Nina Ribeiro
Stoughton
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, ad providing customized solutions to build loyalty.
Overview
17
17
years of professional experience
Work History
Party Manager
Jam Time
Norwood, MA
09.2023 - Current
- Coordinated party logistics, ensuring seamless event execution and customer satisfaction.
- Developed creative themes and activities tailored to diverse client preferences.
- Trained staff on best practices for party management and guest engagement strategies.
- Oversaw inventory management, optimizing supply usage for various events.
- Mentored junior staff members, promoting teamwork and enhancing overall performance.
- Developed strong relationships with clients, fostering trust and loyalty for repeat business opportunities.
- Coordinated schedules and timelines for events.
Call Center Representative
Mass General
Somerville, MA
11.2020 - Current
- Managed high-volume inbound calls, providing exceptional customer service and resolving inquiries efficiently.
- Implemented process improvements that enhanced call resolution times and increased customer satisfaction rates.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Provided exceptional customer service, ensuring satisfaction through effective communication and problem-solving skills.
Front Desk Part-Time Associate
Stoughton Public Library
Stoughton, MA
07.2013 - 05.2023
- Managed daily operations of library services, ensuring efficient workflow and resource allocation.
- Developed and implemented community outreach programs to enhance public engagement with library resources.
- Trained and mentored new staff on library systems and customer service best practices.
- Oversaw cataloging processes, ensuring accuracy and consistency in the organization of materials.
- Enhanced operational efficiency, implementing new software tools across departments.
- Facilitated training sessions for new employees, ensuring smooth a smooth onboarding process.
- Collected, arranged, and input information into the database system.
Store Supervisor
TD Bank
Mansfield, MA
01.2012 - 03.2018
- Supervised daily operations to ensure compliance with banking regulations and policies.
- Trained and mentored staff on customer service excellence and product knowledge.
- Developed training materials to streamline onboarding processes for new hires.
- Evaluated staff performance regularly, providing constructive feedback to foster professional growth.
- Supervised daily operations by directing customer service, inventory and sales operations.
- Handled escalated customer complaints professionally, offering appropriate resolutions to ensure satisfaction and maintain positive brand reputation.
- Supervised associates by providing direction and instruction for stocking shelves, rotating stock, and receiving deliveries.
- Developed a positive work environment by fostering teamwork, providing regular feedback, and acknowledging employee accomplishments.
- Achieved sales targets consistently by motivating the team through incentive programs and personalized coaching sessions.
- Streamlined store operations for increased productivity by establishing clear work procedures and staff responsibilities.
- Oversaw daily operations to ensure smooth and efficient store function.
- Coordinated with management team to set and achieve realistic sales targets.
- Enhanced product knowledge among staff, enabling more informative and persuasive sales interactions.
- Set and updated weekly work schedules to meet coverage demands by considering factors like expected customer levels, planned promotions and individual employee strengths.
General Manager
Dunkin Donuts
West Bridgewater, MA
02.2009 - 05.2012
- Oversaw daily operations to maximize efficiency and enhance customer satisfaction.
- Implemented training programs to develop staff skills and improve service quality.
- Managed inventory systems to optimize supply chain processes and reduce waste.
- Fostered a positive work environment through effective team leadership and conflict resolution.
- Established performance metrics to monitor productivity and implement necessary improvements.
- Addressed customer complaints and feedback with immediate action, turning dissatisfied customers into loyal patrons.
- Drove revenue growth by identifying and penetrating new market segments with tailored marketing strategies.
- Streamlined inventory management processes, minimizing waste and ensuring optimal stock levels for uninterrupted operations.
Education
High School Diploma -
Stoughton High School
Stoughton, MA06-2004
Skills
- Event Planning
- Insurance verification
- Customer service
- Healthcare
- Problem-solving
- Time management
- Multitasking Abilities
- Multitasking
- Critical thinking
- Leadership qualities
- Dependable worker
- Budget Management
Accomplishments
- Earned "WOW!" Award in 2015.
- Supervised team of 16 staff members.
- Added, renewed and grew fundraising and donation contributions.
- Planned over 6 events in [2016].
- CEO leadership award January 2016; Team player, highest sales revenue, and customer service satisfaction
- Woman in leadership participate January 2013 to May 2018
Affiliations
- Woman in leadership
- January 2013 to Present
Timeline
Party Manager
Jam Time
09.2023 - Current
Call Center Representative
Mass General
11.2020 - Current
Front Desk Part-Time Associate
Stoughton Public Library
07.2013 - 05.2023
Store Supervisor
TD Bank
01.2012 - 03.2018
General Manager
Dunkin Donuts
02.2009 - 05.2012
High School Diploma -
Stoughton High School
AWARDS
CEO leadership award, January 2016, Team player, highest sales revenue, and customer service satisfaction