Luz Rivera
Zephyrhills,FL
Summary
Customer service management professional experienced with inbound and outbound customer service and collections. Team player with exceptional listening and critical thinking skills. Personable personality that helps avoid call escalations. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Customer Service Manager
Wendy's
08.2021 - Current
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained a professional, organized, and safe environment for employees and patrons.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Onboarded new employees with training and new hire documentation.
- Improved safety procedures to create safe working conditions for workers.
- Opened and closed locations and monitored shift changes to uphold successful operations strategies and maximize business success.
- Defined clear targets and objectives and communicated to other team members.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
Provider
Daycare
01.2008 - 08.2021
- Ensuring the children have good hygiene and changing diapers as necessary
- Cleaning interactive areas throughout the day
- Preparing meals and snacks for the kids
- Organizing activities and developing curriculum for older children
- Developing a schedule for the children to maintain throughout the day
- Keeping records of each child’s progress, interests and any problems that may occur
- Maintaining contact with the children’s parents and contacting them in the case of an emergency
- Monitored children's activities to verify safety and wellbeing.
- Read stories, sang songs and facilitated creative play.
Lab Technician
Insight House
01.2005 - 01.2007
- Performing routine laboratory functions to support scientific experiments and investigations
- Setting up, testing, adjusting, calibrating and maintaining laboratory equipment and apparatus such as titrators, pH meters and centrifuges
- Recording, analysing and writing reports, reviews and summaries on the findings of experiments and trials
- Collecting and preparing samples, solutions, cultures and specimens and ensuring safe disposals of waste
- Enforcing strict health and safety regulations
- Staying up to date with relevant scientific developments that can improve the efficiency of lab operations
Education
Some College (No Degree) - Human Services
SUNY Empire State College
Albany, NYGED -
GED
Online08.2007
Skills
- Verbal and Written Communication
- Pitch Books
- Customer Relationship Management (CRM) Software
- Employee Coaching and Mentoring
- Microsoft Excel
Certification
CPR Certification
First Aid Certification
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Manager
Wendy's
08.2021 - Current
Provider
Daycare
01.2008 - 08.2021
Lab Technician
Insight House
01.2005 - 01.2007
Some College (No Degree) - Human Services
SUNY Empire State College
GED -
GED
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