Micaela Rivera
Ankeny,IA
Summary
Driven to exceed sales goals and build long term relationships with customers. Delivers positive experiences through high-quality customer care. Excellent communicator with demanding call center environment as a Customer Service Representative. Quality Control successful at exceeding production, revenue and quality standards through effective leadership and cross-training. Manufacturing operations with consistent success in achieving revenue, cost, productivity and delivery goals.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Senior Office Coordinator
Keurig Dr. Pepper Snapple Group
07.2022 - 07.2023
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Maintained office supplies inventory by checking stock and ordering new supplies.
- Interacted with customers by phone, email, or in-person to provide information.
- Supported HR by completing new hire orientation, incident reports and benefits paperwork on behalf of office employees.
- Assisted customers with returns, refunds and resolving transaction issues.
- Reconciled cash drawer at start and end of each shift, accounting for errors, and resolving discrepancies.
Lead Customer Service Representative
Co-op Financial Service
12.2017 - 11.2019
- Trained, oversaw and mentored new team members to strengthen performance and job expertise.
- Planned schedules and workflows based on expected customer demands.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Boosted team spirit and performance by communicating clear service expectations and quality goals to each team member.
- Reviewed associate performance each customer call to identify training needs.
- Conferred with customers about concerns with products or services to resolve problems and drive sales.
- Conferred with senior management to handle and correct disciplinary or knowledge issues.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.
- Engaged clients in person and over phone to answer questions and address complaints.
- Helped operators handle incoming calls and managed escalated needs with targeted resolutions.
- Answered average of 160 calls, emails per day, addressing customer inquiries, solving problems and providing product information.
- Maintained up-to-date knowledge of product and service changes.
- Provided accurate information about promotions, customer programs and products, helping drive high customer retention.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
Quality Assurance Supervisor
Katecho, Inc.
05.2015 - 05.2017
- Investigated and implement ideas for quality improvement, increased productivity and cost reduction.
- Successfully managed production activities so all orders were shipped on time.
- Managed documentation of and training on production procedures and work instructions.
- Verified that all process control parameters were being documented and followed at all times.
- Immediately addressed all expired product dispositions.
- Recommended and executed quality improvements for production and product quality.
- Maintained up-to-date knowledge and information about technology and plant management best practices.
- Prepared and interpreted reports, complete with comprehensive analysis of testing and results, for development team
- Tested and operated mixers to confirm correct calibration while scheduling routine, preventive and reparative maintenance to maintain production workflows and achieve production output benchmarks
- Kept inspection journals and daily summary logs as required
- Routinely tested products to align temperature, specifications and ingredient levels with best practices and quality standards
- Educated employees on specific QA standards and confirmed maintenance of standards
- Performed standard inspection of first article, first pallet and random sampling inspection to customer standards.
- Completed over 200 inbound calls per shift.
Retail Sales Representative
U.S. Cellular by Cellular Advantage
10.2013 - 10.2014
- Greeted customers entering store to ascertain what each customer wanted or needed.
- Earned management trust by serving as key holder, responsibly opening and closing store.
- Provided elevated customer experience to generate loyal clientele.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Answered product questions with up-to-date knowledge of sales and store promotions.
- Engaged clients in person and over phone to answer questions and address complaints
- Maintained up-to-date knowledge of product and service changes
- Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas
- Promoted available products and services to customers during service, account management and order calls
- Increased monthly sales 20% by recommending seasonal promotions, including buy one get one sales, rebates and limited time offers
Bank Teller And Customer Service Representative
EZ Money Check Cashing
12.2011 - 09.2012
- Processed quarterly Vault and ATM audits with zero error rate.
- Coordinated daily cash reconciliation at high-volume location.
- Collected member loan payments.
- Sold cashier's checks, traveler's checks and money orders.
- Answered approximately 50 telephone inquiries on banking products including checking, savings, loans and lines of credit.
- Maintained friendly and professional customer interactions.
Front Office Receptionist
May Goodrell Middle School
08.2008 - 01.2009
- Solicited feedback through questionnaires to evaluate levels of guest satisfaction.
- Delivered messages, mail and packages left for facilities in timely manner.
- Greeted and welcomed all Students and Parents with smiles.
Education
High School Diploma -
Lincoln High School
Des Moines, IA01.2009
Cosmetology - Cosmetology
La' James International College
Johnston, IA2010
Skills
- Front desk experience
- Quality assurance
- Team building
- Proficient in cash management
- Shipping and receiving professional
- Trusted key holder
- Creative problem solver
- Exceptional communication skills
- Quick learner
- Strong client relations
- Customer Service
- Good telephone etiquette
- Supervision
- Training & Development
Certification
- First Responder, CPR and AED certifications.
Timeline
Senior Office Coordinator
Keurig Dr. Pepper Snapple Group
07.2022 - 07.2023
Lead Customer Service Representative
Co-op Financial Service
12.2017 - 11.2019
Quality Assurance Supervisor
Katecho, Inc.
05.2015 - 05.2017
Retail Sales Representative
U.S. Cellular by Cellular Advantage
10.2013 - 10.2014
Bank Teller And Customer Service Representative
EZ Money Check Cashing
12.2011 - 09.2012
Front Office Receptionist
May Goodrell Middle School
08.2008 - 01.2009
High School Diploma -
Lincoln High School
Cosmetology - Cosmetology
La' James International College
- First Responder, CPR and AED certifications.
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