Kathleen Rivera Email and Phone Number

Support customers through the loan process during the build of their new home with NVHomes

Identify and assess customers’ needs to achieve satisfaction and maintain customer accounts through ZOHO CRM. Oversee and manage equipment repair workflows both in-house and at our manufacturer. Facilitate training internationally. Assist with creation of quotes and placement of orders and follow up after a customer has received an order or service to ensure satisfaction. Resolve product or service issues. Assist senior leadership with special projects. Coordinate tradeshow registrations and manage all administrative tasks related. Write case studies and press releases about notable client use of our technology. Research and develop content and create digital presentations for Service Network Members.

Continuously supported Marketing and IT teams to identify, analyze, and resolve online booking customer experience issues. Assisted clients nationwide with event planning, answering questions, and preparing and sending documents in a timely manner. Oversaw several hundred contracts each month. Managed outstanding balances while securing and updating payments on a daily basis to meet deadlines. Monitored client feedback and resolved negative reporting.SELECTED ACCOMPLISHMENTS • Acted as department manager for one year and established departmental standards, practices, and procedures to develop continuity of work processes. • Created multiple departmental tools for new hires addressing job functions not focused on during employee training. Tools were subsequently used to create department training handbook. • Compiled and analyzed incoming correspondence to determine areas of improvement for online booking system, resulting in the development of an action plan to reduce client complaints and improve client satisfaction.

Opened and closed venue. Balanced all cash and point of sale systems daily. Supervised staff of 15-20 employees. Scheduled and coached up to 50 employees including servers, event hosts, porters, and front desk staff. Liaised with on-site contacts of private events to ensure their functions ran smoothly. Actively engaged with customers and resolved problems to help assure a positive experience. Interviewed, hired, and facilitated training of all service staff. Created, staffed, and managed lane grids to place staff and events appropriately, ensuring all contract conditions were executed fully and correctly.SELECTED ACCOMPLISHMENTS• Promoted from Administrative Manager to Operations Manager within 3 months of hire because of demonstrated success and knowledge of business.• Implemented new filing system to maintain personnel files of current and past employees, resulting in more efficient and accurate record keeping. • Coordinated execution of full venue buyouts on multiple occasions, hosting nearly 2,000 guests at several different functions.

Taught English language pronunciation, vocabulary, and conversation to children ages 2-6 years old using materials both provided and self-created. Privately tutored adolescents and teenagers. Administered written and oral tests for assessing language skills and facilitated academic placement and progression. Developed and tailored individualized learning plans specific to each student’s strengths and weaknesses, ensuring consistent growth in language ability.SELECTED ACCOMPLISHMENTS• Restructured written and oral testing methods and guidelines thereby achieving better assessment of skills and more accurate level placement for students. • Developed a competitive English essay with a privately tutored student resulting in an honorary award for quality and creativity among all Beijing High School students.• Was selected to judge contestants in a most prestigious national English contest as well as emcee the televised awards ceremony with a Chinese counterpart.

Balanced various general ledgers daily related to loan control, loan suspense, corporate credit cards, revolving credit lines, and vendor fees. Routinely performed maintenance on escrow accounts and disbursed funds for real estate tax and insurance premium payments. Served as liaison between bank and insurance companies to obtain documents and maintain compliance. SELECTED ACCOMPLISHMENTS• Presented with the President’s Award for Teamwork for the leadership role I assumed after our branch was robbed, leading to the capture and prosecution of the offender.• Received numerous “High Five” awards for Team Leadership, Community Leadership, Sales, and Accuracy.• Selected as one of seven bank employees to participate in a Supervisory Focus Group culminating in the creation of a teller supervisor training manual.

Planned, organized, and oversaw monthly meetings. Ordered and maintained office supplies. Interviewed, trained, and managed staff of bank tellers. Set sales and referral goals for tellers as well as created and maintained staff schedules. Oversaw branch vault and cash supply, handled teller cash transfers, prepared and received cash shipments, and performed branch settlement activities. Efficiently processed and settled client transactions while complying with security and procedural laws and guidelines. Provided front-line, high-quality service and sales to new and existing clients, developing rapport and promoting new services. SELECTED ACCOMPLISHMENTS• Reorganized filing and records’ retention system to more efficiently manage and access paperwork.• Mentored and coached teller staff to consistently demonstrate the company’s vision, mission, and values, thereby lowering complaints and increasing overall client satisfaction by 30%.• Selected to become a Certified Teller Trainer and trained over a dozen new hires who went on to successfully work as tellers in other branches.