Customer Service Representative with top-notch skills in oral and written communication, active listening, and analytical problem-solving. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty.
Hi, I’m
Monica Rivera
Business Administration
Los Alamos,NM
Summary
Overview
20
years of professional experience
Work History
Los Alamos County
Senior Billing and Service Specialist
09.2021 - Current
Job overview
- Ensured accuracy and resolution of discrepancies in utility billing processes, applying meticulous attention to detail and problem-solving skills
- Provided exceptional customer service, addressing inquiries and supporting utility-related needs—coordinated administrative and operational support for various county departments, exhibiting adaptability and multitasking abilities
- Prepared data and financial reports, contributing valuable insights for decision-making processes
- I maintained precise utility records with accurate data input and investigated/resolved billing charges and discrepancies.
- Monitored compliance risks while adhering to safety protocols.
Beaufort County - Auditor
Tax Tech 1
12.2018 - 09.2021
Job overview
- Calculated and created personal property tax bills for various assets, ensuring accuracy and compliance with state regulations
- Processed personal and actual property tax refund claims, addressing taxpayer inquiries and discrepancies via mail, telephone, and email
- Administered Homestead applications and accepted business personal property and rental residential returns, applying tax exemptions and deductions as per regulations
- Maintained accurate records of taxing districts and conducted detail-oriented data entry to ensure data accuracy
- Collaborated with state agencies such as the S.C
- Department of Revenue and S.C
- Department of Motor Vehicles to facilitate tax administration processes.
DEGRAAUW LAW FIRM
Firm Administrator
12.2017 - 09.2018
Job overview
- Generated and submitted billing to significant clients, maintaining accurate records of payments
- Cultivated trusting relationships with insurance adjusters, attorneys, and visitors, delivering excellent customer service
- Coordinated out-of-town travel for attorneys, scheduled meetings, and efficiently directed incoming calls
- Managed day-to-day office operations, including ordering supplies, preparing conference rooms, and handling employee files
- Ensured confidentiality of business expenses and client records while managing the monthly budget and cashing client checks
- Handled client inquiries and complaints, initiated problem resolution, and ensured client satisfaction
- Maintained office cleanliness and organized office breakroom for optimal functionality.
- Maintained personnel records and updated internal databases to support document management.
- Maintained primary relationship accountability for clients, overall servicing responsibility and client satisfaction to maximize profitability of client relationships.
Pecos League Professional Baseball
Head Statistician, Scoreboard & Music
05.2013 - 07.2018
Job overview
- Managed game-day operations as General Manager, overseeing various event management and fan engagement aspects
- Handled end-of-the-night cash sales from tickets and concessions, demonstrating financial management skills and attention to detail
- Maintained accurate player statistics for home games, ensuring live updates were available online
- Curated and played pregame, walk-up, and between-innings music to enhance the atmosphere
- Collected and inputted daily game day lineups into the statistic program, ensuring accurate and accessible data for analysis
- Provided exceptional customer service to fans, promptly addressing inquiries and concerns via various social media platforms
- Collaborated with players and team managers to ensure accurate statistics and meet game-day needs
- Live-streamed games on the website, increasing accessibility and engagement for remote fans.
DOUGHTY ALCARAZ & DEGRAAUW LAW FIRM
Assistant Firm Admin
10.2014 - 12.2017
Job overview
- Cultivated trusting relationships with insurance adjusters and the firm accountant, ensuring effective communication and collaboration
- Delivered excellent customer service to clients, attorneys, and visitors, both over the phone and in person
- Generated and submitted billing to significant clients, including GEICO, State Farm, USAA, and Progressive
- Communicated with insurance adjusters to address billing questions and inquiries, collaborating closely with attorneys to prepare and submit billing entries for approval
- Managed records of incoming mail from various carriers and assisted the firm administrator with daily tasks and responsibilities
- Coordinated office procurement and assisted attorneys with various office-related needs, including scheduling meetings and handling confidential documents
- Managed lunch ordering for clients and attorneys during mediations and meetings, ensuring efficient time management and client satisfaction.
WESLEY KIDS PRESCHOOL AND DAYCARE
Lead Teacher
09.2012 - 10.2014
Job overview
- Supervised a team of assistant teachers, providing guidance and support in classroom management and teaching
- Developed and executed weekly lesson plans catering to young learners' diverse needs and abilities
- Conducted daily observations and assessments on each child, meticulously documenting their progress and achievements
- Generated progress and monthly development reports for each child's portfolio, highlighting their growth and milestones
- Organized and conducted parent-teacher conferences, facilitating open discussions on each child's educational journey
- Ensured classroom organization and cleanliness to create a welcoming and safe learning environment
- Provided attentive supervision to children during activities, prioritizing their safety and well-being
- Led one-on-one and group learning activities, fostering cognitive, social, and emotional development
- Maintained open communication with parents, informing them of their child's progress and strengths.
Education
Santa Fe Community CollegeSanta Fe
Associate of Applied Science from Multicultural Early Childhood Education
05.2020
University Overview
Southern New Hampshire UniversityManchester
Bachelor of Science from Business Administration Concentration in MIS
05.2024
University Overview
Southern New Hampshire UniversityManchester, NH
MBA from Business Administration Concentration Public Admin
12.2025
University Overview
Skills
- Proficiency in MS Office Suite
- Strong interpersonal, verbal, and written communication skills
- Detail-oriented with excellent organizational and time management skills
- Ability to work independently and collaboratively in a team environment
- Experience with social media platforms and technological adaptability
- Data Entry
- Appointment Scheduling
- Technical Support
- Professional telephone demeanor
- Problem-solving abilities
Accomplishments
Accomplishments
- National Honor Society of Leadership and Success
- Graduated with 3.78 GPA
- Supervised a team of 5 staff members.
- Created multiple how-to documents for all staff members to ensure smooth training.
- Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Softball, Crafting, and Camping
Softball, Crafting, and Camping
I have played softball since I was 5 years old. I was the captain of my high school and college softball teams.
In my spare time, I use my laser and Cricut machines to create shirts, cups, earrings, and other products.
I enjoy spending time outdoors with my family and dogs. Fishing and camping are my way of slowing down because life can get so busy.
Timeline
Senior Billing and Service Specialist
Los Alamos County
09.2021 - Current
Tax Tech 1
Beaufort County - Auditor
12.2018 - 09.2021
Firm Administrator
DEGRAAUW LAW FIRM
12.2017 - 09.2018
Assistant Firm Admin
DOUGHTY ALCARAZ & DEGRAAUW LAW FIRM
10.2014 - 12.2017
Head Statistician, Scoreboard & Music
Pecos League Professional Baseball
05.2013 - 07.2018
Lead Teacher
WESLEY KIDS PRESCHOOL AND DAYCARE
09.2012 - 10.2014
Santa Fe Community College
Associate of Applied Science from Multicultural Early Childhood Education
Southern New Hampshire University
Bachelor of Science from Business Administration Concentration in MIS
Southern New Hampshire University
MBA from Business Administration Concentration Public Admin
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