ODALIS RIVERA
Tyler
Summary
Customer Service and Client Support Leader with over 5 years of experience in enhancing operational efficiency and performance metrics in eCommerce and healthcare sectors. Demonstrated ability to resolve complex escalations and implement process improvements that significantly boost customer satisfaction. Proficient in utilizing CRM systems, SaaS tools, and communication platforms to deliver scalable customer experiences.
Overview
10
10
years of professional experience
Work History
Team Lead (Supervisor), Client Services
Sephora - Inktel Contact Center - Remote
10.2022 - 01.2026
- Mentored over 200 remote customer service advisors, enhancing performance and morale across support channels.
- Achieved 15% increase in first contact resolution through targeted coaching and process enhancements.
- Resolved 95% of escalated cases without further escalation, maintaining top-tier customer satisfaction ratings.
- Streamlined onboarding and scheduling workflows with Smartsheet, reducing onboarding time by 25%.
- Collaborated with QA (quality assurance) and Training to standardize best practices, improving service consistency.
- Analyzed service data to identify and rectify root causes of underperformance.
Beauty Advisor Customer Experience Chat Specialist
Sephora Inktel Contact Center - Remote -
10.2021 - 10.2022
- Provided personalized, high-quality product and order support to over 75 live chat customers daily.
- Achieved satisfaction rating exceeding 95% through empathetic, brand-aligned solutions.
- Leveraged Oracle, Powerfront, and CSC for managing orders, returns, and loyalty inquiries with complete accuracy.
- Facilitated knowledge updates and feedback loops to enhance documentation and advisor response quality.
Customer Service Center Representative - Remote
Everise
12.2019 - 10.2021
- Routed incoming calls to qualified personnel and departments to enhance service efficiency.
- Responded promptly to customer inquiries, delivering exceptional service and tailored recommendations.
- Followed through on critical inter-departmental escalations, boosting customer retention rates.
- Addressed potential customer questions quickly to facilitate informed decision-making.
Customer Service Representative
Convergeys
01.2017 - 01.2018
- Kept accurate and current customer account data with manual form processing and digital information updates.
- Answered customer calls promptly to avoid long wait times on hold.
- Kept customers happy by implementing forward-thinking strategies that focused on meeting their needs and resolving their concerns.
- Complete and accurate work and keep customer files up to date.
- Responsible for resolving customer issues and making recommendations.
Customer Sales Representative
Walmart Supercenter
Jacksonville
01.2016 - 01.2017
- Customers bought electronics.
- I'm responsible for providing excellent customer service.
- Taught customers about promotional options, sales policies, and how to get the best results from the company's offerings.
- Educated customers about promotions to increase sales.
- Assisting with the receipt, verification, and distribution of cash.
Education
High School -
New summerfield ISD
New summerfield, Texas01.2017
Skills
- CRM: Oracle, Powerfront, Zendesk, CSC
- Analytics: Excel Google Sheets, Smartsheet
- Communication: Microsoft Teams, Google Workplace, Slack, Zoom
- Team leadership
- Performance coaching
- Remote team management
- Quality assurance collaboration
Languages
Spanish
Professional
English
Professional
Timeline
Team Lead (Supervisor), Client Services
Sephora - Inktel Contact Center - Remote
10.2022 - 01.2026
Beauty Advisor Customer Experience Chat Specialist
Sephora Inktel Contact Center - Remote -
10.2021 - 10.2022
Customer Service Center Representative - Remote
Everise
12.2019 - 10.2021
Customer Service Representative
Convergeys
01.2017 - 01.2018
Customer Sales Representative
Walmart Supercenter
01.2016 - 01.2017
High School -
New summerfield ISD