Solimar Nunez Rivera
Shillington
Summary
Dependable and reliable professional with excellent customer service skills. Background in communications and public utilities with the ability to learn new concepts quickly Willingness to accept challenges and complete them in a timely fashion and be flexible in changing environment. Effective communication skills: active listening, voice quality, grammar, articulacy, strong interpersonal skills, multi-tasking ability, conflict management and telephone etiquette skills. Fluent in Spanish with 20 years' experience in Customer Service and sales. 2 years of lending experience knowledge of loan documentation requirements and consumer lending regulations. 1-year experience in Auto, motorcycle and renter's insurance. Working knowledge of Windows-based PC products and general office equipment. Authorized to work in the US for any employer
Overview
23
23
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Ammega
02.2024 - Current
- Turn Quotes into Orders
- Handle Reports for different companies
- Help Customers via email, sales force and calls
- Process Invoices
- Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction
- Managed a high volume of incoming calls and emails, consistently meeting or exceeding performance metrics for response time and resolution
- Demonstrated strong product knowledge to effectively answer customer questions and provide accurate information
- Built rapport with customers through active listening, empathy, and personalized interactions
- Resolved complex customer complaints by investigating the root cause of the issue and implementing appropriate solutions
- Collaborated with cross-functional teams to escalate unresolved issues and ensure timely resolution for customers
- Maintained detailed records of all customer interactions in CRM system for future reference and analysis
- Handled billing inquiries including payment processing, refunds, adjustments, and account updates accurately and efficiently
- Assisted with order fulfillment processes such as tracking shipments or coordinating returns/exchanges when necessary
- Cultivated positive relationships with key clients through regular communication channels such as phone calls or email correspondence
- Demonstrated excellent written communication skills by crafting clear responses that addressed each aspect of the customer's inquiry concisely
Account Executive
TRIOSE - Freight Management
06.2018 - 02.2023
- Handling client calls both inbound and outbound
- Handle all small parcel (UPS) and Large Carriers claims
- Handle all issues with Domestics and International Shipping for Clients
- Build professional relationships with clients
- Create New Users on all shipping platforms and provided Web training to users
- Create and Run reports as necessary for field sales reps to provide for clients
- 85% of the time worked remotely after hours to assist clients on the West Coast
- Records all activity and information into company application support systems
- Responsible for completing request received via different methods such as supports email, incoming calls from client or internal support to billing, logistics, onboarding etc
- Cultivated and developed customer relationships to enable sustained revenue growth
Direct Lending
Grow Financial Credit Union
12.2015 - 11.2017
- Receives and handles loan applications and membership applications from a variety of credit union delivery channels
- Provides friendly, expedient, competent and professional service to members via telephone and/or written correspondence on basic Member Service inquiries as well as specialty queues
- Cross-sells Credit Union products and services
- Supports a sales and service environment that is focused on the credit union's mission, vision and core values
- Meets all accountability requirements
- Adheres to Grow Service Standards on every interaction with members on general
- CC Service queue as well as specialty queues with a focus on loan origination
- Actively monitors and works the general MCC service call queue as well as specialty queues as required
- Maintains a high quality and efficient workflow and ensures members are served quickly and professionally
- Generates new loan applications from members and non-members through inbound phone calls
- Abides by the credit union 'Code of Ethics', ensuring complete confidentiality of all credit union, employee and member information
- Performs all other related duties as required
- Reviewed loan agreements to verify completeness and accuracy according to applicable policies
- Listened carefully to customer complaints and swiftly resolved issues by taking appropriate action
- Spent ample time with each applicant to break down complex information into terms that easy to understand
Customer Service
Progressive Insurance
12.2014 - 12.2015
- For Seguro's Division at Progressive
- Handle incoming calls in fast paced call center for Spanish Speaking Customers
- Assist agents at office with policies and transactions
- Trained to handle Plis States which are NY, MA, NC and NJ
- Trained to serve as translator for other departments in the Company with Spanish Calls
- Meet numbers on cross sales on paperless, electronic payment, renters, self-service and special lines
- Handle retention calls
Edi Processor/ Administrative Assistant
Lagasse Sweet
01.2012 - 01.2014
- Order Processing 150-200 per day
- Customer Relations
- Special Projects
- Aided in Telephonic Customer service (when necessary)
- Troubleshooting
- Experience with TREND system (DOS based)
- Document Creation
- Processing Credits
- Provides Services to customer with Bi-Lingual needs
- Demonstrated strong product knowledge to effectively troubleshoot and resolve customer issues
- Managed a high volume of incoming calls and emails in a fast-paced environment
- Entered and processed customer orders accurately and efficiently, ensuring timely delivery
- Managed a high volume of order per day
- Maintained detailed records of all customer interactions and transactions for future reference
- Provided exceptional customer service by promptly responding to inquiries regarding order status, product availability, and pricing information
- Assisted customers in selecting appropriate products based on their needs and preferences
- Worked closely with warehouse personnel to coordinate shipment schedules and ensure accurate fulfillment of orders
- Performed data entry tasks with a high level of accuracy while meeting strict deadlines
- Utilized CRM software to track order history, update customer information, and generate reports as needed
Credit and Collections Rep
UGI Utilities
01.2008 - 01.2012
- Fast paced call center environment
- Creating payment solutions
- PUC regulation compliance auditing
- Dedicated point person for landlord/tenant's accounts
- Assisted with customers with providing information of all assistance options such as AP, LIHEAP etc
Bilingual Customer Service Representative
Comcast Cable Service
01.2002 - 01.2007
- Incoming call center
- Sales for cable, internet and phone service
- Troubleshooting with connection issues
- Retention of customers building rapport and showing empathy
- Bilingual customer service
- Payment Processing
- Service Analysis
Education
BTI
Wyomissing, PASkills
- Customer relationships
- Translation
- Customer service
- Sales expertise
- Microsoft Office
- Negotiation skills
- Business growth opportunities
- Data entry
- Bilingual
- Account management
- Phone etiquette
- EDI
- Computer skills
Certification
- Driver's License, Present
- Physician Assistant License, Non-CDL Class C
Languages
Spanish
Full Professional
Timeline
Customer Service Representative
Ammega
02.2024 - Current
Account Executive
TRIOSE - Freight Management
06.2018 - 02.2023
Direct Lending
Grow Financial Credit Union
12.2015 - 11.2017
Customer Service
Progressive Insurance
12.2014 - 12.2015
Edi Processor/ Administrative Assistant
Lagasse Sweet
01.2012 - 01.2014
Credit and Collections Rep
UGI Utilities
01.2008 - 01.2012
Bilingual Customer Service Representative
Comcast Cable Service
01.2002 - 01.2007
BTI
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