Sindi Rivera

About

With a diverse background in customer success and operations, I have honed my skills in client management, problem-solving, and team leadership. Currently, I serve as a Merchant Success professional at Kafene, where I focus on merchant support and training. Previously, I was a Customer Success Manager at Rovagnati North America, ensuring customer satisfaction through effective communication. My role as Operations Supervisor at Vision Solar LLC involved overseeing call center operations and team development. At RLS Logistics, I managed multiple client accounts, ensuring deadlines were met in a fast-paced environment. My career began at Lucca Freezer & Cold Storage, where I led a team to maintain high-quality service and client satisfaction. My experience is complemented by studies at Cumberland County College. I am committed to enhancing customer experiences and driving team success.

Experience

• Merchant Success · Kafene10-01-2023

  Merchant support, troubleshooting, ticketing problem solving. Merchant training, payment solution. Escalation Resolution. Contract Processing. Customer Onboarding.

• Customer Success Manager · Rovagnati North America12-01-2022 – 05-01-2023

  Managed customer relationships and ensured customer satisfaction through effective communication and problem-solving.

• Operations Supervisor · Vision Solar LLC10-01-2021 – 11-01-2022

  Problem solving. Call center manager. Operations Supervisor. Responsible for Operations and call center training and development, along with expansion of the team. Interviewing candidates for team growth performance. Subject matter expert for topics related to the general solar process. Leading by example through working on projects alongside entry-level agents. Responsible for team task management and daily productivity. Reviewing and assigning projects to agents. Quality assurance and quality review meetings for individual team members. Working to determine areas of weakness of individual agents and the team to provide targeted training to improve team and agent performance. Handle customer escalations that are unable to be handled by an entry-level agent. Assist with queue management and workflow where needed. Support the decisions of management and assist in carrying out the processes for the team. Maintaining or assisting in improving a positive team culture.

• Customer Support Specialist · RLS Logistics05-01-2017 – 10-01-2021

  Management of multiple client accounts along with product management. Making sure deadlines were met and offering quick problem solving resolutions in a fast paced environment. Cross team collaboration, planning, decision making.

• Customer Service Specialist · Lucca Freezer & Cold Storage01-01-2013 – 05-01-2017

  Onboarding new clients, working on retention of current clients as well as overseeing and managing their accounts products and order management. Maintained constant communication with our clients to ensure their satisfaction with our products and services were to their expectations. While leading and supervising a team of 6 individuals assuring quality and success of the service being provided to our clients.

Education

• Cumberland County College

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