Heather Rivera
York
Summary
Professional in customer service with strong focus on team collaboration and achieving results. Skilled in conflict resolution, communication, and managing team performance. Reliable and adaptable, ensuring seamless operations and customer satisfaction in dynamic environments. Prepared to lead and support team to meet and exceed goals.
Overview
12
12
years of professional experience
Work History
Customer Service Supervisor
York Wallcoverings
York,PA
03.2021 - Current
- Trained new employees on operating system, product information, policies, and procedures.
- Answering customer emails, phone calls, and assisting other employees.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
Direct Support/Activities Coordinator
Focus Behavioral Health Services
Hanover, PA
01.2014 - 03.2021
- Organized and coordinated recreational activities for diverse client groups.
- Organized diverse activities, addressing various interests and promoting social interaction among participants.
- Helped in completing daily lift skills, goals, and socialization.
- Transported individuals to social gatherings of peers and locations to support goal achievements.
- Daily logs of individuals daily goals, activities, and behaviors.
Education
High School Diploma -
Columbia Jr/Sr. High School
Columbia, PASkills
- Problem-solving
- Time management
- Customer service
- Multitasking and organization
- Decision-making
- Training and mentoring
- Customer relations
- Relationship building
- Handling escalations
- Delegating work
- Issue resolution
- Sales support
- Training programs
- Call center operations
- Inter-department collaboration
- QA
- Empathy and patience
- Active listening
- Adaptability and flexibility
- Verbal and written communication
- Data entry
Timeline
Customer Service Supervisor
York Wallcoverings
03.2021 - Current
Direct Support/Activities Coordinator
Focus Behavioral Health Services
01.2014 - 03.2021
High School Diploma -
Columbia Jr/Sr. High School