Diosana Rivera Email & Phone Number

Davenport, Fl, Us

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 &.