Summary
Overview
Work History
Education
Skills
Timeline
Generic
PAULA RIVERA

PAULA RIVERA

Ridgewood,NY

Summary

Successful human resource candidate with expertise in onboarding, account management and customer success. Adept at building and maintaining positive relationships with employees and management. Strong organizational skills and committed to adhering to relevant laws and regulations.

Overview

11
11
years of professional experience

Work History

Customer Success Operations Specialist

Justworks
04.2023 - Current
  • Successfully triage inbound customer requests and inquiries for customer pool of 400+ accounts
  • Participate in team meetings and training sessions to stay informed about product updates and changes
  • Collaborate with cross-functional teams to deliver successful product implementations
  • Respond to customer requests maintaining team SLA, surpassing metrics quarterly and keeping average 4.8 CSAT score
  • Field employee inquiries related to insurance, pension plan, vacation, sick leave and employee assistance.
  • Partner with clients in senior leadership roles to provide guidance in developing HR policies and procedures.
  • Develop and maintain positive relationships with clients, external vendors, insurance providers and benefits administrators to establish trust and rapport.

Account Manager

Justworks
03.2022 - 03.2023
  • Managed $2M book of business, 55+ accounts
  • Partnered when necessary with internal teams to solve problems and escalate issues
  • Educated clients on new products or services to increase customer engagement with brand
  • Facilitated client satisfaction and renewal calls to drive growth during renewals season
  • Maintained current knowledge of evolving changes in marketplace
  • Administered employee benefits programs and assisted with open enrollment
  • Created and delivered HR training sessions to staff, managers and executives
  • Conducted new employee onboarding and provided ongoing orientation training as requested
  • Evaluated timecards for accuracy on regular and overtime hours
  • Reviewed human resources paperwork for accuracy and completeness

Onboarding Manager

Justworks
08.2021 - 03.2022
  • Performed project tracking through reporting, proactively identifying potential issues and opportunities
  • Ensured all documentation required for new accounts were received on time, signed, and stored
  • Maintained regular schedule of onboarding sessions, one-on-one meetings, and transitional hand-offs
  • Developed and implemented onboarding and orientation programs for new employees
  • Maintained human resources information system and kept employee files up to date and accurate

Business Operations Coordinator

Hunter Douglas
10.2019 - 06.2020
  • Managed new site process from site to physical survey on Salesforce
  • Tracked department budget of over $1m budget
  • Worked closely with field team to collect feedback to improve project plans and deliverables
  • Handled confidential and sensitive information with discretion and tact
  • Screened calls and emails and responded accordingly to support executive correspondence
  • Coordinated and set up meeting materials, presentations and audiovisual systems
  • Organized new employee orientation schedules for new hires
  • Gathered, organized and input information into digital database.

Senior Operations Coordinator

Calvin Klein
11.2017 - 09.2019
  • Monitored and assisted in operations process; managing expectations, results and goals quarterly
  • Owned special projects from ideation to launch, managing timelines and deliverables throughout
  • Provided operational support for over 300 stores to ensure processes were streamlined and communicated
  • Developed systems and procedures to improve operational quality and team efficiency
  • Set, enforced, and optimized internal policies to maintain responsiveness to demands
  • Protected company assets from loss such as theft or damage by setting and enforcing effective security policies
  • Introduced new methods, practices, and systems to reduce turnaround time
  • Collaborated with area managers to evaluate needs and optimize operational plans
  • Worked with vendors to make purchases and reconcile invoices

Store Operations Coordinator

New York And Company
04.2012 - 11.2017
  • Project management from conception to completion, co-managed multiple high-level projects increasing sales companywide by $1m
  • Liaised between departments to facilitate communication and keep appropriate parties updated on project developments
  • Communicated company promotions, products, and technological updates to field and store teams
  • Developed and executed pre-construction milestones on project schedule for new store openings
  • Directed associate warehouse teams to process inbound and outbound shipments with speed and accuracy
  • Analyzed department metrics and performance and reported findings to management
  • Negotiated with distributors to find quality fixtures and supplies for stores at best prices

Education

BBA - Marketing

Laboratory Institute of Merchandising
New York, NY

Master of Science Direct - Marketing

Mercy College
Dobbs Ferry, NY

Skills

  • Zendesk, Confluence, Slack, Jira, Concur, tableau, Salesforce, Microsoft Office and Outlook
  • Effective Project Management
  • Manager Coaching and Training
  • HRIS Software
  • Payroll Coordination
  • Labor Relations Coordination
  • Onboarding, Training and Development
  • Payroll and Benefits Administration

Timeline

Customer Success Operations Specialist

Justworks
04.2023 - Current

Account Manager

Justworks
03.2022 - 03.2023

Onboarding Manager

Justworks
08.2021 - 03.2022

Business Operations Coordinator

Hunter Douglas
10.2019 - 06.2020

Senior Operations Coordinator

Calvin Klein
11.2017 - 09.2019

Store Operations Coordinator

New York And Company
04.2012 - 11.2017

BBA - Marketing

Laboratory Institute of Merchandising

Master of Science Direct - Marketing

Mercy College

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PAULA RIVERA