RONNISHA TORRIVIO
Salt Lake City,UT
Summary
Dynamic professional with extensive expertise in customer service and issue troubleshooting, leveraging strong communication skills and effective problem-solving techniques to drive operational success. Proficient in desktop support, network diagnostics, and call management, ensuring efficient resolution of technical inquiries. Committed to fostering robust client relations and enhancing team collaboration, leading to improved service delivery and customer satisfaction. A results-oriented approach consistently contributes to streamlined processes and elevated performance standards.
Overview
8
8
years of professional experience
Work History
Contact Center Representative
TD Bank
Salt Lake City, UT
02.2026 - Current
- Resolved customer inquiries efficiently, enhancing overall service satisfaction.
- Increased first call resolution rates by utilizing comprehensive product knowledge and problem-solving skills.
- Navigated multiple software applications simultaneously, ensuring accuracy and efficiency in handling customer inquiries.
- Demonstrated empathy towards customer concerns, fostering trust and rapport during interactions
- Reviewing and actioning up to $25,000 Credit Limit Increases in accordance with Nordstrom Card Services Policies and Procedures.
Fraud Analyst
PrincePerelson & Associates
Draper, UT
11.2024 - 05.2025
- /Monitor transactions and systems for suspicious activity, utilizing fraud detection tools and techniques.
- Ensure compliance with relevant regulations and legal requirements.
- Analyze large datasets to identify trends, anomalies, and patterns indicants ve of fraud.
- Collaborated with internal departments such as legal, compliance, audit, and operations to ensure proper handling of fraud cases.
- Interacted with customers to further develop cases and analyze points of compromise.
Customer Service Representative
StubHub
Draper, UT
07.2023 - 08.2024
- Handled customer inquiries and suggestions courteously and professionally.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Supported brokers in closing deals, ensuring all necessary notes & documents was completed accurately and timely.
- Exhibited adaptability and resourcefulness by providing support during high-pressure situations such as market volatility or time-sensitive transactions.
- Utilized problem-solving techniques to identify solutions for complex customer inquiries.
- Processed orders, returns, and exchanges in an accurate and efficient manner.
- Developed and maintained working knowledge of internal policies, procedures, and services to appropriately address customer issues.
Floral Associate
Olive & Cocoa
Salt Lake City, UT
07.2020 - 10.2022
- Monitored special orders to promote timely deliveries of floral displays, bouquets and decorative items.
- Inventoried plants and flower care supplies and ordered more.
- Decreased shrink by 30% through close monitoring of department.
- Supervised 15 employees in floral department.
- Worked flexible hours across night, weekend and holiday shifts.
- Developed strong communication and organizational skills through working on group projects.
- Assisted with inventory by identifying and marking items for removal from shelves or storage areas.
- Prioritized and managed multiple tasks efficiently, meeting deadlines and exceeding expectations.
Warehousing Associate
Amazon Inc
Salt Lake City, UT
04.2018 - 06.2020
- Complied with safety, health, and environmental regulations as prescribed by law.
- Lifted and slid packages weighing up to 75 pounds on conveyor belts to transport items.
- Checked packages and merchandise for damage and notified vendors.
- Loaded, unloaded, and moved material to and from storage and production areas.
- Collaborated with various departments to manage timely delivery of orders and avoid delays.
- Maintained clean, orderly work environment free of hazards.
- Assembled pallets and crates for secure transportation of materials.
Education
High school diploma -
East High School
Salt Lake City, UT01.2013
Skills
- Team building
- Flower arranging
- Floral and plant knowledge
- Client Relations
- Desktop support
- Assertiveness
- PC component diagnostics
- Live chat support
- Problem-Solving
- Communication skills
- Network diagnostics
- Issue troubleshooting
- Call Management
- Call handling
- Payment processing
- Credit adjustments
Timeline
Contact Center Representative
TD Bank
02.2026 - Current
Fraud Analyst
PrincePerelson & Associates
11.2024 - 05.2025
Customer Service Representative
StubHub
07.2023 - 08.2024
Floral Associate
Olive & Cocoa
07.2020 - 10.2022
Warehousing Associate
Amazon Inc
04.2018 - 06.2020
High school diploma -
East High School