Esmeralda Rivera Email & Phone Number

Chicago, Il, Us

Chicago, Il, Us

Atlanta, Georgia, Us

●Spearhead the management of a $2M portfolio of enterprise clients, achieving a 98% client satisfaction rate and ensuring consistent annual recurring revenue growth.●Develop and implement targeted retention strategies, resulting in a 100% client retention rate and solidifying long-term client partnerships.●Partner cross-functionally with Sales and Product Development teams to launch new product features, successfully addressing 90% of client requirements and enhancing product value.●Boost product adoption by 50% within three months through tailored client training, directly contributing to a 20% increase in upsell opportunities.●Streamline support operations by prioritizing and resolving 95% of high priority cases within 24 hours, improving overall response time by 30% and enhancing client trust.●Handle an average of 50+ customer inquiries weekly, delivering timely and effective solutions that elevate customer satisfaction and reinforce brand loyalty.

Chicago, Illinois, Us

●Led cross-functional collaboration to successfully launch 2 new products, driving a 90% increase in customer adoption and satisfaction.●Executed comprehensive quality assurance processes and swiftly resolved critical issues, reducing post-launch defects by 85% and ensuring product reliability.●Optimized and streamlined support documentation, cutting resolution time by 75% and improving customer support efficiency.●Developed and delivered 2 instructional manuals, 30+ training videos, and various training materials, resulting in an 85% increase in user engagement and proficiency across all platforms.●Identified, escalated, and validated an average of 4-6 critical bug reports monthly, achieving a 90% resolution rate within 4 days and significantly enhancing overall product stability.

Fort Lauderdale, Florida, Us

●Recruited, trained, and mentored a team of 60 indirect employees, driving a 90% increase in productivity and reducing turnover by 85% through targeted coaching and development programs.●Designed and executed operational success plans, resulting in significant organizational growth and improved efficiency across multiple departments.●Directed and oversaw program activities to align with organizational school objectives, successfully securing $15 million in funding for Charter Schools USA.●Streamlined and automated data processes, achieving an 80% increase in automation and reducing manual errors by 90%, enhancing data accuracy and workflow efficiency.●Created and delivered executive dashboards and detailed management reports using MS Excel, enabling data-driven decision-making at all leadership levels.●Ensured 100% compliance with relevant organizational and governmental policies and standards, mitigating risks and maintaining operational excellence.

Fort Lauderdale, Florida, Us

●Managed food service operations and compliance for 84 schools across 7 states, ensuring adherence to quality standards and operational efficiency.●Processed and reconciled 100% of vendor invoices, reimbursements, and general expense submissions streamlining financial workflows and reducing discrepancies.●Implemented and enforced up-to-date National School Lunch Program (NSLP) and state agency regulations.●Identified and drove growth opportunities, guiding operational teams to achieve key success milestones and contributing to measurable program expansion.●Facilitated seamless communication and data reporting across management, staff, and external agencies, improving information flow and reducing reporting errors by 30%.●Resolved an average of 50+ incoming calls weekly, while efficiently managing office operations, including ordering supplies and processing correspondence, ensuring timely and accurate delivery of tasks.

●Applied excellent organizational, communication, and planning skills to coordinate projects for the Operations team.●Pushed optimal assistance and office support by ensuring all resources are aligned to effectively support organizational goals.●Collaborated with teams and ambitious people across multiple departments, learning and collaborating every step of the way.●Demonstrated team leadership skills by effectively distributing tasks according to boost productivity within the team.●Finalized administrative duties such as documentation and inventory management to streamline operational workflow.

Fort Lauderdale, Fl, Us

●Proactively backed Nova Southeastern University’s staff, faculty, senior stakeholders, and leadership teams.●Managed a portfolio of projects focused on operational implementations and innovating plans aligned with each project.●Efficiently communicated with diverse and various teams to identify problems, create solutions, and implement improvements.●Executed administration objectives, partnering with teams to define solutions, best approaches, and plans to fit operating models.●Set workstream schedules, estimated project resource plans, and maintained status reports for all business resources and end-users.●Continuously monitored project progress and made detailed scheduled reports on measurable items, milestones, and deliverables.●Improved operations by assessing, developing, and implementing uniform and consistent policies, best practices, and procedures.●Expertly reviewed administration processes to identify opportunities for improvement and implement updates to the process.