata, Phlebotomy Instructor, 512.227.4641, patriciazapata33@yahoo.com
  • Irma Miller, Starlight Roofing Owner, 210.707.1024, Irmadestiny2@gmail.com
  • Stephanie Brew . Friend. 254.450.4340

Timeline

Customer Service Representative II

PNC Bank
12.2021 - Current

Secretary

Starlight Roofing, Fencing, and Remodeling
01.2012 - 01.2021

Certified Phlebotomy Technician -

National Healthcareer Association

Certificate of Completion -

Phlebotomy (60 hours)

Certified Business Communicator -

CERTIPORT

High School Diploma -

San Antonio Technology Academy

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Kayla Rivera