Kimberly Rivera 2872 Norcrest Dr. San Jose, CA 94107 ♦ C: (408) 766­9601

kimrivera0321@Gmail.com

~EXCEPTIONAL CUSTOMER SERVICE~

Dedicated to world class service and performance excellence Dynamic professional with 4+ years of extensive experience providing personalized customer care. An outgoing individual with notable success serving customers in fast­paced and challenging environments; focused on customer satisfaction and service excellence. Areas of expertise are:

• Problem Analysis/Resolution • Personalized Care / Service • Team Building Expertise • High Volume Customer Support

• Data Reporting & Analysis / Admin • Adaptability/Working Under Pressure • Order Fulfillment

• Recruitment/Training

PROFESSIONAL EXPERIENCE

SQUARE INC., San Francisco, CA August 2015­Present Customer Support

Effectively solve customer inquiries via phone, email, and Twitter using Desk & other CRM tools Provide detailed and accurate account records for all customer calls for prevention of future audit

issues Educate customers on various payment policies and regulations using company Seller’s Agreement Address customer complaints and issues by using various troubleshooting and/or de­escalation methods

Developing ability to handle up to 70+ calls per day using speed, efficiency, and time management

Work with members of other departments to fine­tune processes and be a resource when needed

TICKETFLY, San Francisco, CA May 2015­August 2015

Ticket/Order Fulfillment Proficiently and effectively processed up to 80 ticket orders per hour. Ensure order accuracy in which purchase order and sales order confirmation match with zero

discrepancies Promptly report any order discrepancies to Project Manager

THE COFFEE BEAN & TEA LEAF, TIMES SQUARE, Manahattan, NY August 2011­February 2015 General Manager

Produced sales strategies to push sales goals and any new promotions. Analyzed sales goals, product mix reports, cash logs and sent to District Manager/VP of

Supply/Accounting. Recruited and trained employees to standard for in­store operations and new store openings. Replenished store with food, dairy, paper goods as well as take daily/weekly inventory to produce pars

and ensure all costs were within budget. Managed staff schedule to proper labor costs. Counted all cash deposits daily to review any discrepancies. Gave disciplinary action when needed and had coaching conversations with barista/supervisors to

improve and bring morale within the team. Led by example in delivery a total quality experience in service, product, and environment.

Kimberly Rivera Professional Resume ­ Pg. 2

COMPUTER SKILLS

Microsoft Office; Excel, Word, PowerPoint CRM; Salesforce, Desk.com JIRA Software

EDUCATION LOS ANGELES CITY COLLEGE LOS ANGELES, CA 2008 ­ 2010 ALEXANDER HAMILTON HIGH SCHOOL LOS ANGELES, CA

References Available Upon Request