Marisol Rivera
Mount Prospect,IL
Summary
Customer Service Rep. with 10+ years of experience, seeking a challenging career that utilizes my skills in my area of competence and enriches my knowledge, giving me a change to be part of a team that contributes towards the growth of the organization, thereby yielding the twin benefits of job satisfaction and convenient professional growth. Looking to leverage my knowledge and experience into a role as manager.
Overview
20
20
years of professional experience
Work History
Utility Billing/Customer Service Rep. Team Lead
NTTDATA, INC.
Chicago, IL
05.2014 - Current
- Assist customers via email or phone in understanding all aspects of their water bills
- Explained via email or phone city ordinances pertaining to their water bills
- Provided customers via email or phone any information i.e., duplicate bills, meter reading and consumption profiles
- Assisted with escalations pertaining to billing disputes and incorrect information on water bills such as name changes, new ownership or cover estimates on bills
- Team Lead: Serve as a team lead for the Utility Billing and Customer Service Department
- Monitor workloads and contact levels in order to assist management with agent and workload assignments across customer contact channels
- Assist staff with questions and customers issues being a point of reference and guidance on the floor
- Help to coordinate the resolution of urgent matters and escalations
- Service inbound calls and emails and place outbound calls when necessary to follow-up with customers
- Promote professional, customer centric service to external and internal customers
- Perform all other assigned duties in accordance with Utility Billing and Customer Service as well as NTT DATA policies and procedures and all state and federal regulations.
Floral Clerk
Jewel/Osco
Arlington Heights, IL
08.2022 - 09.2023
- Adhered to safety guidelines when operating machinery such as scissors and knives.
- Checked expiration dates on all products prior to stocking shelves.
- Created unique designs for customers looking for something special.
- Trained new employees in proper handling procedures for fresh cut flowers.
- Ensured high standards of cleanliness and organization throughout the shop.
- Assisted customers with selecting floral arrangements for special occasions.
- Restocked store shelves with new merchandise daily.
- Filled out paperwork related to deliveries and shipments of flowers.
- Placed orders for custom flower arrangements as requested by customers.
- Maintained stock of fresh flowers and plants in the store.
- Provided customer service, including answering questions and addressing complaints.
- Set up displays showcasing various floral arrangements.
- Provided customers with information about proper care of different flowers and plants.
- Processed new flower and greenery shipments by stripping leaves below waterline, cutting new flowers, mixing flower food solutions and filling floral containers with food solutions.
- Cut, arranged and produced flower bouquets and potted perennial plants according to customer specifications.
- Watered plants and cut, conditioned and cleaned flowers and foliage for storage.
- Communicated clearly and effectively with customers to determine type of arrangement desired, occasion and date, time and location for each arrangement needed.
- Set up colorful and inspiring store displays and arrangements.
CUSTOMER SERVICE REP./DISPATCH
Vital Products
Chicago, IL
04.2004 - 05.2014
- CSR: duties were answering a switchboard, taking in referral orders from medical professionals, data entry & insurance verification and creating packing slips for patient’s orders for delivery of medical equipment
- Also answer any questions that patients had in regards to their medical equipment and supplies
- Dispatch: duties were to create itineraries for all drivers and delivery tickets for each daily route
- Follow with drivers to make sure that packages were delivered and turn in all documentations that deliveries were made
- Also reschedule deliveries for incomplete orders, Assisted drivers with driving directions via GPS.
Education
William Howard Taft High School
06.1995
Skills
- Microsoft Office
- Spanish and English
- Typing speed of 45 WPM
- Problem solving
- Team leadership
- Inbound and Outbound Calling
- Complaint Resolution
- Scheduling
- Data Entry
- Appointment Scheduling
- Call Management
- Positive and Professional
Websites
Personal Information
Title: Customer Service Representative Team Lead
Languages
Spanish
Professional
Timeline
Floral Clerk
Jewel/Osco
08.2022 - 09.2023
Utility Billing/Customer Service Rep. Team Lead
NTTDATA, INC.
05.2014 - Current
CUSTOMER SERVICE REP./DISPATCH
Vital Products
04.2004 - 05.2014
William Howard Taft High School
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