Kimberly Rivera has over 6 years of experience in customer service roles, with a focus on problem solving, personalized care, and ensuring customer satisfaction. She currently works as an Implementation Advisor for 8x8, Inc., where she assists customers with technical issues regarding their VOIP phone systems and account setup. Previously, she held customer support roles at Square Inc. and Ticketfly, demonstrating an ability to handle high volumes of calls efficiently. She also has experience as a General Manager for The Coffee Bean & Tea Leaf, where she oversaw operations and staff.

1. Kimberly Rivera
C: (408) 766-9601 E: kimrivera0321@gmail.com
EXCEPTIONAL CUSTOMER SERVICE
Dedicated to world class service and performance excellence
Dynamic professional with 6+ 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 and Resolution • Personalized Care and Service • Team Building Expertise • High Volume
Customer Support
• Data Reporting and Analysis • Adaptability and Working Under Pressure • Order Fulfillment
• Proficient in Spanish
• Recruitment and Training
PROFESSIONAL EXPERIENCE
8x8, Inc., San Jose, CA March 2016-Present
Implementation Advisor
● Solve customer inquiries via phone,email,and using Saleforce CRMas well as using internal
resources.
● TroubleshootVOIP Phones and Designated Call Flow for the customer’s 8x8 service.
● Pinpointrouter issues and attimes remote in to customer’s computer to assistwith router configuration
appropriate for VOIP 8x8 service to ensure superior Call Quality.
● Assistwith team issues such as escalations,deploymentcases,and covering appointments for the
team when short-staffed.
● Developing abilityto handle up to 30+ calls per day using speed,efficiency, and time management.
● Work with members ofother departments to ensure customer satisfaction.
● Set appointments for new customers to assistthem with their Deployment,walked through the Account
Manager settings,help customer submitPortRequests to 8x8 Number Transfer team,and assistwith
configuring their Call Flow for their business type.
● Follow Up with deployed customers to ensure 8x8 system is working for their business and troubleshoot
when there are issues.
SQUARE INC., San Francisco, CA August 2015- Present
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 paymentpolicies and regulations using companySeller’s Agreement
● Address customer complaints and issues byusing various troubleshooting and/or de-escalation
methods

2. ● Developing abilityto handle up to 70+ calls per day using speed,efficiency, and time management
● Work with members ofother departments to fine-tune processes and be a resource when needed
TICKETFLY, San Francisco, CA May 2015-August 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 reportany order discrepancies to ProjectManager
THE COFFEE BEAN & TEA LEAF, TIMES SQUARE, Manahattan, NY August 2011-February 2015
General Manager
● Produced sales strategies to push sales goals and anynew promotions.
● Analyzed sales goals,productmixreports,cash logs and sentto DistrictManager/VP of
Supply/Accounting.
● Recruited and trained employees to standard for in-s tore 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 dailyto review any discrepancies.
● Gave disciplinaryaction 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.
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