Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Zorymar Rivera

Cheektowaga

Summary

Results-driven customer service representative with expertise in problem resolution, data analysis, and team collaboration. Committed to enhancing customer satisfaction through effective communication and timely issue resolution. Proven customer service representative with expertise in problem resolution and data analysis. Committed to enhancing customer satisfaction and retention through effective communication and team collaboration.

Overview

4
4
years of professional experience

Work History

Customer Service Representative

Humana Military
Kansas City
01.2024 - Current
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Resolved customer issues through effective communication and problem-solving, enhancing overall customer satisfaction.
  • Assisted members with inquiries regarding healthcare benefits and services.
  • Educated members on healthcare resources and options, empowering them to make informed decisions.
  • Collaborated with team members to streamline service delivery, contributing to improved customer satisfaction.
  • Conducted follow-up calls to ensure customer concerns were fully addressed and resolved.
  • Informed customers about billing procedures, processed payments, and provided payment option setup assistance.

Billingua Retention Specialist

Frontier Communications
Winter Haven
04.2022 - 01.2024
  • Developed and managed customer retention strategies to deepen loyalty across service offerings.
  • Identified potential risks associated with retaining existing customers and developed action plans accordingly.
  • Assisted in the development of strategies aimed at improving long-term customer loyalty.
  • Coordinated with other departments to create promotional campaigns that increased retention rates.
  • Collaborated with IT department to enhance system functionalities, improving customer experience and retention.
  • Analyzed customer feedback to identify trends and areas for improvement.
  • Resolved customer service or billing issues by exchanging merchandise, refunding money, or adjusting bills.
  • Implemented creative solutions to deal with special circumstances.
  • Negotiated with vendors and service providers to offer exclusive deals as part of retention efforts.

Education

Master of Science - Business Administration And Management

Strayer University
Arlington, NJ
12-2026

Skills

  • Customer service
  • Call center experience
  • Inbound and outbound calling
  • Customer retention
  • Appointment scheduling
  • Data analysis
  • Problem resolution
  • Microsoft Office Suite
  • Microsoft PowerPoint
  • Team collaboration
  • Verbal communication
  • Punctuality and reliability
  • Medical terminology
  • Project management
  • Building rapport

Languages

Spanish
Professional
English
Professional

Timeline

Customer Service Representative

Humana Military
01.2024 - Current

Billingua Retention Specialist

Frontier Communications
04.2022 - 01.2024

Master of Science - Business Administration And Management

Strayer University
Zorymar Rivera