1. Esmeralda Rivera
234Lower Valley Drive, Kunkletown, PA 18058
Phone: (570) 872-9392 or (570) 534-9202 |mycareers1@yahoo.com
Providing Exceptional Service ... Building Loyal Relationships ... Solving Problems ...
Increasing client base.
• •Dynamic customer service professional experienced in both call-center and at
home settings.
• Excel in listening to customer needs, articulating product benefits and creating
solutions that provide value to the customer.
• Build and maintain enduring customer relationships to boost sales and
generate repeat business.
• Exceed goals for collections, dollars collected hourly, disputes resolved,
credits approved.
• Aided in interviewing, training and fraud audits.
• Strong knowledge in Windows software, fraud investigation, and dispute
resolution.
Experience
12/21/15 to present, Allentown, PA Cedar Crest college, (Part time dispatcher, flexible
schedule).
• Dispatch officers as needed to handle student disputes, or criminal violations.
• Dispatch officers to maintain campus security as needed.
• Run reports, enter traffic violation or campus violation tickets.
• Research conducted as needed, and other duties assigned by campus police chief.
11/6/15 to 12/21/16, Kunkletown, PA Volunteered for Pleasant Valley Estates Civic
Association.
• I am a current member in good standing.
• I did clerical work in the office and also helped to maintain the grounds (lifting
was required between 30 to 80 pounds).
CK HOBBIE, Bethlehem, PA (Temp Agency, assignment at the Guardian), Customer
Service 5/10/2015 to 11/06/2015, call center position in fast paced environment.

2. • Responded to customer inquiries about life insurance claim status, research
and billing inquiries.
• Escalated tickets for disputes.
• Faxed forms for withdrawals from dividends and loan requests
• Researched refund and billing adjustments
• Helped out when needed with extra duties
Web.com (Solid Cactus Division) , Hazleton, PA (Outsourcing services large and
diverse clientele), Customer Service 10/2014 to 5/10/2015, position from call center.
• Respond to telephone inquiries, providing quality service to customers and
associates inquiring about the availability of products or status of orders.
• Process orders, track orders and request claim status as necessary.
• Participate in extra duties as deemed by management.
Coworx , Bethlehem, PA (Outsourcing services large and diverse clientele), customer
Service 1/2014 to 10/2014, position from call center.
• I worked with the AT & T Uverse TV, phone and Internet services.
• I responded to telephone inquiries, and upsold products while providing
quality service to customers and associates inquiring about the availability
of products or status of orders.
• Process orders, track orders and request claim status as necessary.
• Participate in extra duties as deemed by management.
Cigars International, Bethlehem, PA (Sells premium Cigar brands, services large
clientele), sales/Customer Service 05/2013 to 1/2014, position from call center.
• Respond to telephone inquiries, providing quality service to customers and
associates inquiring about the availability of products or status of orders.
• Process orders, track orders and request claim status and necessary.
• Participate in extra duties as deemed by management.

3. Bank of America PA, Scranton, (Large global brand, services large clientele)
Accounts Receivable 08/2012 to 05/2013, virtual position from home
• Respond to telephone inquiries, had sales goals to attain. providing quality
service to customers and associates inquiring about the availability of products
or status of orders.
• Listen attentively to caller needs to ensure a positive customer experience.
• Access electronic and paper billing systems to look up account information
and balances.
• Strive for quick complaint resolution; commended by supervisor for the
ability to resolve problems on the first call and avoid escalation of issues.
• Excel within a service-oriented company, demonstrating a talent for
communicating effectively with customers from diverse backgrounds.
• Support for interviewing new candidates, training new hires, worked
collections for Capital One campaign, Direct TV, and Fraud audits for Chase
Home Mortgage Campaign
Wells Fargo, Allentown, PA (Leading banking autoloans and other financial products)
Collections specialist, 1/2003 to 08/2012
• Ensured customers were satisfied with every part of the call experience, from
initial greeting through completion.
• Memorized the company’s polices, exceeded collection goals, contributed to
department 15% on past due auto loans while providing excellent service.
• Recommended solutions within customer budgets and proactively followed up
with all leads.
Education
Everest University online, Orlando, FL

4. • Associates (graduated 2013) and Bachelors degree in Criminal Justice
(graduated 2014).
Colorado Technical University online, Colorado Springs, CO
• Associates Degree in General Studies, 2009
Seminars completed: not applicable
Available for day, evening, and weekend shifts.