Emily Rivera

• Book appointments for individuals requiring reproductive health services
• Ensure consistent confidentiality and professionalism
• Leverage specific applications to execute essential tasks
• Provide information on payment options for health services including self pay, private insurance and state programs.
• Adhere to established protocols for addressing suspicious calls
• Organized and executed planning efforts for CC parties

• Authentically greet guests and engage with them to create a welcoming atmosphere
• Connect with guests by asking open ended questions to better understand needs and to taylor approach appropriately
• Process returns, exchanges, and order pick-ups efficiently to minimize guest wait times while maintaining guest service and accuracy
• Discuss benefits of Target Red Card and App to guest to maximize savings and promotions
• Help guests to navigate Target app using simple step by step instructions
• Demonstrate a culture of ethical conduct, safety and compliance by being sensible to surroundings and communicating suspicious activity with Asset Protection

• Coordinated employment process for job applicants and administered new hire orientation and training; aided on-boarding and off-boarding process
• Maintained nearly 100 personnel files and sales licenses with high level of discretion
• Supported 10 managers with expense reports, workers compensation and leave process
• Maintained and ordered all store supplies
• Prepared and executed monthly store events
• Provided support to business office including, but not limited to;
• Reconciliation of safe, processing payments, opening/closing registers
• Answering multi-line phone system and delivering unrivaled customer experience
• Processing paperwork associated with automobile sales and state DMV

• Received approximately 80-100 inbound calls daily from customers, dealers and finance companies regarding accounts
• Answered customers questions regarding online account and/or contract related inquiries
• Processed payments/payoffs as well as extensions
• Collected past due payments and set up payment arrangements on current and delinquent accounts for customers experiencing hard ships
• Created training material and provided feedback for new representatives
• Followed CFPB regulations along with company policies to ensure proper handling of calls

Collections Lead

• Oversaw teams and department as large as 100 agents in the absence of direct supervisors
• Trained representatives in collections department to ensure knowledge of company compliance guidelines and CFPB regulations
• Reviewed collection reports, live monitored calls, and addressed concerns to enhance individual performance
• Prioritized, investigated, and resolved escalated issues daily to avoid issues with CFPB
• Reviewed delinquent accounts to determine repossession status
• Ran daily/weekly activity and performance reports using Excel spreadsheets
• Trained Agents based on metrics and performance reports
• Pulled recordings from customer/agent calls for training and investigating purposes

Please refer to Guest Advocate duties above