Lavera Rios-Thompson
Philadelphia,Pa
Summary
TRAINING MANAGER | LEADERSHIP DEVELOPMENT | OPERATIONS LEADER Dynamic Training & Operations Leader with 15+ years of experience developing teams, driving employee performance, and delivering operational excellence in retail and banking environments. Proven success designing training programs, coaching employees, strengthening engagement, and supporting business growth through people—centered leadership and strategic workforce development.
Overview
2027
2027
years of professional experience
1
1
Certification
Work History
Training & Operations Leadership Roles
BEST BUY INC.
Philadelphia, PA
1996 - Current
- Led onboarding and development initiatives that increased team engagement scores by 20%.
- Implemented data driven scheduling improvements that reduce payroll variance by 15%.
- Coached and mentored employees at levels, developing talent and preparing team members for leadership opportunities and had a average of 4 employees promoted a year.
- Facilitated training sessions, team meetings, and operational discussions that drive accountability, collaboration, and continuous improvement.
- Supported talent acquisition, workforce planning, scheduling, payroll coordination, and employee engagement initiatives.
- Utilized Power BI reporting and operational audits to identify trends, improve processes, and support data-driven decision making.
- Over-saw inventory accuracy, cash management and shrink reduction initiatives that improved operational efficiency and profitability.
- Led community engagement events and employee recognition initiatives that Strengthen culture and brand presence.
- Provided real-time support de-escalation in fast-paced environments maintaining high standards of customer service excellence.
THERAPEUTIC RESIDENTIAL SPECIALIST II
Resources For Human Development
Philadelphia, PA
01.2015 - 01.2021
- Assist Site Supervisor with site daily operations
- Assist participant with daily living skills
- Escort participant to all Dr. appointments as well family outings
- Conduct food and supplies shopping lists when needed
- Conduct participant monthly reports, Vehicle inspections and document all participant spending
- Site maintenance and cleaning daily
- Monitored resident progress and adjusted interventions based on individual needs and goals.
HOUSE MANAGER/COUNSELOR ASSISTANT
GAUDENZIA PHILLY HOUSE/re-entry house
Phila, Pa
01.2011 - 01.2015
- Random destination checks
- Random drug screenings
- Manage a caseload of eight clients and provide services to assist the client treatment needs
- Access client case consults and keep client notes current as while they receive treat at the program
- Facilitate groups and log all notes
- Schedule family outings with clients
Assistant Branch Manager & Operations Leadership
SUNTRUST BANK
Florida
01.2006 - 01.2010
- Lead branch operations manager, employee coaching, and performance development to improve service quality, sales performance, and operational results.
- Managed daily operations including scheduling, Workforce coordination, vault balancing, ATM operations.
- Compliance and operational reporting.
- Facilitated daily, weekly, and monthly meetings focused on employee development, operational goals, and customer service excellence.
- Mentored employees on Strategies, customer engagement, and professional Cultivated a positive, performance-driven culture that empowered employees and improved Customer satisfaction.
Operations Manager
CIRCUIT CITY
Florida
01.2006 - 01.2006
- Oversaw operations, team supervision, inventory management, loss prevention, and sales support in a fast-paced retail environment.
HR Manager • Operations & Customer Service Manager • Sales & Geek Squad Manager • Loss Prevention Specialist
BEST BUY INC.
Springfield Pa
01.1996 - 01.2006
- Managed staffing, Training, payroll, customer service operations, sales performance, and loss prevention initiatives to support business growth and operational excellence.
Office Manager & Sales Representative
RMH TELEMARKETING
Springfield
01.1993 - 01.1996
- Consistently achieved top sales performance and managed office operations, customer service, billing, and sales verification.
Education
Bachelor of Science -
Temple University
Philadelphia, PA05.1998
Associate of Arts -
Community College of Philadelphia
Philadelphia, PA05.1995
Skills
- Employee Training & Development
- Leadership Coaching & Mentorship
- New Hire Onboarding
- Hybrid Team Leadership
- Performance Management
- Conflict Resolution
- HR Operations & Recruiting
- Payroll & Scheduling Operations
- Management power BI & Data Analysis
- Microsoft Office Suite (Excel, Word, Power Point)
- Public Speaking & Facilitation
- Project Management
Accomplishments
Certificates of accomplishments available upon request
Certification
- FDIC Smart Money Trainer Certification
- Microsoft Office Suite Certified (Excel, Word, PowerPoint)
- CPR and First Aid Certified | Red Cross
- P & L Management
- De-escalation and Conflict Management Certification
- Certificates and certifications available upon request
Timeline
THERAPEUTIC RESIDENTIAL SPECIALIST II
Resources For Human Development
01.2015 - 01.2021
HOUSE MANAGER/COUNSELOR ASSISTANT
GAUDENZIA PHILLY HOUSE/re-entry house
01.2011 - 01.2015
Assistant Branch Manager & Operations Leadership
SUNTRUST BANK
01.2006 - 01.2010
Operations Manager
CIRCUIT CITY
01.2006 - 01.2006
HR Manager • Operations & Customer Service Manager • Sales & Geek Squad Manager • Loss Prevention Specialist
BEST BUY INC.
01.1996 - 01.2006
Office Manager & Sales Representative
RMH TELEMARKETING
01.1993 - 01.1996
Training & Operations Leadership Roles
BEST BUY INC.
1996 - Current
Bachelor of Science -
Temple University
Associate of Arts -
Community College of Philadelphia
AWARDS & RECOGNITION
Humanitarian | Presidential Awards Top Awards | 20 Top Guns Stars, 16 Achievers Awards SAW Champion | Public Speaking Recognition, Top Financial Performance Awards | Young Honors