Tina Rivas
Riverside,CA
Summary
Dynamic customer service specialist with a robust background in both call center operations and client relations, honed at companies like McLane. Leveraged expertise in Oracle and AS400 systems to enhance client satisfaction, adeptly handled over 40 calls daily with professionalism, and excelled in cross-selling policies. Proven leadership in training and inventory management.
Results-driven professional with comprehensive experience in account management, focusing on building strong client relationships and driving business growth. Adept at negotiating contracts, resolving client issues, and aligning services with client needs. Proven success in fostering team collaboration and adapting to dynamic environments, showcasing excellent communication and problem-solving skills.
Motivated individual with experience in customer service and sales. Skilled in building customer relationships and understanding customer needs. Strong communication and interpersonal skills for providing superior customer service.
Experienced with client relationship management, enhancing customer satisfaction through personalized service and strategic account planning. Utilizes negotiation and conflict resolution skills to maintain and renew client contracts, ensuring alignment with business objectives. Track record of leveraging analytical insights to drive client retention and business development.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
25
25
years of professional experience
Work History
Account Manager
Warren Packaging
10.2024 - 07.2025
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Conducted regular account reviews to identify areas for improvement and ensure continued success.
- Collaborated with sales team to identify potential upsell opportunities and expand client base.
- Negotiated contract terms with clients, securing favorable agreements for both parties.
- Actively participated in networking events within the industry, expanding professional connections and generating leads.
- Cultivated long-term relationships with key stakeholders in assigned accounts, fostering trust and loyalty among clients.
- Fostered detailed understanding of product offerings, enabling effective communication of features and benefits to clients.
- Increased upsell opportunities with strategic account reviews, identifying and addressing client needs.
- Met with customers to discuss and ascertain needs, tailor solutions and close deals.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
CSR/ DP
McLane
01.2021 - 10.2024
- Go over clients orders do add on or deletions as needed
- Answer incoming calls and email in regards to products and ETA
- Call stores for claims, write reports for missing or damaged goods
- Provide credits and pick up slips as needed
- Using the AS400 system to look for PO and current delivery dates
- Help run weight sheets for routing
- Set up delivery for product as needed via courier
- Go over the new store's purchasing order
- Using Oracle to log clients calls for the database
- Using selector pro to help DP when they need backup
- Look up order history to verify purchase orders for clients.
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Delivered outstanding problem-solving skills in addressing recurring issues that resulted in improved operational efficiency.
- Served as a liaison between internal teams and customers during critical situations, facilitating open communication channels for swift issue resolution.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
CALL CENTER REPRESENTATIVE
AAA Auto Insurance
12.2019 - 03.2021
- Answered incoming calls promptly and professionally, addressing customer inquiries with empathy and understanding.
- Managed difficult situations calmly and effectively while maintaining a positive attitude towards customers.
- Proficiently handled high call volumes while maintaining quality service standards.
- Go over policy coverages, handle incoming calls of @ 40 per day, try to cross sale policies.
LICENSED SALE PRODUCER
Alsop & Associates
12.2016 - 12.2019
- Answered incoming calls (avg 56/day) helping in resolving issues, answering questions, and review of current coverage
- Sales of Auto, homeowner's and life insurance to new customers and upgraded policies for established customers
- Sent reminders of premium payments and notified customers of any rate changes
- Outbound calls of 150 a day
- Manage days off schedule for the office staff
- Daily Banking Reports.
TRAINING STORE MANAGER
Del Taco
01.2012 - 12.2016
- Trained and instructed franchises with staff of 70 or more members including team members, shift managers, assistant managers, assistant general managers, and general managers while leading them to successful store openings
- Managed the restaurant team after opening to ensure stability, safety, customer satisfaction, and fiscal success of the restaurant and the company
- Routinely checked on other restaurants in the region to ensure quality control and customer satisfaction as well as trained on updated menu developments.
GENERAL STORE MANAGER
Del Taco
11.2000 - 12.2011
- Prioritized customer satisfaction by delegating workflow and enforcing regulations regarding attendance
- Took ownership and responsibility including making sure all team members completed assigned duties, and served quality food in a clean, safe, and efficient timely manner
- Trained workers in food preparations, and in service, sanitation and safety procedures
- Establish standards for personal performance and customer service
- Manage work flow to exceed quality service goals.
Education
GENERAL DIPLOMA -
San Gorgino High School
01.1996
Skills
- Restaurant Management
- Cashiering
- Leadership
- Inventory Management
- Microsoft Programs
- Procedure Development
- Customer Service
- Inventory Control
- Training & Hiring
- Sales
- Phone Etiquette
- Labor Control
- Account management
- Customer service
- Teamwork and collaboration
- Client relations
- Customer satisfaction
- Relationship building
- Strategic planning
- Customer relationships
- Goal oriented
- Sales development
- Account oversight
- Client relationship building
- Issue resolution
- Networking skills
- Goals and performance
- Documentation and reporting
- Project management
- Customer relationship management (CRM)
- Contract negotiation
- Account servicing
- Marketing
- Customer needs assessment
- Cold calling skills
- Data analytics
- Performance tracking
- Staff management
- Data-driven decision making
- Sales expertise
- Vendor management
- Schedule management
- Brand management
- Employee mentoring
- Lead prospecting
- Customer rapport
- Administrative oversight
- Opportunities identification
- Order processing
- Sales forecasting
- Goal setting
- Compliance requirements
- Account verification
- Complaint management
- Cost reviewing
- Talent management
- Systems and software expertise
- Customer training
- Product development
Languages
Spanish
Professional Working
Timeline
Account Manager
Warren Packaging
10.2024 - 07.2025
CSR/ DP
McLane
01.2021 - 10.2024
CALL CENTER REPRESENTATIVE
AAA Auto Insurance
12.2019 - 03.2021
LICENSED SALE PRODUCER
Alsop & Associates
12.2016 - 12.2019
TRAINING STORE MANAGER
Del Taco
01.2012 - 12.2016
GENERAL STORE MANAGER
Del Taco
11.2000 - 12.2011
GENERAL DIPLOMA -
San Gorgino High School
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