Shardea Rivera
Summary
Customer Experience and Escalation Resolution professional with 4+ years of experience supporting customers in high-volume, regulated, and time-sensitive environments. Proven ability to investigate complex customer issues, de-escalate sensitive situations, and deliver timely, creative service recovery solutions while maintaining compliance and quality standards. Highly skilled in cross-functional collaboration, customer retention, complaint resolution, and remote work environments.
Overview
10
10
years of professional experience
Work History
Senior Bank Account Customer Service Representative
Discover
01.2023 - Current
- Investigate and resolve complex customer account issues through email-based case management while maintaining strict compliance with federal regulations.
- Achieved a 90% first-contact resolution rate by analyzing customer concerns and implementing effective solutions.
- Conducted accurate verbal delivery of federal disclosures ensuring compliance.
- Collaborated cross-functionally to support customer retention efforts.
- Recognized for exceptional problem-solving and customer advocacy.
Customer Service Representative
TJX Companies
01.2023 - 01.2024
- Managed high-volume inbound interactions via phone, email, and chat.
- Resolved escalated customer concerns achieving a 95% satisfaction rate.
- Exceeded productivity metrics and improved resolution times by 20%.
- Demonstrated strong de-escalation and adaptability.
Live Verify Fraud Representative
U-Haul
01.2020 - 01.2022
- Investigated and verified customer identities reducing fraud by 15%.
- Maintained a 95% accuracy rate in fraud detection.
- Partnered with fraud prevention teams to enhance security.
Administrative Assistant
PsychoGenics
01.2016 - 01.2020
- Supported operations for a 90+ person organization.
- Managed accounts payable and executive coordination.
- Utilized Microsoft Office and Google Workspace for reporting and scheduling.
Education
High School Diploma / GED -
Teaneck High School
TeaneckSkills
- Customer Experience Escalation & Resolution
- Complaint Investigation & Case Management
- Customer Retention & Service Recovery
- High-Pressure Issue Resolution
- Outbound Customer Communication
- Cross-Functional Collaboration
- Root Cause Analysis
- Compliance & Regulatory Disclosures
- CRM & Customer Support Systems
- Microsoft Office (Word, Excel, Outlook)
- Remote Team Collaboration
- Analytical Problem Solving
- Attention to Detail
Timeline
Senior Bank Account Customer Service Representative
Discover
01.2023 - Current
Customer Service Representative
TJX Companies
01.2023 - 01.2024
Live Verify Fraud Representative
U-Haul
01.2020 - 01.2022
Administrative Assistant
PsychoGenics
01.2016 - 01.2020
High School Diploma / GED -
Teaneck High School
Section name
Customer Advocacy