Customer Service Representative

Angelita Riviere

Lauderdale Lakes, FL *****

*********@*****.*** 954-***-****

Highly skilled Customer Service Representative with extensive experience in delivering exceptional customer support and satisfaction across various industries. Proficient in oral expression, communication, and problem-solving, with expertise in call center operations, live chat support, and cold calling. Adept at utilizing computer skills including Microsoft PowerPoint, Word, and Excel to enhance service delivery and efficiency. Demonstrated ability in coaching, deductive reasoning, and time management. Proven track record of exceeding performance metrics and providing outstanding customer care.

SKILLS

• Customer Service • Live Chat

• Excellent Communication • Cold Calling

• PowerPoint • Coaching

• Word • Monitoring

• Deductive Reasoning • Excel

• Customer Support • Problem Solving

• Call Center • Time management

CAREER EXPEREINCE

Team Lead Customer Service August 2024 to Current

RaceTrac - Fort Lauderdale FL

• Customer Service

• Maintain a clean environment

• Support food safety standards

• Contribute to a mission of enhancing lives by creating a welcoming atmosphere

• Emphasizes teamwork

• Lead a talent development

• Efficient transaction handling

• Clean food preparation areas and equipment to RaceTrac standards

• Address and mitigate guest concerns with a sense of urgency and involve managers as needed Executive Customer Service Representative June 2022 to January 2024 YMCA - Fort Lauderdale FL

• Made 30-50 outbound prospecting calls per day

• Supported other staff members and departments and assumed their responsibilities

• Provided a highly satisfying member experience and engage members in programs

• 100% of the time on the phone - Focusing on Call Center KPIs and deliverables

• Engaged members and guests over the phone, responded to their needs, and promoted information on membership and programs

• Handled Billing (NSF) questions and escalations

Customer Service Representative January 2021 to June 2022 Amazon - Fort Lauderdale, FL

• Maintained a clean, safe, and organized workspace

• Assisted customers with questions they may have

• Worked through problem-solving scenarios for customers

• Received, picked and stowed customer orders, processed returns, and prepared for delivery

• Received truck deliveries

• Managed responsibilities for Locker+ location, including opening and closing site

• Used technologies like smartphones and handheld devices to sort, scan, and prepare orders Customer Service Representative March 2018 to February 2020 Michaelson Appliance Repair Inc.

• Answered incoming calls. Scheduled appointments and assisted customers

• Took payments and scheduled service appointments

• Called customers to schedule appointments when working the "Working to Schedule" queue.

• Made outgoing calls to customers to update parts/appointment status

• Filed claims for all 3rd party warranty companies

• Monitored complete queue daily for claims that need to be filed

• Supported techs in the field, reviewed assigned tech jobs report during the day and took necessary action

• Obtained authorization for assigned tech from any 3rd party calls within 24 hours. Team Lead Fulfillment April 2017 to March 2018

Amazon, Tampa

• Handled receiving, picking, and random stowing of packages.

• Helped maintain a clean and organized workspace

• Trained 15-20 team members

• Carried out in delivery station activities including sortation and general tasks

• Used handheld technology to deliver customer packages, manage delivery progress, and solve obstacles

• Sorted and prepared a delivery route to meet customer promises Customer Service Representative Manager August 2014 to December 2015 Sitel - Pompano Beach, FL

• Answers customer/clients’ requests or inquiries concerning services, products billing equipment claims and report problems areas

• Administer system functions on all opening, closing, and balancing procedures to according to finance guidelines

• Utilize mechanized systems to initiate and complete service orders and handle customers' request

• Work in one or multiple queues/skill sets over various customer contact channels EDUCATION

High School Diploma/ GED

Relationship Coach

Certified Ordained

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