Summary
Overview
Work History
Education
Skills
Timeline
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Michelle Rivera

Bilingual Customer Service Representative
Creedmoor,United States

Summary

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.

Overview

5
5
years of professional experience
4
4
years of post-secondary education

Work History

Customer Service Representative

Target
12.2021 - Current
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Processed customer adjustments to maintain financial accounts.
  • Provided primary customer support to internal and external customers.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Responded to customer requests for products, services and company information.
  • Processed orders, credits and tracked returns.
  • Identified and responded to customer requests and concerns through email, online chat and phone for both English and Spanish-speaking customers.

Problem Solver

Amazon
08.2021 - 12.2022
  • Gathered and designed technical specifications to solve customer needs.
  • Supported and developed processes and systems to facilitate quick responses to customers.
  • Used logic and imagination to analyze situations and develop intelligent solutions.
  • Searched for opportunities to improve or incorporate ways to serve, create and operate.
  • Improved business process support and optimization through continuously improved toolset.
  • Researched and extracted data to complete tasks.
  • Completed supporting documentation for testing procedures, data capture forms, equipment logbooks and inventory forms.

Lead Fulfilment Associate

Amazon
07.2020 - 05.2022
  • Reviewed daily queue report to confirm all orders were processed within shipping system as scheduled.
  • Unloaded incoming trucks and properly staged inventory for processing.
  • Maintained compliance with company safety policies and called violations to attention of management.
  • Inspected physical condition of warehouse and equipment and implemented any repairs, improvements or replacements as necessary.
  • Cross-trained new associates on picking and filling orders for warehouse products.
  • Collaborated effectively with coworkers on initiatives focused on achieving measurable improvements in production quality and workflow.

Lead Cashier

HomeGoods
05.2018 - 07.2019
  • Helped customers complete purchases, locate items and join reward programs.
  • Mentored new team members on sales software system operation.
  • Facilitated and logged store opening, closing and shift changes.
  • Answered customer questions and helped find specific items.
  • Managed staffing levels to provide optimal support for cash register operations.
  • Maintained customer satisfaction with quick and professional handling of product returns.
  • Resolved customer complaints and maintained clean and tidy checkout area.
  • Answered product questions using knowledge of sales and store promotions.

Education

Wake Technical Community College
Raleigh, NC
01.2019 - Current

Skills

Professional telephone demeanor

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Timeline

Customer Service Representative

Target
12.2021 - Current

Problem Solver

Amazon
08.2021 - 12.2022

Lead Fulfilment Associate

Amazon
07.2020 - 05.2022

Wake Technical Community College
01.2019 - Current

Lead Cashier

HomeGoods
05.2018 - 07.2019

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Michelle RiveraBilingual Customer Service Representative