Jonte Rivers
Hopkins,SC
Summary
Dynamic call center representative with over 13 years of experience in efficiently processing product orders, addressing customer inquiries, and ensuring high service levels through effective issue resolution. Proven track record as a customer service manager for 4 years, with expertise in fostering professional relationships with customers and team members while successfully overseeing multiple projects and development initiatives. Strong organizational skills and a commitment to delivering exceptional service contribute to a consistently positive customer experience. Recognized for thriving in fast-paced environments while maintaining a focus on quality and efficiency.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Capital Waste LLC
08.2023 - Current
- Follow communication procedures, guidelines, and policies
- Handled 30 customer complaints daily, provided appropriate solutions and alternatives within the time limits; followed up to ensure resolution
- Provide accurate, valid, and complete information by using the right methods/tools
- Build sustainable relationships and trust with customer accounts through open and interactive communication
- Identified process improvements to streamline operations and reduce response times.
- Analyzed customer feedback data to inform strategic decision-making for service enhancements.
Customer Service Representative
Verizon
02.2018 - 08.2023
- Kept accurate records of all interactions, including customer names, addresses, phone numbers, credit card information, and product sales
- Handled customer inquiries, answered questions, and resolved problems in a timely manner
- Created a new customer database by entering customer information into a database
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
Customer Service Representative
Wells Fargo
06.2013 - 02.2018
- Handled customer inquiries, answered questions, and resolved problems in a timely manner
- Performed sales analytics and provided recommendations that increased sales by $50 a call
- Created a new customer database by entering customer information into a database
Call Center Supervisor/Trainer
Teleperformance
04.2010 - 03.2014
- Resolved claims disputes, requests for clarification, and appeals in an efficient and timely manner
- Handled the training of 10 new employees in customer service script recitation, conflict resolution, and data entry practices
- Managed a team of 10 agents who handled a large volume of calls and worked to ensure that the quality of service provided was consistently high
- Responded to more than [x] customer service inquiries, including a large percentage of self-service calls
- Handled an average of 8 escalations per day, engaging with customers in a friendly, courteous, and professional manner
Customer Service Representative
Teleperformance
04.2009 - 04.2010
- Kept accurate records of all interactions, including customer names, addresses, phone numbers, credit card information, and product sales
- Created a new customer database by entering customer information into a database
- Handled customer inquiries, answered questions, and resolved problems in a timely manner
- Performed sales analytics and provided recommendations that increased sales by $50
Education
High School Diploma -
Dreher High School
Columbia, SC05.2002
Skills
- Data entry
- English (10 years)
- Process Improvement
- Quality Assurance
- Data Analysis
- Cash register (10 years)
- Computer skills (10 years)
- Conflict Management
- Phone etiquette
- Analytics
- Computer Networking
- Communication skills (10 years)
- Microsoft Office
- Team Management (4 years)
- Research
- Writing skills
- Basic math (10 years)
- Customer service (10 years)
Certification
Driver's License
Timeline
Customer Service Representative
Capital Waste LLC
08.2023 - Current
Customer Service Representative
Verizon
02.2018 - 08.2023
Customer Service Representative
Wells Fargo
06.2013 - 02.2018
Call Center Supervisor/Trainer
Teleperformance
04.2010 - 03.2014
Customer Service Representative
Teleperformance
04.2009 - 04.2010
High School Diploma -
Dreher High School
Similar Profiles
NADONTE HICKSNADONTE HICKS
Helper at Capital Waste ServicesHelper at Capital Waste Services
JOSEPH HARTEJOSEPH HARTE
TRANSPORTATION MANAGER/OPERATIONS MANAGEMENT at Capital Waste ServicesTRANSPORTATION MANAGER/OPERATIONS MANAGEMENT at Capital Waste Services
Keveon LoganKeveon Logan
Driver at Capital Waste ServicesDriver at Capital Waste Services
Sanchavious BinnSanchavious Binn
Rural Mail Carrier Associate at United States Postal Service, USPSRural Mail Carrier Associate at United States Postal Service, USPS
Victoria LichtenbergerVictoria Lichtenberger
Server at Waffle HouseServer at Waffle House