MERSY RIVERA
Downey
Summary
Dynamic and results-oriented professional with extensive experience in customer service management and compliance, notably at Mariner Finance. Excelled in team leadership and multitasking, significantly enhancing customer satisfaction and sales performance. Proven track record in money handling and staff scheduling, achieving targets through effective collaboration and strategic planning.
Overview
18
18
years of professional experience
Work History
Account Representative 2
Mariner Finance
08.2022 - 04.2024
- Increased customer satisfaction ratings through proactive and actionable resolutions to questions, concerns, or challenges.
- Contacted customers to assess satisfaction and current needs.
- Assisted clients in navigating complex financial and legal processes to reduce risks.
- Kept detailed records of customer interactions for optimal traceability.
- Increased sales with execution of full sales cycle processing from initial lead processing through conversion and closing.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Met existing customers to review current services and expand sales opportunities.
- Selected correct products based on customer needs, product specifications and applicable regulations.
- Processed and assisted in Personal and Lean vehicle Loans
- Supported customer satisfaction through regular follow-up and communication.
Uber Partner
Uber Eats
12.2020 - 08.2022
- Improved customer satisfaction by providing prompt and professional service as an Uber Partner.
- Developed strong time-management skills to ensure punctual pick-ups and drop-offs for passengers.
- Demonstrated flexibility by working nights, weekends, and holidays to accommodate passenger schedules.
- Consistently maintained positive reviews from passengers on the Uber platform due to exceptional service quality.
Store Manager
Check N' Go
04.2016 - 12.2020
- Daily tasks consist of customer service, sales, courtesy and collections calls, installment and payday loans, Western Union wire transfers, and check cashing, as manager I was held responsible for growing business through referrals and cold calling.
- Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
- Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
MANAGER
Digital Currency Services
12.2012 - 03.2016
- Digital currency services Daily tasks consisted of customer service, money gram wire transfers, checking cashing loans and payday loans.
- Developed and maintained relationships with customers and suppliers through account development.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
TELLER
BELL QUICK CHECK
04.2009 - 12.2012
- Daily tasks consisted of customer service, money gram wire transfers, checking cashing loans and payday loans and compliance monitoring.
COMPLIANCE OFFICER
Money N More
02.2006 - 04.2009
- Daily tasks consisted of wire transfers, checking cashing and payday loans.
- Reviewed contracts for compliance and privacy-related issues.
Education
HIGH SCHOOL DIPLOMA -
Francisco Bravo Medical Magnet
East Los Angeles2003
Skills
- Collaborative Team Leadership
- Employee Scheduling
- Customer Service Management
- Proficient in Managing Multiple Tasks
- Financial Transaction Processing
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Contact
Downey, CA 90240
Education
East Los Angeles
Timeline
Account Representative 2
Mariner Finance
08.2022 - 04.2024
Uber Partner
Uber Eats
12.2020 - 08.2022
Store Manager
Check N' Go
04.2016 - 12.2020
MANAGER
Digital Currency Services
12.2012 - 03.2016
TELLER
BELL QUICK CHECK
04.2009 - 12.2012
COMPLIANCE OFFICER
Money N More
02.2006 - 04.2009
HIGH SCHOOL DIPLOMA -
Francisco Bravo Medical Magnet
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