Karina Rivera
West Des Moines,IA
Summary
Dedicated and results-driven Human Resources and Operations professional with experience in employee relations, customer service, and business operations. Skilled in building relationships, resolving conflicts, and supporting organizational goals in fast-paced environments. Seeking to leverage extensive people leadership and operational experience in HR Director and Regional HR leadership roles at the corporate level.
Overview
12
12
years of professional experience
Work History
RVP Director of People
Raccoon Valley Partners Dba's McDonald's
Des Moines, IA
06.2021 - Current
- Senior Human Resources & Operations Leader
- Executive Responsibilities:
- Cultivate and maintain strategic relationships with customers and employees to strengthen engagement, service excellence, and organizational culture
- Lead employee relations and customer experience strategy, ensuring timely and effective resolution of escalated complaints related to sales and service
- Oversee inbound communication channels, ensuring proper routing of calls and accurate messaging to support operational efficiency
- Manage and utilize accounting and operational software systems to record, store, and analyze business data for informed decision-making
- Oversee bank deposit preparation processes by ensuring accuracy in cashier reconciliation, balancing receipts, and secure processing of all payment methods
- Analyze operational reports and financial records to identify trends, project sales performance, and support profitability planning
- Direct and coordinate marketing initiatives and promotional strategies in collaboration with advertising and promotion leadership to drive business growth
RVP McDonald's Operations Assistant Manager
Raccoon Valley Partners Dba's McDonald's
12.2014 - 06.2021
- Customer Service & Operations Experience
- Develop relationships and communicate effectively with customers and employees to ensure a positive experience and productive work environment.
- Resolve customer complaints regarding sales and service in a timely and professional manner.
- Answer phone calls and direct inquiries to appropriate parties or take accurate messages as needed.
- Operate computers programmed with accounting software to record, store, and analyze financial and operational information.
- Prepare bank deposits by compiling data from cashiers, verifying and balancing receipts, and ensuring accurate submission of cash, checks, and other payments to financial institutions.
- Review operational records and reports to project sales trends and determine business profitability.
- Formulate, direct, and coordinate marketing activities and policies to promote products and services while collaborating with advertising and promotion managers.
Education
Bachelor of Business Administration (B.B.A.) - Human Resources Concentration
Colorado Technical University
Colorado City, CO2026
Skills
- Leadership Development & Team Building
- Strategic Thinking & Execution
- Organizational Turnaround & Performance Improvement
- Training Program Design & Implementation
- Onboarding & Talent Development
- Employee Engagement & Retention Strategies
- Operational Excellence
- Performance Management
- Change Management
- Coaching & Mentoring
- Communication & Relationship Building
- Results-Driven Leadership
- Multi-Unit Team Management
- Training Compliance & Accountability Systems
Accomplishments
- Transformed an underperforming organization from 260 TTM to 125 through focused operational and people leadership strategies.
- Designed and implemented a new management onboarding and training program, supporting growth from approximately 100 managers to over 250 internal promotions.
- Improved company-wide training completion rates from 15% to 99% by strengthening accountability, engagement, and training processes.
- Completed certification and training to become a McDonald’s Leadership Training (LT) facilitator, enabling delivery of structured leadership development programs.
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
RVP Director of People
Raccoon Valley Partners Dba's McDonald's
06.2021 - Current
RVP McDonald's Operations Assistant Manager
Raccoon Valley Partners Dba's McDonald's
12.2014 - 06.2021
Bachelor of Business Administration (B.B.A.) - Human Resources Concentration
Colorado Technical University
ADDITIONAL STRENGTHS
- Strong ability to work in fast-paced environments
- Detail-oriented with strong organizational skills
- Team leadership and collaboration
RVP LEADERSHIP AWARD IN 2024
Recipient of the company’s Leadership Award in 2024 presented by the Owner/Operator in recognition of exceptional performance, strategic thinking, and consistent results. This award honors individuals who demonstrate strong leadership, inspire and develop others, and deliver outstanding outcomes across their areas of responsibility.