Michael Rivera
Hollywood,FL
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
17
17
years of professional experience
Work History
Customer Service Advocate
VXI Global Solutions LLC
09.2023 - Current
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Managed 60+ call volume during peak hours, prioritizing urgent cases while maintaining attention to detail.
- Maintained a positive work environment, fostering team collaboration and continuous improvement.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Enhanced customer satisfaction by promptly addressing and resolving inquiries and issues.
- Developed comprehensive knowledge of company products and services to provide accurate information to customers.
- Collaborated with cross-functional teams to address complex customer issues and improve overall experience.
- Responded to customer requests for products, services, and company information.
- Met customer call guidelines for service levels, handle time and productivity.
Real Estate Assistant
Nancy Castro
12.2016 - 12.2022
- Coordinated appointments to show marketed properties.
- Preparing correspondence, scheduling meetings, and making travel arrangements.
- Maintained efficient office operations by handling errands and administrative functions.
- Managed filing system, entered data and completed other clerical tasks.
- Ordering supplies, preparing and distributing marketing materials.
Customer Service Rep
Home Depot
01.2014 - 12.2016
- Handling returns and Refunds.
- Placing and tracking special orders.
- Assisting customers with online purchases and finding products in store.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Provided primary customer support to internal and external customers.
Photographers Assistant/ Lighting
Creative Light Studios
03.2012 - 12.2012
- Setup.
- Extra photographer for shoots.
- Photo editing.
- Customer service.
- Sales.
- Equipment upkeep.
- Scanned photographs into computers for editing, storage and electronic transmission.
- Digitally edited photos to enhance appearance.
- Scheduled and booked locations for photo shoots, working collaboratively with clients and contacts.
Sales Representative/Retail
Macys
09.2010 - 01.2012
- Processed applications for store credit cards.
- Display and fitting room upkeep.
- Handled cash and other forms of payment.
- Assisted customers in finding clothing items suitable for there needs.
- Reported and observed customers for loss prevention.
- Processed returns and exchanges of merchandise.
- Welcomed customers and provided assistance in locating and purchasing products.
- Increased sales by offering advice on purchases and promoting additional products.
- Offered each customer top-notch, personal service to boost sales and customer satisfaction.
- Recommended merchandise to customers based on needs and preferences.
- Helped customers complete purchases, locate items and join reward programs.
Team Member of Americore
Red Cross Americore Program
03.2009 - 12.2009
- Conducted public disaster safety seminars.
- Maintained Fleet of E.R.V’s (Emergency Response Vehicles).
- Provided hydration and nourishment for police and fire during large scale disasters.
- Kept an up to date timesheet of all activates.
- Ordered and restocked the vehicles as needed.
- Responded to house fire aftermaths as part of the Disaster Action Team.
Tier 1 Technical Support Representative
Electronic Data Solutions
01.2008 - 12.2008
- Tier one Tech support/ Continental Airlines.
- Unlocked staff passwords.
- Troubleshooting of Bagger and ticket printers via mainframe.
- Troubleshooting for airport ticket counter’s to the main Continental server.
- Setting up emails for new workers.
- Coding and troubleshooting in the Shares A software.
- Configured hardware, devices and software to set up work stations for employees.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
Education
Some College (No Degree) - Computer Electronics
Robert E. Morgan Education Center
Miami, FLAssociate of Arts - General Studies
Miami Dade College
Miami, FL01.2015
Diploma - undefined
Sunset Senior High
Miami, Fl2001
Skills
- Courteous with Strong Service Mindset
- Creative Problem Solving
- De-escalation Techniques
- Needs Assessment
- Call Documentation
- Responding to Difficult Customers
- Customer Data Confidentiality
- Order and Refund Processing
Problem-solving abilities
Appointment Setting
Professional telephone demeanor
Payment handling
Timeline
Customer Service Advocate
VXI Global Solutions LLC
09.2023 - Current
Real Estate Assistant
Nancy Castro
12.2016 - 12.2022
Customer Service Rep
Home Depot
01.2014 - 12.2016
Photographers Assistant/ Lighting
Creative Light Studios
03.2012 - 12.2012
Sales Representative/Retail
Macys
09.2010 - 01.2012
Team Member of Americore
Red Cross Americore Program
03.2009 - 12.2009
Tier 1 Technical Support Representative
Electronic Data Solutions
01.2008 - 12.2008
Diploma - undefined
Sunset Senior High
Some College (No Degree) - Computer Electronics
Robert E. Morgan Education Center
Associate of Arts - General Studies
Miami Dade College
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