Summary
Overview
Work History
Education
Skills
Timeline
Generic

Tina Rivera

Bloomfield,KY

Summary

A highly enthusiastic and experienced representative with over 10 years of experience in the customer service field and 2 years in finance and deductions. Excellent reputation for resolving problems and improving customer satisfaction

Very reliable in providing a high level of customer service and communicating in positive and clear manner.

Working with client-focused programs.

Organized and dependable candidate successful at managing multiple priorities with a positive attitude.

Willingness to take on added responsibilities to meet team goals.

Created new departmental procedures manual. Assessed organizational training needs. Wrote and edited documents to keep staff informed on policies and procedures.

Overview

23
23
years of professional experience

Work History

Customer Service Healthcare Pharmacy Supervisor

Chewy.com
Louisville, KY
01.2022 - Current
  • Entered and processed prescriptions into internal system with accuracy to avoid filling delays.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
  • Take inbound chats for escalated contacts from CSRs and Pharmacy Techs where the customer requires re-assurance and a timely, effective resolution to their request or concern.
  • Engage with customers to build and maintain customer retention by resolving conflict, demonstrating urgency and empathy to help alleviate bad customer experiences.
  • Listen and validate all customer concerns and achieve a satisfactory resolution by demonstrating critical thinking, researching and problem-solving skills.
  • Engage with key stakeholders to build and maintain customer retention by resolving conflict and demonstrating urgency and empathy to help alleviate bad customer experiences
  • Perform activities on behalf of customers such as processing refunds and replacements, providing concessions, researching the right product for their pet, or educating on Chewy’s customer friendly policies
  • Operate with understanding, active listening, patience, empathy and kindness to customers and fellow Team Members.
  • Perform off-the-phone tasks and resolve Pharmacy follow-ups on behalf of customers to resolve their need or concern.
  • Operate with a willingness to learn. We share feedback, we receive feedback, and we operate in a culture of being open-minded to growth.
  • Maintain composure in high pressure, escalated situations
  • Leverage the Pharmacist team for customer questions, and order actions as required.
  • Research and action orders that were delayed due to internal or external issues.
  • Root cause and document process issues that cause orders to become delayed.
  • Other job duties as needed

Deductions Specialist

Hillsdale Furniture
Louisville, KY
04.2017 - 12.2021
  • Followed all company policies and procedures to deliver quality work.
  • Attended training programs to deepen professional skillset and assisted in training fellow store associates on existing and new training programs.
  • Listened and responded to customer requests and forwarded necessary information to superiors.
  • Researched deductions companies took on payments to verify if valid or not
  • Worked customer portals for deductions and disputes on payments
  • Updated daily reports for AR department
  • Pulled reports from AX system into spreadsheets for AR department
  • Worked with other departments to help flow of communication
  • Worked as floater between deductions, AR and customer service departments researching deductions provided by cash posting, pulling reports, entering orders and answering customer emails about products

Account Manager/Customer Service Rep

RxCrossroads
Fairdale, KY
08.2009 - 04.2017
  • Create new accounts per customers requirements
  • Receive, review and process orders per all FDA and client requirements
  • Review and maintain all clients and customer accounts
  • Trouble shoot problems
  • Monitor multiple databases to keep track of all company inventory
  • Provide product and service information in reference to product support, answer general questions about the program and products, and triage incoming calls to appropriate destination
  • Responsible for documenting required data into required fields in a prompt accurate manner based on program design and requirements
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.

Stay at Home Mom

Self Employed Services
Louisville, KY
07.2007 - 06.2009

Receptionist

Terracon
Louisville, KY
01.2007 - 07.2007


  • Receive and document packages and mail
  • Helped with any other administrative tasks.
  • Answered central telephone system and directed calls accordingly.
  • Managed multiple tasks and met time-sensitive deadlines.
  • Aggregated and prepared documentation and reports for office meetings, distribution and filing.
  • Provided clerical support to company employees by copying, faxing and filing documents.
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Kept reception area clean and neat to give visitors positive first impression.
  • Sorted, received and distributed mail correspondence between departments and personnel.

Customer Service Rep

MPC Promotions
Louisville, KY
07.2005 - 01.2006
  • Trouble shoot problems between customers and warehouse
  • Interacted with customers and retail buyers to follow-up on shipping statuses and expedited orders
  • Answered constant flow of customer calls with minimal wait times.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Provided primary customer support to internal and external customers.
  • Responded to customer requests for products, services and company information.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Recommended products to customers, thoroughly explaining details.

Customer Service Rep

Charter Communications
Louisville, KY
08.2004 - 10.2004
  • Set up new accounts, answered billing questions, updated existing accounts per customer requests.
  • Provided primary customer support to internal and external customers.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered constant flow of customer calls with minimal wait times.
  • Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.

Customer Service Rep

Alternative Telecom. Solutions
Ft. Belvoir, VA
06.2002 - 05.2004
  • Contracted to Verizon and sub-contracted to the Defense Logistics Agency (DLA)
  • Met with customers to obtain telephone requirements for new and existing services
  • Survey locations for installation of all new telecom equipment and secure requirements
  • Troubleshoot and report calls to vendor
  • Update records and enter new data
  • Accept and transfer all calls to appropriate vendor/department
  • Provide technical support and written documentation to customers on all related telecommunications services
  • Interface between local telecom company and customers to insure service orders are worked in timely manner.

Education

High School Diploma -

Woodbridge High School
Woodbridge, VA
05.2000

Some College (No Degree) - Business, Business Administration, Business Management

Indiana Weslyan University
Louisville, Ky, USA

Skills

  • Customer Relations
  • Data Entry
  • MS Office
  • Clerical Support
  • Customer Account Management
  • Data Entry and Maintenance
  • Multitasking and Prioritization
  • Upbeat and Positive Personality
  • Administrative and Office Support
  • Verifying Orders
  • Resolving Customer Issues
  • Verbal and Written Communication
  • Courteous with Strong Service Mindset
  • Customer Service

Timeline

Customer Service Healthcare Pharmacy Supervisor

Chewy.com
01.2022 - Current

Deductions Specialist

Hillsdale Furniture
04.2017 - 12.2021

Account Manager/Customer Service Rep

RxCrossroads
08.2009 - 04.2017

Stay at Home Mom

Self Employed Services
07.2007 - 06.2009

Receptionist

Terracon
01.2007 - 07.2007

Customer Service Rep

MPC Promotions
07.2005 - 01.2006

Customer Service Rep

Charter Communications
08.2004 - 10.2004

Customer Service Rep

Alternative Telecom. Solutions
06.2002 - 05.2004

High School Diploma -

Woodbridge High School

Some College (No Degree) - Business, Business Administration, Business Management

Indiana Weslyan University

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