Diosana Rivera Email & Phone Number

Florida, United States

• Provided subject matter Payroll/Tax support to inbound associates, supplying tier II diagnosis for a timely client resolution.
• Coordinated live/virtual basic and advance payroll trainings sessions for new hire team of 12+ associates.
• Evaluated performance matrix for associates to determine areas of improvement.
• Facilitated individual side coaching session to improve overall knowledge base, encouraging continuous improvement and mastery of role.
• Supervised multiple teams as needed in lieu of manager, educating associate on client de-escalation and resolution practices.
• Partnered with upper management to mitigate loss and obtain resolution for escalated client heightening client retention

• Provided subject matter Payroll/Tax support to inbound associates, supplying tier II diagnosis for a timely client resolution.
• Coordinated live/virtual basic and advance payroll trainings sessions for new hire team of 12+ associates.
• Evaluated performance matrix for associates to determine areas of improvement.
• Facilitated individual side coaching session to improve overall knowledge base, encouraging continuous improvement and mastery of role.
• Supervised multiple teams as needed in lieu of manager, educating associate on client de-escalation and resolution practices.
• Partnered with upper management to mitigate loss and obtain resolution for escalated client heightening client retention

• Provided interpersonal troubleshooting services for clients covering Payroll, Benefits, Time & Attendance, & Tax Service issues.
• Educated clients on use and functionality of services to obtain a better understanding of the platform and design to optimize client experience.
• Organized and develop customized resolutions for individual projects tier II client escalations on various complex and time sensitive topics ranging from Payroll, TLM, Tax, and new payroll legislations.

• Provided interpersonal troubleshooting services for clients covering Payroll, Benefits, Time & Attendance, & Tax Service issues.
• Educated clients on use and functionality of services to obtain a better understanding of the platform and design to optimize client experience.
• Coached and supported new hires through first virtual client interactions.

Orlando, Florida Area

• Optimized and expanded customer base through a variety of interpersonal in person and virtual sales and service promotions.
• Managed customer experience by identifying opportunities to improve the client’s financial wellbeing.
• Applied product and procedural knowledge to identify, mitigate, and solve client issues.
• Spearheaded proactive risk management and loss mitigation through implementation of procedural diagnostics.
• Oversaw daily maintenance of records for all client transactions, resolving complaints, ordering supplies as needed, while creating an interactive work environment

Wayne, NJ

• Project Specialist:May 2015 to PresentShea Center for Performing Arts, William Paterson University of New Jersey
• Responsible for customer service for a wide variety of events (from Jazz shows to Children shows).
• Sold tickets (over the phone, online, and in person) for a diverse number of performances.
• House Manager for events, multitasking to ensure shows run smoothly.
• Supervise staff members.

Wayne, NJ

• Provided friendly service to various patrons in person as an usher/concessions clerk
• Gave information on the various scheduled shows.
• Handled money as a box office clerk, sold tickets over the phone, online, and in person.

Linden, NJ

• Provided friendly and fast customer service.
• Took inventory/organized the supplies that were on hand.
• Trained to work/sell in various hardline departments (toys, domestics, stationary, and Health and Beauty Aids), Market, and Electronics/Entertainment department.

Wayne, NJ

• Implemented/enforced all University and Residents Life policies.
• Promoted academic excellence/interaction between the community and residents.
• Addressed student needs.
• Led/developed student programs to promote social, educational, diversity, and physical/ emotional health.
• Budgeted money used for resident events.

Bachelor Of Arts: Asian Studies, Asian Studies/Civilization, Major Gpa 3.7

Activities and Societies: Coursework included: Basic Chinese I & II, Intermediate Chinese I & II, Basic Japanese I, Modern Indian.

Bachelor Of Arts: History, History And Military History, Major Gpa 3.5

Activities and Societies: Coursework Included: Historical Methods, Political & Social Movements, Colloquium: On War, and Race Ethnicity &.