Yesenia Rivera
Lancaster,PA
Summary
Dynamic professional with a proven track record in customer service and project management, notably at Scantron. Excelled in bilingual communication and leveraging CRM software to enhance customer relations and operational efficiency. Demonstrated leadership in mentoring teams and optimizing processes, achieving significant improvements in customer satisfaction and project delivery.
Overview
17
17
years of professional experience
Work History
Customer Care Representative
Brady Corporation-PDC Healthcare
Lancaster, PA
08.2024 - Current
- Provide prompt and efficient service in a busy contact center environment
- Responsible for administering all customer service inquiries via phone/email/fax for external and internal partners, new orders, Quotes/samples, pricing discrepancies, Order status and tracking
- Completion of local, state and federal forms, Credit/return requests, billing concerns
- Identify customer needs and provide personalized service to ensure positive and meaningful outcomes
- Locate/research information using multiple systems/technologies
- Coordinate with cross-functional departments to obtain and/or provide necessary information to resolve issues
- Document customer inquiries and associated actions; follow-up on outstanding items in a timely manner
- Learn and maintain a basic understanding of products, procedures, and systems
- Participate in a team-based environment to achieve department goals
- Maintain and update computerized customer records
- Supply and follow up on clarifications, delivery information, expediting, discrepancies, product design and recommendations and product complaints
Customer Service Representative
PNG Worldwide LLC
08.2023 - 08.2024
- Manage carrier selection, lane assignment and routing determination
- Troubleshoot and resolve daily transportation issues as necessary, and communicate to the project team
- Oversee accounts related to transportation of goods and client needs maintenance
- Establish detailed profiles and procedures for clients' transportation processes
- Verify shipped merchandise by matching bills of lading and reconciling quantities
- Inform customers about shipment details, dates, methods, and statuses
- Confirm order status on pick-up and deliveries
- Track and log information in the system
- Coordinate expedited requests and special pickups/deliveries
- Complete reconsignment’s to deliver to appropriate consignee
- File and track claims on behalf of customer
Project specialist/Customer service acct rep. ii/Customer service coordinator
Scantron
Lancaster, PA
01.2010 - 08.2023
- Provide detailed information on services and products to customers
- Quoting, placing orders, and checking production schedules
- Perform order entry, continuous record maintenance, provide support for projects, maintain accurate information within spreadsheets and CRM software
- Manage key customer accounts which are state side and international by handling projects from start to finish within the internal and external departments
- Perform administrative tasks: record keeping, writing correspondence, gathering materials, research, create and update customer accounts through CRM software
- Prepare accurate account analysis as needed including appropriate revenue forecasts, annual planning, and account profitability reviews
- Research to understand customer data and job requirements
- Able to learn and adapt quickly to new software
- Manage projects, cost performance activities, procedures, and project closeouts
- Contact vendors for quoting, negotiating, placing orders, and maintain production schedules to meet customer deadline dates
- Oversee and replenish inventory for E-commerce website as well as current customer
- Review and confirm invoices with services provided
Shipping Clerk/Material Handler
Pearson (Scantron)
Columbia, PA
07.2007 - 01.2010
- Collaborate with freight forwarders to obtain quotes, documents, and market rates to deliver the lowest cost to customer
- Contact carriers on shipment issues, tracking, freight claims
- Create international export documentation to ensure customs clearance
- Pick and process shipments via UPS, FedEx, and Pitney Bowes software
- Create BOLs for truck shipments
- Assist customers with questions, tracking, freight concerns
- Attending daily production meeting to ensure timelines were met for customers
- Trained and mentored 15 –20 new hires on daily work activities in a multi- million-dollar company
- Verified accuracy of incoming and outgoing shipments using bill of ladings, purchase orders and packing slips
- Maintained inventory, stock control, and tracked daily operations
Education
high school diploma -
school district of Lancaster
Skills
- Bilingual in English and Spanish
- Collaborative
- Leadership / Management Skills
- Proficient in Microsoft Word
- Proficient in Excel
- Proficient in Outlook
- Excellent communication skills
- Research and reconciling
- Project Management
- Oracle
- Salesforce
- SAS
- Hub spot
- NetSuite
- SAP
- Inventory management
- Tracking
- Data collection
- Time management
- Great problem analysis and problem solving
- Mindfulness and accuracy
- Creating International export documentation
- Preparing shipping documents
- Processing through shipment databases
- Initiating Freight Claims
- Strong problem-solving skills
- TMS System
- Quoting
- Custom order management
- Database research
- Call logging
- Customer relationship management
- Security verification
- Claims monitoring
- Multitasking and organization
- Senior leadership support
- CRM software
- Customer relations
- Decision-making
- Product education
- Project management
- Documentation and reporting
Timeline
Customer Care Representative
Brady Corporation-PDC Healthcare
08.2024 - Current
Customer Service Representative
PNG Worldwide LLC
08.2023 - 08.2024
Project specialist/Customer service acct rep. ii/Customer service coordinator
Scantron
01.2010 - 08.2023
Shipping Clerk/Material Handler
Pearson (Scantron)
07.2007 - 01.2010
high school diploma -
school district of Lancaster
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