Matthew Rivera
East Orange,NJ
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities. Personable and dedicated Customer Service Representative with extensive experience in customer service industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
5
5
years of professional experience
Work History
Customer Service Specialist
Affiliated Monitoring
Union, NJ
09.2022 - 10.2023
- Answered incoming customer inquiries regarding product and service information.
- Provided assistance to customers in navigating website, placing orders, and resolving complaints.
- Assisted customers with account maintenance such as resetting passwords and updating contact information.
- Maintained a high level of professionalism while interacting with customers via phone or email.
- Collaborated with colleagues from other departments in order to resolve customer concerns quickly.
- Ensured compliance with all applicable laws related to consumer protection regulations.
- Monitored call center queues daily in order to respond promptly to customer inquiries.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Trained new hires on products and services, best practices and protocols to reduce process gaps.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Answered inbound calls, chats and emails to facilitate customer service.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships to encourage repeat business.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Mentored new employees on procedures and policies to maximize team performance.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Referred unresolved customer grievances to designated departments for further investigation.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
Lifeguard
East Orange Recreation Center
East Orange, NJ
06.2018 - 06.2022
- Conducted daily pool maintenance, including testing and adjusting chemical levels.
- Monitored swimmers to ensure safety in the pool area.
- Provided assistance to swimmers of varying skill levels.
- Enforced all safety regulations and posted rules for patrons.
- Assisted with swim lessons for guests and members of the facility.
- Instructed patrons on proper use of diving boards, slides, ladders.
- Inspected rescue tubes and buoys regularly to ensure they are in good condition.
- Observed swimmers from elevated chairs while scanning the entire pool deck.
- Maintained constant surveillance of patrons in the swimming area at all times.
- Educated patrons about safe swimming practices through public announcements.
- Watched over swimmers to respond quickly to distress situations.
- Monitored behaviors for safety violations and took steps to prevent further violations.
- Participated in monthly training courses to stay up-to-date in water rescue techniques.
- Cautioned swimmers regarding unsafe practices and safety hazards.
- Reminded patrons to walk carefully and avoid running around or near pool edges to prevent falls.
Cashier and Restock
BJ's Wholesale
Kearny, NJ
01.2021 - 05.2021
- Greeted customers and answered any questions they had about the store's products and services.
- Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
- Counted money in cash drawer at the beginning of shift to ensure that amounts were correct and have sufficient change.
- Issued receipts, refunds, credits or change due to customers.
- Stocked shelves with merchandise when needed.
- Conducted price checks for special orders or discounts as requested by customers.
- Provided excellent customer service while promoting loyalty programs to increase sales potential.
- Operated cash register or POS system to receive payment by cash, check and credit card.
- Collected payments and provided accurate change.
- Helped customers find specific products, answered questions and offered product advice.
- Discounted purchases by scanning and redeeming coupons.
Education
High School Diploma -
Eagle Academy For Young Men of Newark
Newark NJ06-2022
Skills
- Customer Response
- Customer Complaint Resolution
- Customer Feedback Management
- Inter-Department Collaboration
- Problem Resolution
- Outstanding Communication Skills
- Excellent Written And Oral Communication
- Focused On Customer Satisfaction
References
- Previous Supervisor at Affiliated- Hector (973) 332-9806
- Previous Pool/Life Guard Manager Donald (973) 568-0123
Timeline
Customer Service Specialist
Affiliated Monitoring
09.2022 - 10.2023
Cashier and Restock
BJ's Wholesale
01.2021 - 05.2021
Lifeguard
East Orange Recreation Center
06.2018 - 06.2022
High School Diploma -
Eagle Academy For Young Men of Newark