Summary
Overview
Work History
Education
Skills
Timeline
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Kelly Rivera

Summary

Dynamic Customer Care Officer with a proven track record at Rentokil, enhancing client satisfaction through effective complaint handling and personalized service. Skilled in CRM software and data management, I excel in fostering strong relationships, driving repeat business, and maintaining professionalism in high-pressure situations. Committed to performance improvement and customer retention.

Professional with experience in customer service and support, skilled in communication, problem-solving, and conflict resolution. Strong focus on team collaboration and achieving results, adaptable to changing needs. Known for empathy, and customer-centric approach. Proficient in managing inquiries, handling complaints, and ensuring customer satisfaction.

Overview

13
13
years of professional experience

Work History

Customer Care Officer

Rentokil
06.2023 - Current
  • Improved customer satisfaction by promptly addressing inquiries and resolving issues.
  • Developed strong relationships with customers, leading to increased repeat business.
  • Maximized customer retention by providing personalized assistance and tailored recommendations.
  • Handled difficult situations calmly, maintaining professionalism at all times.

Cashier

Home Depot
01.2023 - 06.2023
  • Greeted customers entering store and responded promptly to customer needs.
  • Welcomed customers and helped determine their needs.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
  • Helped customers complete purchases, locate items, and join reward programs.

Operations Assistant

Rentokil
01.2020 - 12.2022
  • Solved problems timely and effectively, ensuring customer satisfaction.
  • Managed day-to-day department operations with effective workflow coordination.
  • Assisted operations manager with planning of routine operations and special projects.
  • Supported daily operations by organizing office spaces for maximum functionality and ease of use.
  • Provided administrative support with accurate document preparation and data entry.
  • Collaborated with cross-functional teams to achieve project goals within specified timelines.

Customer Care Representative

Duluth Trading
03.2018 - 11.2019
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Managed high call volume with exceptional professionalism and efficiency.
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Assisted call-in customers with questions and orders.
  • Maintained a high level of product knowledge to provide accurate information and support to customers.

Sales Representative

VXI
11.2017 - 03.2018
  • Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
  • Generated additional sales opportunities with upselling and cross-selling techniques.
  • Expanded customer base through relationship building.
  • Increased sales revenue by identifying and targeting high-potential accounts.

Customer Service Representative

Suddenlink
07.2016 - 01.2017
  • 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.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.

Customer Account Representative

AIG Retirement Services
11.2015 - 05.2016
  • Increased client retention, consistently maintaining strong relationships with key accounts.
  • Devised tactics to grow customer base and boost sales.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Facilitated successful account transitions during employee turnover periods by thoroughly documenting all pertinent details and ensuring seamless handoffs between representatives.

EDI Analyst

Caprock Health Group
02.2012 - 06.2015
  • Ensured compliance with industry standards, researching updates to the ANSI X12 format as needed.
  • Streamlined EDI processes for increased productivity with detailed documentation and standard operating procedures.
  • Collaborated with cross-functional teams to ensure seamless integration of new EDI systems and partners.
  • Managed multiple projects simultaneously, prioritizing deadlines and effectively allocating resources as needed.
  • Contributed to the development of training materials for employees transitioning into roles that required familiarity with EDI concepts or responsibilities.
  • Developed comprehensive testing plans for validating incoming and outgoing EDI transactions, ensuring accuracy and reliability.
  • Coordinated successful migrations to new platforms or software versions, minimizing potential disruptions to business operations.
  • Tracked files from origin to destination and troubleshot errors.

Education

Diploma - Information Specialist

Vista College
Lubbock, TX
05-2011

Skills

  • Complaint handling
  • Call center experience
  • CRM software
  • Well-organized
  • Performance improvement
  • Customer service background
  • Payment processing
  • Data entry
  • Computer skills
  • Teamwork and collaboration
  • Data management

Timeline

Customer Care Officer

Rentokil
06.2023 - Current

Cashier

Home Depot
01.2023 - 06.2023

Operations Assistant

Rentokil
01.2020 - 12.2022

Customer Care Representative

Duluth Trading
03.2018 - 11.2019

Sales Representative

VXI
11.2017 - 03.2018

Customer Service Representative

Suddenlink
07.2016 - 01.2017

Customer Account Representative

AIG Retirement Services
11.2015 - 05.2016

EDI Analyst

Caprock Health Group
02.2012 - 06.2015

Diploma - Information Specialist

Vista College

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