Wilmarie Rivera
Summary
Senior Client Service Manager with expertise in client relationship management, service delivery coordination, and performance analysis. Proven track record in enhancing client satisfaction and team productivity.
Overview
10
10
years of professional experience
Work History
Senior Client Service Manager
Bergen Logistics
Rutherford
09.2020 - 12.2025
- Managed client relationships to improve service satisfaction and retention rates.
- Coordinated logistics operations, streamlining supply chain processes.
- Oversaw team performance, ensuring adherence to established service standards.
- Resolved client inquiries promptly to maintain effective communication.
- Analyzed business performance data, forecasting results for upper management insights.
- Assigned tasks and monitored team performance to enhance productivity.
- Interfaced with third-party companies to address concerns and request data.
- Trained new customer service representatives on company policies and procedures.
Client Services Manager
Bergen Logistics
Rutherford
09.2016 - 09.2020
- Coordinated service delivery between clients and internal teams.
- Analyzed client feedback to improve service offerings and support.
- Developed training materials for client onboarding processes.
- Resolved client issues by collaborating with cross-functional teams.
- Streamlined communication processes for better client interactions.
- Responded promptly to any escalated customer service issues.
- Attended workshops, meetings and site visits to gather customer requirements.
- Conducted periodic audits to foster compliance with standards and service levels.
Packer Associate
Bergen Logistics
North Bergen
08.2015 - 09.2016
- Packaged products efficiently for timely shipment to clients.
- Operated packaging machinery and maintained cleanliness in work area.
- Assisted in training new staff on packaging techniques and procedures.
- Checked for damaged goods and recorded discrepancies on appropriate paperwork.
- Prepared orders for shipment by selecting proper containers and packing material.
- Provided assistance with unloading incoming freight trucks when needed.
Education
High School Diploma -
Greater Lawrence Technical School
Andover, MA06-2004
Skills
- Client relationship management
- Service delivery coordination
- Performance analysis
- Team leadership
- Customer feedback analysis
- Team building
Languages
English
Professional
Spanish
Professional
Zoho CRM
Zoho CRM is a cloud-based platform that helps businesses manage sales, marketing, and customer support from a single system, bringing customer data together to improve lead management and engagement.
Timeline
Senior Client Service Manager
Bergen Logistics
09.2020 - 12.2025
Client Services Manager
Bergen Logistics
09.2016 - 09.2020
Packer Associate
Bergen Logistics
08.2015 - 09.2016
High School Diploma -
Greater Lawrence Technical School