MaryJudiel Rivera
CUSTOMER SERVICE SPECIALIST
San Pablo City
Summary
Customer Support Specialist with 5+ years of experience delivering high-quality service across chat, email, and phone in fast-paced e-commerce and healthcare environments. Skilled in troubleshooting technical and order-related issues, managing customer accounts, and collaborating cross-functionally to improve workflows and user experience. Proven ability to resolve high-volume inquiries efficiently while maintaining accuracy, empathy, and strong customer satisfaction.
Professional with strong track record in virtual assistance roles. Expertise in managing administrative tasks, client communications, and scheduling. Known for effective collaboration and adaptability, ensuring seamless support in dynamic environments.
Overview
8
8
years of professional experience
Work History
General Virtual Assistant / Customer Service Specialist
Outpeak Services Inc.
07.2022 - 03.2026
- Respond to 50+ daily customer inquiries via chat and email, delivering timely and accurate resolutions
- Troubleshoot order, pricing, and system-related issues, clearly explaining solutions to customers in a simple and effective manner
- Manage customer accounts, including order tracking, issue resolution, and follow-ups to ensure satisfaction
- Collaborate with internal teams to escalate issues and provide feedback on recurring system errors and process gaps
- Track order fulfillment and proactively communicate updates, reducing follow-up inquiries by 25%
- Identify pricing discrepancies and system issues, preventing revenue loss and improving order accuracy
- Support administrative operations including reporting, documentation, and workflow coordination
- Contribute to improving support workflows by identifying inefficiencies and suggesting process enhancement
- Enhanced client satisfaction by providing exceptional customer service through prompt and professional email correspondence.
Medical Administrative Assistant (Remote)
Healthy Boss
04.2022 - 07.2022
- Verified insurance eligibility and coverage by coordinating with healthcare providers
- Acted as liaison between patients and providers, ensuring accurate and timely communication
- Handled sensitive information with strict confidentiality and attention to detail
- Supported patients via phone and email regarding order status and medical supply inquiries
- Generated reports and logged patient information for reliable records.
- Conducted insurance verification and preauthorizations and managed patient charts.
- Followed up with insurance companies to secure timely payment.
E-commerce Administrative Support / Order Processor
Big Outsource
03.2020 - 03.2022
- Managed end-to-end order processing and customer communication across chat and email channels
- Processed refunds, replacements, and warranty claims with 98% accuracy
- Coordinated with fulfillment and logistics teams to resolve delivery and inventory issues
- Monitored order tracking and proactively addressed delays, reducing shipping-related complaints by 20%
- Generated invoices and shipping labels to properly bill and ship customer orders.
- Identified recurring order issues and contributed to workflow improvements
- Processed customer orders in line with established policies and procedures.
Real Estate Administrative Assistant / Virtual Assistant
S&C Outsourcing
08.2018 - 03.2020
- Handled outbound calls and prospecting using Mojo Dialer and RingCentral
- Coordinated leads management with Podio CRM software to improve efficiency with prioritized prospects.
- Created and scheduled social media content using Hootsuite
- Designed marketing materials using Canva
- Generated leads for sales and rental properties through cold calls and referrals.
- Coordinated appointments to show marketed properties.
Skills
Administrative support
Scheduling
Coordination
Documentation
Data entry
Customer support
CRM management
E-commerce support
Customer service
Accomplishments
- Reduced email backlog by 30% through improved inbox management
- Maintained 98% accuracy in transaction and record processing
- Decreased follow-up inquiries by 25% through proactive communication
- Reduced customer complaints by 20% by improving order tracking processes
CORE COMPETENCIES
- Customer Support (Chat, Email, Phone)
- Troubleshooting & Issue Resolution
- Account Management & Order Processing
- CRM & Support Tools (Gorgias, Zendesk, Podio)
- E-commerce Operations (Shopify, ShipStation, Cin7)
- Cross-functional Collaboration
- Process Improvement & Workflow Optimization
- Data Tracking & Reporting
PROFESSIONAL STRENGTH
- Excellent Written & Verbal Communication
- Strong Problem-Solving & Troubleshooting Skills
- High Attention to Detail & Accuracy
- Adaptable in Fast-Paced, High-Volume Environments
- Collaborative Team Player with Positive Attitude
- Compassionate and Customer-Focused Approach
Timeline
General Virtual Assistant / Customer Service Specialist
Outpeak Services Inc.
07.2022 - 03.2026
Medical Administrative Assistant (Remote)
Healthy Boss
04.2022 - 07.2022
E-commerce Administrative Support / Order Processor
Big Outsource
03.2020 - 03.2022
Real Estate Administrative Assistant / Virtual Assistant
S&C Outsourcing
08.2018 - 03.2020