Kelsi Rivera
Duluth,GA
Summary
Customer Service Representative with a solid background in enhancing team performance and customer satisfaction. Proven track record in training staff and managing operations in high-volume environments. Strong communication and organizational skills foster positive team dynamics and service excellence.
Overview
2
2
years of post-secondary education
12
12
years of professional experience
Work History
Shift Supervisor
Starbucks
Lawrenceville, GA
06.2025 - Current
- Supervised daily operations to ensure smooth workflow and customer satisfaction.
- Supervised team of employees, maintaining positive and productive atmosphere to enhance employee experience.
- Trained and mentored new partners in store procedures and customer service standards.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Managed inventory levels to maintain stock availability and minimize waste.
- Oversaw cash handling processes to ensure accuracy and compliance with policies.
- Oversaw food preparation, production and presentation according to quality standards.
- Consistently maintained high levels of cleanliness, organization, storage and sanitation of food and beverage products to ensure quality.
- Delegated work to staff, setting priorities and goals.
Client Service Manager
Banfield Pet Hospital
Suwanee, GA
01.2022 - 08.2025
- Managed client relationships to ensure high satisfaction and loyalty.
- Coordinated office schedules by setting appointments and proactively contacting clients about upcoming visits to enhance service experience.
- Collaborated with veterinary teams to align client needs with services offered.
- Coordinated office schedules, including setting appointments and reaching out to clients about upcoming visits.
- Handled all face-to-face guest interactions and telephone calls for busy veterinary practice.
- Greeted clients and patients arriving for appointments and escorted into exam room to obtain weight and vital signs.
- Cultivated strong client relationships to enhance satisfaction and loyalty. to ensure high satisfaction and loyalty.
- Addressed client inquiries and concerns to provide timely assistance. and concerns in a timely manner.
- Answered telephones, distributed mail and faxes, and prepared patient files.
Customer Service Agent
On Campus Marketing LLC
Chambersburg, PA
10.2020 - 12.2021
- Utilized active listening and communication skills to resolve customer inquiries and escalate complex issues to supervisor for timely resolution.
- Handled high volume of customer calls in fast-paced environment.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- De-escalated customer concerns by maintaining calm, friendly demeanor and providing effective solutions.
- Analyzed account and service histories to pinpoint trends and issues.
Shift Supervisor
Starbucks
Buford, GA
08.2014 - 10.2020
- Assigned tasks to associates based on skill levels to improve store performance
- Managed shifts in the absence of store manager to deliver excellent customer service.
- Implemented operational procedures to enhance store performance and compliance.
- Coached, mentored and trained team members in order to improve their job performance.
- Coached and trained team members, enhancing job performance and team cohesion
- Supervised team, fostering a positive atmosphere to improve employee engagement
- Consistently maintained high levels of cleanliness, organization, storage and sanitation of food and beverage products to ensure quality.
- Assigned specific tasks to staff members to ensure efficient workflow., setting priorities and goals.
Education
Associate's - Business
University of North Georgia
Gainesville, GA 08.2019 - 12.2021
Skills
- Customer service
- Guest Services
- Team management
- Team supervision
- Leadership
- Management
- Retail management
- Store management
- Inventory management
- Customer relationship management
- Account management
- Microsoft Office
- Microsoft Excel
- Organizational skills
- Time management
- Communication Skills
Timeline
Shift Supervisor
Starbucks
06.2025 - Current
Client Service Manager
Banfield Pet Hospital
01.2022 - 08.2025
Customer Service Agent
On Campus Marketing LLC
10.2020 - 12.2021
Associate's - Business
University of North Georgia
08.2019 - 12.2021
Shift Supervisor
Starbucks
08.2014 - 10.2020