Knowledgeable and dedicated customer service professional with extensive experience in

Production industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Professional Experience

April 2018 -

Present

Equipment Planner III Coca Cola Beverage Florida

December

2017 - April

2020

Tax Preparer Specialist H & R Block Tax Services

May 2013 -

April 2018

Lead Customer Service

Representative

Rooms To Go Furniture Corporate Headquarters

January 2009 -

February 2012

Restaurant Depot Front End Supervisior

Education

August 2004 -

May 2008

High School Diploma Spoto High School at Riverview, FL National Junior Society

3.2 GPA

Microsoft Office and Excel programming classes

MARIA

RIVERA

Senior Customer Service Planner

adrf74@r.postjobfree.com 813-***-****

Prioritized schedules to meet project goals and overall customer satisfaction with SAP & FSL system for more than 5+ areas consisting more than 100 work order requests daily. Facilitated weekly meetings with department leaders to establish organizational goals,strategic plans and objectives.

Engaged in both long and short-term project planning, strategizing for on-time, high-quality deliverables. Utilized and updated Excel spreadsheets to determine customer demographics. Cross-trained and provided backup support for organizational leadership. Developed training procedures and program curriculum to 20 new employees i was assigned to train. Prepare and Reviewed clients tax filing papers thoroughly to determine eligibility for additional tax credits or deductions.

Prepared written responses or tax return amendments to resolve state and federal notices. Completed and filed returns with tax departments at local, state and federal levels. Planned schedules and workflows based on expected customer demands. Identified opportunities to streamline processes by targeting areas of inefficiency and implementing improvements.

Trained, oversaw 4 training classes of 48 new team members. Met customer call guidelines for service levels, handle time and productivity. Investigated and resolved escalation calls for the department. Scheduled front-end associates to maintain adequate department coverage. Designed employee work schedules to address complete operational needs. Assisted with managing cash, sales, store records and cash items. Coached employees and trained on methods for handling various aspects of sales, complicated issues and difficult customers

Managed multiple tasks and met time-sensitive deadlines.

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