Mariah Rivera
Spring,TX
Summary
Dedicated customer service and call center leader with a record of tackling complex business challenges and exceeding results. Extensive knowledge of energy industry. Deep proficiency in mathematics, critical thinking, and delivering world class customer service. Quickly acquiring competency in all products and transactions while readily and positively adapting to change.
Overview
6
6
years of professional experience
Work History
Customer Service Phone Agent
Veterans Evaluation Services
Houston, TX
12.2022 - 04.2023
- Provided outstanding support to fellow team members, fostering a collaborative work environment and boosting overall performance.
- Participated in ongoing training programs, staying up-to-date on company policies and offerings.
- Conducted thorough research to provide accurate information to customers regarding their questions or concerns.
- Maintained high levels of first-call resolution, swiftly identifying customer issues and providing appropriate solutions.
- Maintained patient confidentiality by strictly adhering to HIPAA regulations while handling sensitive personal information.
- Enhanced patient satisfaction by efficiently scheduling appointments and managing cancellations.
- Developed strong relationships with clients through effective communication and excellent customer service.
Call Center Trainer
Energy Service Experts
Houston, TX
06.2022 - 10.2022
- Consistently received positive feedback from both trainees and managers on the effectiveness of my training sessions.
- Incorporated real-life case studies into lessons, providing practical examples of call center challenges and effective solutions.
- Improved overall call center performance by identifying skill gaps and providing targeted training solutions.
- Established a supportive learning environment that fostered open communication and encouraged active participation from all trainees.
- Conducted regular assessments and evaluations of trainees to track learning progress and make necessary adjustments.
- Evaluated the impact of various training methods on employee performance, refining techniques accordingly for optimal results.
Billing Team Lead
Spruce Power
03.2021 - 10.2022
- Provided System Management support and supervision of daily Call Center Operations
- Let initiatives, team building events and provided compiled daily reporting for organization recognition programs
- Manage, Licensed Advisors, Mentors, Quality Assurance, and Client Services Agents
- Approved and developed script for all Call Center Departments to improved client experience
- Improved employee performance, training, assigned leads daily, schedule staff based on call center forecasts
- Increased retention by ensuring quality responses and prompt resolutions to all Client Services inquiries
- Monitor daily Call Metrics for all Call Centers, off phone ticket management, Client Support Email, and written customer engagement
- Created and maintained a positive, respectful work environment for department staff.
Escalation Specialist
Energy Service Experts
Houston, TX
12.2020 - 10.2022
- Resolved customer complaints by effectively managing escalations and addressing concerns in a timely manner.
- Coordinated with other departments to gather necessary information and resources for the successful resolution of escalated cases.
- Developed customized action plans for each escalated case, ensuring tailored solutions that addressed clients'' unique needs.
- Fostered strong relationships with clients by consistently demonstrating empathy, understanding, and dedication to resolving their concerns satisfactorily.
- Contributed to a positive work environment by mentoring junior staff members on effective escalation management techniques.
Billing Specialist
Energy Service Experts
Houston, TX
03.2020 - 10.2022
- Assisted with billing inquiries and provided timely responses to enhance customer satisfaction.
- Researched and resolved billing discrepancies to enable accurate billing.
- Provided excellent customer service, developing and maintaining client relationships.
- Monitored customer accounts to identify and rectify billing issues.
- Identified, researched, and resolved billing variances to maintain system accuracy and currency.
- Contacted clients with past due accounts to formulate payment plans and discuss restructuring options.
- Worked with multiple departments to check proper billing information.
- Assisted colleagues in resolving complex billing issues, promoting teamwork and knowledge sharing within the department.
- Prepared itemized statements, bills, or invoices and recorded amounts due for items purchased or services rendered.
- Collaborated with the collections team to recover overdue payments from clients, maintaining cash flow and minimizing writeoffs.
Customer Support
Sam’s Club
06.2020 - 03.2021
- Customer Service
- Communication
- Time Management
- Attention to Detail
- Sales Skills
- Top Rated Credit Card, Upgrade, and Sales associate
- I am a front-end cashier with duties that include greeting customers, scanning merchandise, operating cash registers, securing payments, adding customer upgrades and credit card applications, and checking customer receipts as exiting the store.
Customer Support
Stripes Convenience Stores
01.2020 - 06.2020
- Cooperate with Customer Service Department, Sales Department, and Operations to develop, implement, and identify best practices to enhance business operations, customer service, and sales
- Strong team player
- Outgoing and friendly personality
- Interacts well with customers
- Good at problem-solving
- Reports staff issues promptly to management
- Resolved customer complaints tactfully
- Fulfilled shift duties to include ringing up sales, bagging items, requesting price checks, honoring coupons, collecting payment, and giving appropriate change
- Responsible for counting the contents of the cash register drawer at the end of each shift, maintaining receipt, and balance all monies at the end of my shift.
Customer Support
HEB
10.2017 - 10.2019
- Cheerful and Energetic
- Effective Team Player
- Flexible
- Customer Oriented
- Speed Of Service
- Bar Code Scanning
- Product Knowledge
- Time Management
- Provides superior customer service; looks for ways to go above and beyond for our Customers
- I answered product-related questions for customers and offered additional or alternative products and services with the ability to work in a fast-paced environment while keeping focused on the Customer
- I was dependable while paying attention to detail
- I have a heart for people, a head for business, and a passion for results while being courteous, energetic, and helpful.
Education
General
Andy Dekaney High School
Houston, TX01.2019
Skills
- Leadership
- Proficient in Microsoft Office Suite
- Decision-Making/Problem-Solving Skills
- Data Processing Skills/Critical Thinking
- Customer Service Experience/Trainer
- Complaints
- Planning and Organizing
- Time Management
- Escalations/ Staff Inquiry/ Research
- Self-Motivated
- CIS/CRM System Knowledge: Zendesk, CSS, Bloodhound
Professional References
- Lauren Cook, HOST Supervisor, Spruce Power, (281) 687-6501
- Hannah Organ, Human Resource Manager, Keystone Advisors, (979) 557-4754
- Rachel Rodriguez, VP of Operations, Brooklet Energy Distributions, (832) 684-6399
- Peggy Dodson, Supervisor, Keystone Advisors, (904) 599-2071
Timeline
Customer Service Phone Agent
Veterans Evaluation Services
12.2022 - 04.2023
Call Center Trainer
Energy Service Experts
06.2022 - 10.2022
Billing Team Lead
Spruce Power
03.2021 - 10.2022
Escalation Specialist
Energy Service Experts
12.2020 - 10.2022
Customer Support
Sam’s Club
06.2020 - 03.2021
Billing Specialist
Energy Service Experts
03.2020 - 10.2022
Customer Support
Stripes Convenience Stores
01.2020 - 06.2020
Customer Support
HEB
10.2017 - 10.2019
General
Andy Dekaney High School