Victor Rivera III
Lynn
Summary
I’m a motivated professional with several years of experience juggling multiple priorities to keep company running smoothly. Communicative team leader possessing outstanding time management and documentation abilities. Polished in overseeing employee performance and guiding and motivating new talent.
Efficient Phone Operator known for productivity and ability to complete tasks swiftly. Specialized in customer service, conflict resolution, and data entry. Excel at communication, active listening, and empathy, ensuring smooth operation and client satisfaction.
Overview
7
7
years of professional experience
Work History
Assistant Manager
AutoZone
Dorchester
07.2021 - 03.2024
- Resolved conflicts between team members in an effective manner.
- Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Handled customer service over the phone to help customers get the help that they need
- Coordinated with other departments to ensure smooth flow of operations.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Maintained a professional demeanor while handling customer calls.
- Developed relationships with customers through effective communication techniques.
- Provided customer service support for customers with questions or technical issues.
- Handled incoming and outgoing calls according to standard operating procedures.
- Transferred calls to other departments as needed.
Assistant Manager
OSL Wireless
Quincy
03.2019 - 05.2020
- Communicated effectively with clientele to maintain customer satisfaction and loyalty.
- Handled inbound telephone calls from interested customers.
- Identified customer needs and offered appropriate solutions to meet those needs.
- Recognized by management for providing exceptional customer service.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Took messages from callers and accurately relayed details to intended staff.
- Answered calls in pleasant, calm voice and asked appropriate questions to direct callers to proper individuals.
Supervisor
Uhaul
Quincy
02.2017 - 01.2019
- Identified opportunities for process improvements, leading to cost reductions and increased productivity.
- Oversaw inventory management, ensuring adequate stock levels and reducing waste.
- Implemented quality control measures, significantly reducing error rates.
- Explained policies clearly to customers when necessary.
- Processed orders, forms, applications, and requests.
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Resolved conflicts between clients by providing effective solutions that ensured satisfaction for both parties involved.
- Ensured adherence to all company regulations relating to customer service operations.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Offered resolutions to de-escalate calls and solve customer issues.
- Answered incoming customer calls regarding service inquiries, complaints, billing questions and general product information.
- Engaged actively with callers, confirming or clarifying information and diffusing anger.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
Education
High School Diploma -
Lynn English High School
Lynn, MA06-2016
Skills
- Call distribution
- Appointment confirmation
- Information assistance
- Call follow-up
- Typing speed
- Call handling
- Empathy and patience
- Clear communication
- Work prioritization
- Regulatory compliance
- Conflict resolution
Timeline
Assistant Manager
AutoZone
07.2021 - 03.2024
Assistant Manager
OSL Wireless
03.2019 - 05.2020
Supervisor
Uhaul
02.2017 - 01.2019
High School Diploma -
Lynn English High School