Khatrina Rivera

Summary

Experienced with managing customer care operations and ensuring high levels of customer satisfaction. Utilizes conflict resolution strategies to maintain positive customer relationships and team dynamics. Track record of successfully leading teams and implementing service improvements.

Overview

years of professional experience

Work History

Customer Care Manager

Thomas James Homes

12.2021 - Current

Establish rapport, and lines of communication to set homeowner expectations of the warranty process
Receiving and addressing new homeowner warranty concerns as necessary via telephone and electronic correspondence
Coordinating inspections/repairs with subcontractors and field representatives
Completing customer care service requests in a timely manner as outlined by department guidelines
Same day follow-up on all trade contractors completing service requests to ensure that all issues are addressed and quality repairs are made as required
Maintain files documenting all customer care activities
Provide biweekly service status reports to the Customer Service Director
Route copies of all back-up documentation to the appropriate parties
Identify recurring warranty concerns and work with construction team members and trade contractors to eliminate or minimize them
Provide an assessment of subcontractors and the quality of their work
Make recommendations for improving the customer care/warranty process
Provide leadership to team members by modeling the company values, vision and operating principles
On a scheduled basis, serve as the contact for after-hours concerns
Implemented effective quality control measures to minimize errors and ensure high standards of service.
Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.

Customer Care Coordinator

Robson Homes

03.2015 - 12.2021

Entered buyer options into our systems and processing option requests
Ensured contract compliance by subcontractors
Updated insurance information from subcontractors
Filed and organizing documents
Maintained and create inventory control logs
Managed the invoice distribution and approval process
Created and maintaining spreadsheets
Reviewed purchase orders for accuracy and compliance with company policies before approval, minimizing errors and potential disputes.
Took ownership of homeowner issues to follow problems through to resolution.
Assisted call-in customers with questions and orders.
Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
Reduced customer complaints by proactively identifying potential issues and implementing solutions.
Scheduled warranty repairs with subcontractors

Office Manager

Strawn Construction, Inc.

06.2014 - 03.2015

Performed administrative and office support for multiple Project Managers, Superintendents, and Executives in parallel with daily responsibilities
Prepared Bid documents and request bonds, prepare pre qualification documents , request insurance documents in preparing for the bidding process
Created and maintain a functional filing system
Prepared, audit, allocate and post Payroll
Audited, processed and pay expense reports for multiple employees
Maintained, purchase and inventory while managing cost efficiency of office supplies
Managed calendar in accordance with upcoming projects, meetings, job walks, prequals, and RFP’s

Executive Administrative Assistant

Pac Tech USA

02.2011 - 04.2014

Performed administrative and office support activities for multiple supervisors in parallel with said daily responsibilities
Reconciled company credit cards
(International and Nation)
Prepared and audited all travel expense reports
(International and Nation)
Assisted the President of the company with scheduling, planning, travel, spreadsheets, errands, personal affairs and projects
ACCOUNTS RECEIVABLE, COLLECTIONS
Maintained up-to-date billing system, generated age analysis, and reviewed AR aging to ensure compliance, nation and international
Followed up on, collected and allocated payments in order to carry out billing, collection and reporting activities according to specific deadlines
Maintained accounts receivable customer files and records PURCHASER
Prepared PO’s by verifying specifications and price; obtained recommendations from suppliers for substitute items; obtained approvals from requisitioning departments
Obtained purchased items by forwarding orders to suppliers; monitored and expedited orders
Verified receipt of items by comparing items received to items ordered; resolved shipment errors with suppliers
Planned and implemented material flow management systems to meet production requirements LOGISTICS
Shipping & Receiving of customer and vendor products
Filing & maintenance of all paperwork (process reports, quotations, purchase orders, customer orders, etc.)
Updating all customer WIP spreadsheets for accuracy
RFI preparation
Inform customers on order status, shipment and receipt QUALITY
Inspected for the Quality Assurance Management to support the Production departments with 5’s program
Prepared all departments according to 5’s standards to insure successful audits

Accounting Clerk

Landgro Landscaping and Construction

02.2008 - 02.2011

Prepared invoices for payment
Matched and filed work orders following the verification processes
Opened mail and posted payments to the correct accounts utilizing computer systems
Updated proper information in the database
Recorded bills
Received and processed payments
Recorded entries and totaled balances in accounts
Entered timecards using spreadsheet for payroll and kept the general ledger balanced
Contacted clients with delinquent accounts
Saw customers to accept payments or provided refunds
Noted errors and found the cause of the miscalculation
Audited other employee’s work and made sure the final figures were correct before submitted

Education

HIGH SCHOOL DIPLOMA - General Education

MILPITAS HIGH SCHOOL

06.1994

Skills

Share Point
Microsoft 360
Microsoft Projects
HB1
Power BI
Windows Platform
Organizational skills
Problem solving

Time management
Detail-oriented
Verbal communication
Written communication
Customer relations
Raining and mentoring
Delegation and supervision

Timeline