Grisel Rivera
Newport
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
LinkActiv Group Group(Medical Insurance)
Puerto Rico
12.2022 - 06.2024
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Developed strong relationships with customers by providing personalized assistance and support.
- Answered inbound calls, chats and emails to facilitate customer service.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Updated databases with new and modified customer data.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Director of Housekeeping & Laundry/Team Leader
Heatherwood Rehab & Health Center
Newport
06.2017 - 06.2022
- Directed and supervised the housekeeping staff, ensuring that all tasks were completed in a timely manner.
- Developed and implemented effective policies and procedures for cleaning operations to ensure high standards of cleanliness.
- Monitored daily performance of staff, providing feedback, coaching and guidance as needed.
- Conducted regular inspections of guest rooms and public areas to ensure compliance with established quality assurance standards.
- Maintained an inventory of cleaning supplies, equipment and linens, ordering additional items as required.
- Collaborated with other departments to coordinate special requests from guests or groups.
- Implemented safety protocols to protect employees while performing their duties.
- Organized employee training programs related to health and safety practices and hotel policies and procedures.
- Provided support during peak times by working alongside housekeeping staff when necessary.
- Assisted in the recruitment process by interviewing candidates for open positions within the department.
- Reviewed financial statements regularly to identify cost savings opportunities within the department.
- Resolved customer complaints promptly in a professional manner.
- Ensured compliance with OSHA regulations regarding hazardous materials used in housekeeping operations.
- Created weekly schedules for housekeeping staff members based on projected occupancy levels.
- Inspected guest rooms prior to check-in to verify that they meet quality assurance standards.
- Evaluated new products or technologies that could enhance operational efficiency or reduce costs.
- Supervised and supported housekeeping personnel to maximize quality of service and performance.
- Practiced safe work habits and wore protective safety equipment.
- Verified each completed room against standard plans to maintain consistency.
- Created schedules, shift reports and other business documentation to coordinate housekeeping needs.
- Inventoried incoming supplies and placed items in stock for use by personnel.
- Collaborated with front desk to respond promptly to guest requests and promote positive experience.
- Stocked room attendant carts with supplies to keep carts organized and clean.
- Established hands-on, proactive management style to facilitate improvements to workflow and room turnover.
- Submitted repair requests to maintenance team to reduce operating costs and improve energy-saving strategy.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Delegated work to staff, setting priorities and goals.
- Recruited and trained new employees to meet job requirements.
- Reviewed completed work to verify consistency, quality, and conformance.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Implemented quality control measures to uphold company standards.
- Developed strategies for problem solving and conflict resolution among team members.
- Created training materials and conducted group trainings on new processes or procedures.
- Collaborated with other departments to ensure alignment of goals across teams.
- Maintained a positive work environment that promoted collaboration between team members.
- Ensured compliance with all safety regulations in the workplace.
Education
Some College (No Degree) - Medical Billing & Coding
Purdue Global University
Indianapolis, INSome College (No Degree) - Business Administration and Management
Turaco University
Puerto RicoCertificate - Secretary
International Junior College
Puerto RicoSkills
- Call center procedures
- Document Control
- Call center experience
- Order Processing
- Business development understanding
- Multi-Task Management
- Hospitality and accommodation
- Follow-up skills
- Information Security
- Scheduling
- Data Entry
- Paperwork Processing
Languages
Spanish
First Language
English
Intermediate (B1)
B1
Accomplishments
Earned highest marks for company satisfaction, company wide.
Timeline
Customer Service Representative
LinkActiv Group Group(Medical Insurance)
12.2022 - 06.2024
Director of Housekeeping & Laundry/Team Leader
Heatherwood Rehab & Health Center
06.2017 - 06.2022
Some College (No Degree) - Medical Billing & Coding
Purdue Global University
Some College (No Degree) - Business Administration and Management
Turaco University
Certificate - Secretary
International Junior College
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