Customer Service Success
Resume:
SHONEEN RIVERA
CUSTOMER SUCCESS SPECIALIST/MANAGER
OBJECTIVE
To leverage my customer service expertise to lead high-performing teams, ensure customers achieve their desired outcomes with products and services, foster strong client relationships, and drive maximum customer satisfaction and loyalty.
CONTACT
*************@*****.***
Desert Hot Springs, California.
EXPERIENCE
EARTHING.COM
Aug 2023 – May 2025
Provided high-quality remote customer support with a focus on professionalism and customer satisfaction, maintaining an average rating of 4.9 stars. Efficiently handled high call volumes while coordinating workflows across platforms such as Shopify, Gorgias, and NetSuite. Demonstrated strong multitasking and problem-solving skills, contributing to team efficiency and service excellence.
SNOW VALLEY
Nov 2022 – May 2023
Delivered high-level customer service by managing a 10-line phone system and handling 100+ inbound and outbound calls daily from clients, vendors, and internal staff. Acted as a key point of contact for disseminating complex and time-sensitive information across departments. Demonstrated strong organizational skills in preparing, maintaining, and securing confidential correspondence, records, and reports. Ensured accuracy, compliance, and confidentiality in all administrative functions, contributing to streamlined communication and operational efficiency.
July 2018 -Nov 2022
Collaborated cross-functionally with multiple departments to deliver high-quality customer service and ensure efficient scheduling operations. Demonstrated strong multitasking, organizational, and data entry skills in a fast-paced environment. Applied active listening and critical thinking to resolve complex customer concerns with professionalism and empathy. Maintained composure and effectiveness under pressure, consistently meeting service and scheduling deadlines.
ABOUT ME
Customer-focused professional with over 20 years of experience in customer service and scheduling. Proven ability to lead teams, manage high call volumes, and resolve complex customer issues with empathy and efficiency. Skilled in platforms such as Shopify, Gorgias, and NetSuite. Committed to delivering exceptional service and driving continuous improvement. Seeking to contribute to a dynamic team as a Customer Service Manager.
EDUCATION
San Francisco Culinary Academy
2003
Bachelors in Food Science and Nutrition
Penn Foster 2010-2011
Certificate in Microsoft Office Medical Terminology, HIPAA, Medical coding understanding.
SKILLS
20+ Customer Service
Efficient in Microsoft Office
5+ Call center inbound/outbound
Appointment Setter
Multitasking/organization/planning
Shopify, Gorgias, NetSuite
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