Customer-Focused Support Specialist with 20+ Years Experience

Kelly Riggio

Warwick, NY • 845-***-**** • ***********@*****.***

Professional Summary

Customer-focused professional with 20+ years of experience across banking, retail, and customer service environments. Proven ability to resolve complex issues, improve customer satisfaction, and build long-term client relationships. Strong communicator with leadership experience, hands-on CRM and e-commerce platform expertise, and a track record of training teams and supporting operational efficiency.

Core Skills

• Remote Customer Support (Email, Chat, Phone, Social)

• Customer Service & Client Relations

• Conflict Resolution

• Team Leadership & Training

• Sales & Upselling

• Time Management & Multitasking

• Microsoft Office (Word, Excel, Outlook)

• Retail & Banking Operations

• Experience quickly learning and adapting to new CRM and support platforms

Professional Experience

Customer Solutions Representative

NEST New York — New York, NY

Oct 2021 – Present

• Handle high-volume customer inquiries via phone, email, chat, and social platforms

• Resolve complex issues efficiently, improving overall customer satisfaction

• Maintain a 95% Customer Satisfaction (CSAT) score in a high-volume support environment

• Train new employees on company policies, systems, and service standards

• Collaborate with cross-functional teams to resolve escalated concerns

• Utilize Zendesk, Gorgias, and Humankind to manage tickets, track customer interactions, and document resolutions

• Use Shopify to assist with order management, returns, exchanges, and shipment tracking

• Support AI implementation initiatives to improve service efficiency

• Identify upselling opportunities, contributing to increased revenue

Customer Service Agent

Atrium Staffing — New York, NY

Sept 2021 – Present

• Provide customer support across multiple client accounts in fast-paced environments

• Adapt quickly to different CRM systems, workflows, and customer needs

Assistant Manager

D&D Autobody — Mahwah, NJ

Jun 2014 – Jul 2021

• Supervised technicians and managed daily shop operations

• Oversaw HR functions, payroll, and scheduling

• Created repair estimates and managed insurance and warranty claims

• Coordinated with insurance companies, dealerships, and customers

• Managed accounts payable/receivable and administrative processes

• Certified I-CAR Platinum Estimator with expertise in CCC, Audatex, and Ford systems

Head Teller

Valley National Bank — Ramsey, NJ

Jan 2012 – Jun 2014

• Led and coached teller team to meet sales and service goals

• Managed scheduling and daily banking operations

• Processed financial transactions and maintained account accuracy

• Identified cross-selling opportunities and referred clients to banking services

Teller Supervisor

KeyBank — Monsey, NY

Nov 2008 – Nov 2011

• Ensured compliance with banking regulations and internal policies

• Trained staff and managed daily operational procedures

• Recognized with 2009 award for 170% Teller Referral Production

Assistant Manager

Scrubs & Beyond — Central Valley, NY

Sept 2007 – Nov 2008

• Managed staff scheduling, hiring, and training

• Oversaw inventory, sales, and vendor events

Additional Retail Experience

Includes leadership and customer service roles with Blockbuster, Happy Feet, Best Buy, and Crystal Collection

Education

Associate Degree in Liberal Arts

SUNY Rockland Community College

Regents Diploma

Nanuet Senior High School

Technical Skills

• CRM & Customer Support Platforms: Zendesk, Gorgias, Humankind

• E-commerce Platform: Shopify, Recharge, Klaviyo

• AI & Automation Tools: Remarkable, Flip AI

• Business Software: CCC, Audatex, Ford Systems

• Microsoft Office: Word, Excel, Outlook

Certifications

• I-CAR Platinum Certified Estimator

Additional Information

• Authorized to work in the U.S. for any employer

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