Summary
Overview
Work History
Education
Skills
Timeline
Generic

Rosalia Rivera

Augusta,GA

Summary

Dynamic professional with a proven track record at Pearson VUE, excelling in test management and client support. Adept at swiftly resolving technical issues while ensuring compliance with security protocols. Recognized for strong organizational abilities and attentive listening, fostering a seamless experience for candidates and enhancing overall service quality.

Overview

7
7
years of professional experience

Work History

Test Center Administrator

Pearson VUE
03.2020 - Current
  • Monitored test security and enforced rules.
  • Resolved technical issues swiftly during testing sessions to minimize downtime for candidates without compromising security measures.
  • Safeguarded the integrity of examination results by diligently following procedures for exam storage, handling, and transportation.
  • Ensured test-taker confidentiality with strict adherence to privacy policies and regulations.
  • Trained new Test Center Administrators, ensuring consistent quality of service across the team.
  • Demonstrated thorough knowledge of testing procedures and policies
  • Increased security measures for exams by routinely updating and monitoring surveillance systems.

Front Desk Agent

Courtyard by Marriott
11.2019 - 03.2020
  • Collected room deposits, fees, and payments.
  • Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
  • Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
  • Resolved guest issues promptly, resulting in positive feedback and return visits.
  • Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.

Call Center Customer Service Agent

Overstock.com Inc
04.2018 - 01.2019
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Collaborated with team members to develop best practices for consistent customer service delivery.

Education

High School Diploma -

Deerfield Beach High School
Deerfield Beach, FL
06.1998

Skills

  • Flexible learning approaches
  • Test management
  • Appointment management
  • Standardized testing protocols
  • Client support
  • Accurate data entry
  • Problem-solving skills
  • Attentive listening ability
  • Proficient in computer applications
  • Strong organizational abilities

Timeline

Test Center Administrator

Pearson VUE
03.2020 - Current

Front Desk Agent

Courtyard by Marriott
11.2019 - 03.2020

Call Center Customer Service Agent

Overstock.com Inc
04.2018 - 01.2019

High School Diploma -

Deerfield Beach High School

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