Sylvia Irene Rivera
Floresville
Summary
Customer Service Representative with over 25 years of experience , multi-line phone handling, and proficient in problem-solving, conflict resolution, and ensuring seamless customer experiences. Demonstrates strong technical capabilities in Microsoft Office, PBX systems, Meditech, and EMS dispatch. Proven ability to handle high call volumes, manage schedules, and train staff while consistently delivering top-tier customer satisfaction. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
28
28
years of professional experience
2002
2002
years of post-secondary education
Work History
Customer Service Representative
Various Companies
07.1993 - 04.2021
- Successfully managed customer inquiries, demonstrating a high degree of adaptability and professionalism in fast-paced environments.
- Excelled in maintaining records and providing administrative assistance.
- Managed over 100 customer calls daily, assisting with inquiries, troubleshooting, and resolving complaints efficiently, processing payments.
- Processed customer transactions, payments, and account updates with high accuracy.
- Delivered exceptional customer support, leading to an increase in customer satisfaction ratings.
- Utilized PBX systems and Microsoft Office to handle emails, scheduling, and documentation.
- Trained new employees on call-handling procedures and customer service best practices.
Liaison / PBX Operator
Audie Murphy Veterans Hospital
San Antonio
07.1993 - 04.2021
- Maintained up-to-date records of all interactions with customers or clients.
- Managed resources effectively by delegating tasks among team members according to their strengths.
- Coordinated communications between teams to ensure accurate information was shared in a timely manner.
- Created reports to monitor progress on projects and initiatives.
- Collaborated with senior management to identify areas of improvement within existing systems or strategies.
- Provided advice on best practices, policies and procedures relating to liaising duties.
- Responded promptly to queries from customers or other stakeholders regarding services provided.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Identified needs of customers promptly and efficiently.
- Maintained positive working relationship with fellow staff and management.
- Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
- Implemented strategies to take advantage of new opportunities.
- Assisted in training new PBX operators on how to use the system correctly.
- Performed regular maintenance checks on the PBX system to ensure it is functioning properly.
- Greeted customers and answered inquiries regarding services provided.
- Transferred calls to the correct departments or individuals in accordance with established procedures.
- Troubleshot basic technical issues related to phone systems and reported any major problems immediately.
- Operated multi-line telephone system to answer incoming calls and direct callers to specific destinations based on their needs.
- Provided customer service support by answering questions, resolving issues, and providing information.
- Monitored and operated PBX switchboard to route incoming calls to appropriate personnel.
- Answered general inquiries from customers over the phone or via email.
- Updated telephone directories regularly with new contact information for staff members.
- Recorded messages from callers and relayed them to the appropriate personnel in a timely manner.
- Responded promptly to emergency calls for assistance.
- Performed administrative duties such as filing, photocopying, faxing documents.
- Assisted external callers with department directory information as needed.
- Handled customer requests efficiently while maintaining professionalism at all times.
- Developed and updated business phone directory to reflect current employees and other changes.
- Answered calls with friendly and polite approach to engage callers and deliver exceptional customer service.
- Provided training and coaching to new PBX operators.
- Handled incoming and outgoing calls according to standard operating procedures.
- Took messages from callers and accurately relayed details to intended staff.
- Alerted staff of emergency information and general announcements using PA system.
- Operated telephone switchboard and routed calls to correct destination.
- Assisted staff with technical issues by performing simple troubleshooting and registering helpdesk tickets with IT department.
- Paged employees over PA system to ensure prompt connection with callers.
- Operated telephone switchboard to provide information, take messages and forward calls.
- Reported telephone line issues and outages for prompt repairs.
- Utilized paging technology within organization to connect quickly with key people.
- Participated in emergency preparation meetings to understand crisis management procedures.
- Updated personnel directory to keep telephone extensions and employee information current.
- Monitored emergency and code alarms, making emergency announcements or routing emergency calls to appropriate location.
- Processed incoming or outgoing mail, packages or deliveries.
- Shared or forwarded messages and information to designated personnel.
Education
NAHP Certificate - Certified Medical Assistant
Kaplan College, San Antonio
San Antonio, TX 06.2010 - 06.2011
GED
Austin, TXSkills
- Customer Service
- Client Relations
- Multi-Line Phone Operation
- Switchboard Operation
- Conflict Resolution
- Problem-Solving
- Microsoft Office
- Faxing
- Call Center Systems
- PBX Systems
- Time Management
- Scheduling
- Payment Processing
- Billing
- Call handling
- Payment processing
- PBX operation
- Team training
- Data entry
- Emergency response
- Communication skills
- Problem solving
- Time management
- Multitasking and organization
- Positive and professional
- Decision-making
- Call center experience
- Live chat support
- Money handling
Timeline
NAHP Certificate - Certified Medical Assistant
Kaplan College, San Antonio
06.2010 - 06.2011
Liaison / PBX Operator
Audie Murphy Veterans Hospital
07.1993 - 04.2021
Customer Service Representative
Various Companies
07.1993 - 04.2021
GED