HILDA RIVERA
Houston
Summary
Customer service specialist with 7+ years of experience in high-volume call centers and client-facing roles. Known for exceptional communication skills, relationship building, and a proactive approach to issue resolution. Proven ability to boost customer satisfaction and retention through empathetic service and efficient problem-solving. Seeking to apply my experience and leadership potential in a customer-focused environment.
Overview
7
7
years of professional experience
Work History
Call Center Representative (Contract)
FEMA (MANPOWER)
11.2024 - 11.2025
- Handled inbound calls for FEMA, assisting individuals with appeals and application updates.
- Provided clear, empathetic communication to guide callers through available resources.
- Maintained accuracy and confidentiality while managing sensitive information.
Fulfillment Associate (Contract)
AMAZON
06.2023 - 05.2025
- Resolved customer inquiries, contributing to consistently high satisfaction scores.
- Streamlined support processes to reduce response times and improve call efficiency.
- Addressed complex issues with professionalism, ensuring a positive patient experience.
Customer Service Advocate
OAK STREET HEALTH
05.2023 - 06.2024
- Managed high volumes of inbound calls related to health insurance and OTC orders.
- Delivered accurate information and empathetic support to customers.
- Played a key role in improving first-call resolution and team performance metrics.
Customer Service Rep
ALORICA
04.2019 - 02.2023
- Scanned and sorted packages efficiently to ensure accurate and on-time order fulfillment.
- Collaborated with team members to streamline operations and improve productivity.
- Maintained a clean, organized workspace in a fast-paced warehouse environment.
Education
Diploma - undefined
MERCEDES HIGH SCHOOL
Skills
- Customer Service & Inbound Support
- Problem Solving & Conflict Resolution
- Relationship Building
- Time Management & Multitasking
- Team Collaboration
- Verbal & Written Communication
- Call Center Software & CRM Tools
- Bilingual: English & Spanish
Languages
Spanish
Native or Bilingual
Timeline
Call Center Representative (Contract)
FEMA (MANPOWER)
11.2024 - 11.2025
Fulfillment Associate (Contract)
AMAZON
06.2023 - 05.2025
Customer Service Advocate
OAK STREET HEALTH
05.2023 - 06.2024
Customer Service Rep
ALORICA
04.2019 - 02.2023
Diploma - undefined
MERCEDES HIGH SCHOOL