Casey Rivera

Versatile and detail-oriented professional with almost 4 years managing high-volume, multi-channel customer support and administrative tasks across three distinct industries. Highly skilled in Salesforce and Zendesk CRM management, high-accuracy data entry, and de-escalating complex billing and order resolution issues. Dedicated to improving operational efficiency and client satisfaction.

E-commerce CSR at Zulily (2025-08 – Present)

Bold Business

• Assists customers with order-related issues
• Coordinating directly with vendors to update order statuses
• Updated Shopify stores
• Handling chargebacks

E-commerce CSR at Support Ninja (2025-03 – 2025-06)

3 months seasonal contract - Zola

• Provided specialized administrative support to couples, assisting with wedding website creation, invitation designs, RSVPs, and save-the-dates
• Managed end-to-end customer support for registry setup, including product inquiries, complex returns, refunds, and billing support
• Managed order tracking and initiated gift replacements, maintaining high client satisfaction

Healthcare CSR at Continuum Global Solutions (2024-09 – 2025-01)

4 months seasonal contract - Aetna Insurance

• Resolved sensitive Medicare coverage, copay, and eligibility concerns, ensuring improved patient satisfaction and policy understanding
• Coordinated communication between patients, insurers, and medical staff to facilitate care
• Ensured HIPAA-compliant handling of sensitive patient information and efficiently tracked and managed prescription orders

CSR and Sales Representative at Concentrix (2024-02 – 2024-08)

PODS

• Provided sales support for US customers, successfully upselling and creating accurate quotes for storage and moving services
• Processed bookings and order modifications including schedule adjustments, billing, payment, and container tracking concerns
• Utilized internal CRM tools for order management and accurate data updates

E-Commerce CSR/SME at Ibex Global Solutions (2021-11 – 2023-11)

Shopify & Mercari

• Responded to a high volume of customer inquiries via email regarding orders, refunds, returns, account issues, and shipping concerns
• Handled time-sensitive order modifications, including cancellations and address corrections, ensuring quick and accurate resolution
• Provide real-time support to agents, resolve escalated tickets, and review quality standards

Bachelor of Science in Business Administration Major in Financial Management – University of Rizal System