Casey Rivera

CASEY RIVERA Customer Service and Sales Specialist ABOUT ME Customer Support Specialist with over 3 years of experience in e-commerce, healthcare, and logistics. Adept in billing, CRM tools, order resolution, and email/voice support. Tools: Shopify, Gladly, Zendesk, Gorgias, Salesforce, Excel. --Rizal, Philippines EXPERIENCE EDUCATION E-commerce CSR - Zola March 2025-June 2025 University of Rizal System Support Ninja save-the-dates Bachelor of Science in Business Administration Major in Financial Management Handled registry setup, product questions, returns, refunds, and billing support 2020 - 2024 Assisted couples with wedding website creation, invitation designs, RSVPs, and Managed order tracking and gift replacements Healthcare CSR - Aetna Insurance Deans Lister ROTC CADET Student September 2024-January 2025 Continuum Global Solutions ICCT Colleges Resolved Medicare coverage, copay, and eligibility concerns, improving patient satisfaction Informed and educated callers on policies and procedures Bachelor of Science in Psychology Coordinated communication between patients, insurers, and medical staff Ensured HIPAA-compliant handling of sensitive information SKILLS Tracked and managed prescription orders efficiently CSR and Sales Representative -PODS February 2024-August 2024 Management Skills Creativity Concentrix Provided sales support for U.S. customers booking storage and moving services Created quotes, processed bookings, and handled schedule adjustments Assistance Resolved billing, payment, and container tracking concerns Explained service options, upsold where applicable Conflict Resolution Used internal tools for order management and CRM updates E-Commerce CSR/SME - Shopify & Mercari Knowledge Base & Website October 2021-October 2023 Critical Thinking Leadership Ibex Global Solutions Responded to a high volume of customer inquiries via email regarding orders, refunds, returns, account issues, and shipping concerns Handled order modifications, including cancellations and address corrections, while ensuring quick and accurate resolution Promoted to SME, provided real-time support to agents, resolved escalations, Email, Chat, and Voice Support Event Coordination Support Sales reviewed tickets, and upheld quality standards LANGUAGE REFERENCES Ralph Lawrence Navarro John Steven Tagle Team Leader Trainer English Tagalog Phone: - Phone: Email : - Email :--