Sherla Rivera
Trenton
Summary
Bilingual Healthcare Customer Service Specialist with 3+ years of experience in customer support and medical assistance. Expertise in handling inbound calls, managing billing inquiries, and utilizing computer systems to enhance service efficiency. Fluent in Spanish and English, ensuring effective communication with diverse clientele. Known for meticulous attention to detail and strategic problem-solving. Dependable and methodical, consistently delivering focused and determined service excellence.
Overview
20
20
years of professional experience
Work History
Retail Associate | Customer Service
Burlington Coat Factory
Burlington NJ
05.2025 - 09.2025
- Company Overview: Retail Associate | Customer Service
- Retail Associate at Burlington Coat Factory, a leading retailer known for offering a wide variety of products at competitive prices, focusing on customer service and operational tasks.
- Engages with customers to provide assistance and enhance their shopping experience.
- Utilizes problem-solving skills to address customer inquiries and issues.
- Maintains store organization and product displays to ensure a welcoming environment.
- Supports team in achieving sales goals through strategic customer interactions.
- Organized store merchandise racks and displays to promote and maintain visually appealing environments.
- Checked pricing, scanned items, applied discounts, and printed receipts to ring up customers.
Costumer Service Rep | Phone Support Biligual
Teleperformance
United State
10.2024 - 05.2025
- Company Overview: Costumer Service Rep | Phone Support
- Worked as a customer service representative at Teleperformance, a global leader in outsourced omnichannel customer experience management, handling a variety of customer inquiries and support tasks.
- Handled high volume of phone support inquiries, resolving customer issues efficiently and improving satisfaction rates by +20%.
- Utilized computer systems to manage customer data and streamline service processes, ensuring accurate and timely responses.
- Provided medical assistance information, demonstrating empathy and clear communication to support customer needs.
- Managed billing inquiries, ensuring accurate information and resolving discrepancies to maintain customer trust.
- Provided bilingual support in Spanish and English, enhancing communication with a diverse customer base and expanding service reach.
- Resolved customer inquiries efficiently through effective communication and problem-solving techniques.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
Sorting Associate
Amazon
Robbinsville NJ
02.2022 - 08.2024
- Company Overview: Scanning | Package Sorting
- Worked in scanning and package sorting at Amazon, a global e-commerce leader, ensuring efficient processing and delivery of goods.
- Scanned and sorted packages with meticulous attention to detail, ensuring accuracy.
- Collaborated with team to streamline operations and improve efficiency.
- Utilized computer systems to track and manage inventory effectively.
- Contributed to maintaining a safe and organized work environment.
- Used hand-held scanner to enter data product information.
- Packaged products efficiently for shipment, ensuring accuracy and adherence to quality standards.
- Learned and followed warehouse safety protocols to prevent injuries and accidents.
- Scanned packages for accurate labeling and documentation compliance.
Costumer Service Rep Biligual
MMC
Remote
10.2021 - 03.2022
- Company Overview: Costumer Service Rep
- Served as a customer service representative at MMC, a company known for its commitment to customer satisfaction, handling customer inquiries and support.
- Resolved customer issues with a focus on empathy and clear communication, enhancing satisfaction.
- Managed customer data using computer systems, ensuring accuracy and efficiency.
- Provided bilingual support in Spanish and English, improving service accessibility.
- Assisted in problem-solving to address customer concerns promptly.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Delivered exceptional bilingual support to enhance customer satisfaction and loyalty.
After School Teacher | Child Development
YWCA
Princeton NJ
09.2017 - 06.2020
- Company Overview: After school Teacher | Child Development
- Served as an after school teacher at YWCA, an organization dedicated to empowering women and children, focusing on educational and developmental activities.
- Assisted children with homework, fostering a supportive learning environment.
- Organized activities to enhance children's skills and development.
- Tracked and reported on children's progress, ensuring personalized support.
- Collaborated with colleagues to create engaging educational programs.
- Developed engaging lesson plans aligned with curriculum standards to enhance student learning and participation.
- Prepared after-school enrichment activities for children to encourage student participation.
Medical Assistant/Receptionist
Hussain Clinic
New Jersey
09.2005 - 03.2020
- Managed patient scheduling and appointment confirmations to optimize clinic workflow.
- Assisted in patient intake processes, ensuring accurate documentation and compliance with regulations.
- Coordinated communication between medical staff and patients, enhancing overall patient experience.
- Streamlined electronic health record management, improving data retrieval efficiency for clinical staff
- Checked patient insurance, demographic, and health history to keep information current.
- Helped patients complete necessary medical forms and documentation.
- Responded to correspondence from insurance companies to verify patient's coverage.
- Assisted healthcare providers with patient examinations and procedures, ensuring compliance with safety protocols.
- Facilitated communication between patients and medical staff, enhancing overall patient experience and satisfaction.
Education
Associate of Arts - Criminal Justice
University Of Phoenix
Phoenix, AZ01.2019
High School Diploma -
Trenton Central High School
Trenton, NJ01.1999
Skills
- Customer service
- Problem-solving
- Patient scheduling
- HIPAA compliance
- Call center experience
- Scheduling
- Microsoft Office Suite
- Microsoft PowerPoint
- Bilingual communication
- Computer skills
- CRM systems
- Insurance authorizations
- Retail sales
- Flexible schedule
- Stocking and receiving
- Project management
- Call center customer service
- Teamwork skills
LANGUAGES
Spanish Fluent
English Fluent
PERSONALITY STRENGTHS
- Conventional: Adheres to established processes and methods
- Accommodating: Diplomatic and accepting of others' needs
- Planful: Structured, meticulous, and achievement-oriented
- Composed: Remains calm under pressure
- Collaborative: Relationship builder, assertive and equipped to lead
Timeline
Retail Associate | Customer Service
Burlington Coat Factory
05.2025 - 09.2025
Costumer Service Rep | Phone Support Biligual
Teleperformance
10.2024 - 05.2025
Sorting Associate
Amazon
02.2022 - 08.2024
Costumer Service Rep Biligual
MMC
10.2021 - 03.2022
After School Teacher | Child Development
YWCA
09.2017 - 06.2020
Medical Assistant/Receptionist
Hussain Clinic
09.2005 - 03.2020
Associate of Arts - Criminal Justice
University Of Phoenix
High School Diploma -
Trenton Central High School