customer service

Carmen Rivera   1380 North Ave. apt 513, Elizabeth, N.J. 07208- Tel: 908-986-6586, Email:    


Customer service professional with 20+ years of experience in minimizing dissatisfaction and increasing customer loyalty efficiently. Seeking an opportunity to demonstrate my expertise and knowledge to increase productivity for the company and advance in my career.


Mortgage Collector  Servicing        Bank of America, Newark, NJ                                           2012-2013

  • Provide customers with their mortgage terms and answer any inquiries
  • Assisted homeowners with post-foreclosure inquiries and possible options to avoid foreclosure
  • Obtained customers’ financial assessment to provide best payment arrangement for home retention
  • Ensuring compliance with company’s policies and regulations such as TCPA and FDCPA

Bilingual Customer Satisfaction            Bank of America-Card Newark, NJ                            2008-2009            

  • Customer focused with a proven capacity to provide the best resolution for their situation
  • Achieved quality and performance goals month over month to provide best customer satisfaction
  • Responsible for outbound/inbound customer service while providing additional products credit protection

            Offered other products and services, overdraft protection, referred to other departments for additional assistance      

Bilingual Senior Collector I, II, & III    Bank of America-Card Services   West Seneca, NY  2005-2006

  • Managed a portfolio of delinquent credit card accounts to asses risk and help cure delinquency
  • Ability to perform effective skip tracing to contact customers to educate them about their credit card terms
  • Aided customers with payment arrangements and negotiated settlement terms
  • Collected through 180-days of delinquency

Telesales Agent          Clientlogic  Buffalo, NY                                                                               2002-2003

  • Offered recommendations and helped customers to select best internet service based on their needs
  • Cross-selling service to provide additional products that helped increase revenue for the company
  • Selected by Leadership team to be part of a specialized team, Sony Technical Support to provide customers

         With technical support over the phone        

Sales/Promotions/Merchandise Specialist   Sears Roebuck    Amherst,                                      2001-2002

  • Aided customers through retail merchandise
  • Consistently selling customers merchandise that were being promoted
  • Offered credit cards to deepen customer relationships

Loss Prevention    Sears Guayama, Puerto Rico                                                                                      1993-2000

  • Patrolled the facility and served as a general security presence and visible deterrent to crime and rule  
  • Monitored security surveillance and served undercover to prevent theft and losses for the company
  • Investigated calls and complaints involving theft, accident, fire and hazard reports
  • Responded and reported all incidents, accidents and medical emergencies to law enforcement

Accounts Receivable Clerk and Data Entry/ Porky Products Inc./ Jersey City,                           1989-1991 

Senior Scheduler/ Ogden Allied Maintenance Corp./ New York,                                                   1986-1991

Administrative Assistance/ Ogden Allied Maintenance Corp./ New York,                                   1984-1986

Personnel Clerk/ Allied Maintenance Corp./ New York,                                                                 1980-1984



Certificate in Microsoft Office                                                                                                            2004-2005

Adult Learning Program-Buffalo, New York


Course work in Business                                                                                                                     1994-1995

Universidad Inter-Americana-Guayama, Puerto Rico


Certificate of Computer Programing                                                                                                1992-1993

Instituto De Banca-Guayama, Puerto Rico


  • ID#: 79288
  • Location: Elizabeth, NJ , 07208

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