Ruth Rivera
Palm Beach Gardens,FL
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Professional educator prepared for role with strong background in fostering student development and managing classroom dynamics. Valued for ability to collaborate effectively with colleagues and adapt to changing needs. Skilled in lesson planning, classroom management, and engaging diverse student populations. Known for reliability, excellent communication, and results-driven approach.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Customer Service Representative
H&r Block
12.2022 - 04.2024
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Developed strong customer relationships to encourage repeat business.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Streamlined appointment scheduling to improve operational efficiency and reduce wait times.
- Analyzed customer feedback to identify trends and implement process improvements for service enhancement.
- Collaborated with cross-functional teams to develop strategies for improving client satisfaction metrics.
Supervisor of Operations
Garda World Security
01.2020 - 12.2022
- Motivated and evaluated personnel for performance improvement and goal achievement.
- Addressed customer concerns with suitable solutions.
- Managed scheduling, training and inventory control.
- Guided employees on understanding and meeting changing customer needs and expectations.
- Responded to information requests from superiors, providing specific documentation.
- Supervised daily operations to ensure compliance with security protocols and operational efficiency.
- Coordinated staffing schedules to optimize workforce allocation and enhance service delivery.
- Trained and mentored new team members, fostering a collaborative work environment.
- Collaborated with management to develop strategic plans for resource management and risk mitigation.
- Implemented process improvements that increased response times and reduced incident rates.
- Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.
- Maintained open lines of communication with upper management to provide regular updates on operational progress and challenges faced by the team.
- Conducted regular performance evaluations for direct reports, identifying areas for improvement and setting development goals accordingly.
- Enhanced team productivity by providing ongoing training, coaching, and mentoring to staff members.
- Reduced employee turnover by fostering a positive work environment and addressing employee concerns promptly.
- Completed bi-weekly payroll for 50 employees.
Residential Monitor
New Opportunities Alternative Program
03.2000 - 12.2022
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Consulted with customers to resolve service and billing issues.
- Set up and activated customer accounts.
- Educated customers on special pricing opportunities and company offerings.
- Mentored new team members, fostering a collaborative learning environment and
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Supervised residential clients, ensuring safety and adherence to program guidelines.
- Facilitated conflict resolution among residents, promoting a harmonious living environment.
- Implemented daily routines and activities, enhancing resident engagement and participation.
- Mentored junior staff, providing training on best practices in residential monitoring.
Education
Some College (No Degree) - Paralegal
Palm Beach State College
Lake Worth, FLCertificate - Substitute Teacher
Substitute Training Online
Skills
- Active Listening
- Conflict Mediation
- Promotional Support
- Problem-Solving Abilities
- Prioritization
- Complaint Resolution
- Positive and Professional
- Multi-Task Management
- Customer service
- Active listening
- Data entry
- Customer relations
- Problem resolution
- Complaint handling
- Microsoft Excel
- Computer proficiency
- Payment processing
- Customer satisfaction measurement
- Scheduling
- Critical thinking
Accomplishments
- completed Correction Officer training academy
- Security license
- Completed extra training to further help students under care.
Certification
- Correction Officer certificate
- Licensed security guard - 2015
Languages
Spanish
Limited
Education and Training
true,other
Timeline
Customer Service Representative
H&r Block
12.2022 - 04.2024
Supervisor of Operations
Garda World Security
01.2020 - 12.2022
Residential Monitor
New Opportunities Alternative Program
03.2000 - 12.2022
Some College (No Degree) - Paralegal
Palm Beach State College
Certificate - Substitute Teacher
Substitute Training Online
Similar Profiles
Shari WurglerShari Wurgler
Tax Professional and Team Lead at H&R BlockTax Professional and Team Lead at H&R Block
Jamie GibsonJamie Gibson
Seasonal Customer Service Professional at H&R BlockSeasonal Customer Service Professional at H&R Block
Leslie CrossLeslie Cross
Customer Service Representative at H&r BlockCustomer Service Representative at H&r Block
Abbie MarkosAbbie Markos
Tax Professional at H&r BlockTax Professional at H&r Block
Gabriel JimenezGabriel Jimenez
Accounting Associate at Wiley CPAs and AdvisorsAccounting Associate at Wiley CPAs and Advisors