Summary
Overview
Work History
Education
Skills
Timeline
LUZ RIVERA

LUZ RIVERA

Lakeland,Florida

Summary

Organized and dependable customer service professional seeking a position in which my 9 + years of experience and communication skills combined with my problem-solving skills can be useful in serving customers. Capable of handling multiple tasks in a fast-paced environment and willing to take on added responsibilities to meet team goals.

Overview

13
13
years of professional experience

Work History

Answering Service Operator

BIG Messages LLC
West Caldwell , New Jersey
08.2015 - Current
  • Managed a consistently high volume of both medical and non-medical emergency phone calls and connected callers with appropriate professionals.
  • Conveyed verbal and written messages to physicians, on-call technicians, attorneys at law and maintenance companies.
  • Professional and courteous phone managing of over 1,000 different accounts.
  • Investigated and resolved customer inquiries and complaints in an empathetic manner.
  • Proven success in escalating calls and diffusing tense callers.
  • Assisted colleagues with achieving task requirements, aiding team productivity and performance.

Trainer

Big Messages LLC
West Caldwell, NJ
10.2019 - Current
  • Mentored new hires, resulting in stronger staff development and increased productivity.
  • Educated new employees on proper use of products and systems.
  • Prepared learning materials on companies policies and programs.
  • Utilized interpersonal skills to foster relationships with company's new hires.
  • Tracked attendance and evaluated progress for assigned trainees.

Customer Service Representative

JCPenney
07.2012 - 01.2013
  • Answered high volume flow of customer calls with minimal wait times.
  • Identified and assessed customers needs to achieve satisfaction.
  • Delivered exceptional customer service to every customer by leveraging knowledge of products and services and creating welcoming, positive experiences.
  • Met customer service team sales targets and call handling quotas.
  • Handled customer complaints, provided appropriate solutions and alternatives within time limits; followed up to ensure resolution.
  • Provided accurate, valid, and complete information by using the right methods/tools.

Cashier

Chipotle Restaurant
Columbus, Ohio
11.2010 - 05.2012
  • Worked flexible schedule and extra shifts to meet business needs.
  • Built relationships with customers to encourage repeat business.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
  • Assisted customers with returns, refunds and resolving transaction issues.
  • Learned duties for various positions and provided backup at key times.
  • Worked with floor team and managers to meet wide range of customer needs.

Education

Associate of Applied Science - Church Leadership

Valor Christian College, Canal Winchester, OH
2013

High School Diploma - undefined

Paterson Adult Continuing Education, Paterson, New Jersey
2007

Skills

  • Bilingual ( English & Spanish )
  • Efficient in Microsoft Office Programs
  • Excellent administrative and communication skills
  • Staff development and team training experience
  • Excels under pressure and fast paced environments

Timeline

Trainer - Big Messages LLC
10.2019 - Current
Answering Service Operator - BIG Messages LLC
08.2015 - Current
Customer Service Representative - JCPenney
07.2012 - 01.2013
Cashier - Chipotle Restaurant
11.2010 - 05.2012
Valor Christian College - Associate of Applied Science, Church Leadership
Paterson Adult Continuing Education - High School Diploma,
LUZ RIVERA