LUIS A. RIVERA
Toa Baja
Summary
Results-driven operations and restaurant leader with experience managing high-volume environments and leading diverse teams. Proven ability to drive performance, improve operational efficiency, and deliver exceptional customer experiences. Strong background in team development, daily operations management, and achieving business goals. Passionate about building high-performing teams and maintaining excellence in fast-paced settings.
Overview
2027
2027
years of professional experience
Work History
Tour Guide and Office Operations Assistant
Ocean Motion
San Juan, PR
01.2025 - Current
- Process daily customer transactions, reservations, and payments with high attention to accuracy and completeness.
- Verify intake documentation, waivers, and transaction details to maintain audit-ready records.
- Maintain organized financial and administrative files, daily logs, and transaction records.
- Support reconciliation of daily bookings and payments by identifying discrepancies and escalating as needed.
Executive Team Leader, Logistics Operations
Chick-fil-A
Union, NJ
2023 - 2025
- Partnered directly with the General Manager to oversee daily restaurant operations, including front and back-of-house execution.
- Led and developed a team of 20-40 employees, fostering a culture of accountability, teamwork, and exceptional service.
- Managed daily shifts, ensuring efficiency in speed of service, food quality, and cleanliness standards.
- Trained and coached team members and supervisors, contributing to improved retention and internal promotions.
- Monitored key performance indicators including sales, labor, and throughput, implementing strategies to improve results.
- Assisted with inventory management, ordering, and cost control to meet financial goals.
- Resolved customer concerns professionally, maintaining high satisfaction and brand standards.
Customer Service Representative (Seasonal)
Nike Factory Store
San Juan, PR
2023 - 2023
- Delivered strong customer service in a fast-paced retail environment.
- Managed high-volume transactions while maintaining accuracy and efficiency.
- Resolved customer complaints through effective communication and problem-solving
- Assisted customers with product inquiries and order processing
Finance Operations and Client Services Assistant
Nationwide Planning Associates
Fairlawn, NJ
2021 - 2023
- Supported operations and administrative workflows in a high-volume, detail-driven environment.
- Ensured accuracy and compliance of client records and financial documentation.
- Assisted in improving processing efficiency, reducing turnaround time by 20%.
- Provided exceptional client support through effective communication and problem resolution.
- Assisted in managing client accounts, ensuring accurate data entry and updates.
Traffic Security Officer
The Port Authority
Elizabeth, NJ
2018 - 2022
- Maintained safety, compliance, and operational order in a high-traffic environment.
- Documented detailed reports and ensured adherence to procedures and regulations.
- Monitored premises to ensure safety and security of personnel and property.
Education
Bachelor of Science - Business Management
Stockton University
Skills
- Team Leadership and Development
- Restaurant Operations Management
- Customer Experience Excellence
- Labor and Performance Management
- Inventory and Cost Control
- Training and Coaching
- High-Volume Operations
- Problem Solving and Decision Making
- Public speaking
- Exceptional communication
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Tour Guide and Office Operations Assistant
Ocean Motion
01.2025 - Current
Executive Team Leader, Logistics Operations
Chick-fil-A
2023 - 2025
Customer Service Representative (Seasonal)
Nike Factory Store
2023 - 2023
Finance Operations and Client Services Assistant
Nationwide Planning Associates
2021 - 2023
Traffic Security Officer
The Port Authority
2018 - 2022
Bachelor of Science - Business Management
Stockton University