Maricela Rivera-Jara
Summary
Tenacious Operational Risk Analyst successfully develops and maintains comprehensive processes to identify and reduce operational risk across business units. Collaborates with functional leaders and subject matter experts to drive initiatives that contribute to long-term operational excellence. Analyzes operational policies and procedures to align improvement to performance shortfalls.
Overview
23
23
years of professional experience
Work History
Large Loss/Litigation Senior Casualty Specialist
Progressive Casualty Insurance Company
09.2010 - Current
- Individual Collaborator - work cohesively with Florida Claims & Corporate Leaders: Large Loss, Litigation, Property Damage Process, Product & Specialty Zone, Special Investigation/Major Case Fraud Unit, Claims Legal, House Counsel & Outside Counsel
- Worked with private investigators and attorneys on preparation of evidence, witness statements, and other documentation in preparation for trial.
- Conducted comprehensive interviews of witnesses and claimants to gather facts and information.
- Directed and coordinated various investigations conducted by field investigation team.
- Identified insurance coverage limitations with thorough examinations of claims documentation and related records.
- Reviewed questionable claims by conducting agent and claimant interviews to correct omissions and errors.
- Analyzed information gathered by investigation and reported findings and recommendations.
- Directed claims negotiations within allowable limit of $1 million dollars and supported successful litigations for advanced issues.
Lead Administrative Support Assistant/Dispatcher/Quality Assurance Analyst
Fedex
06.2009 - 11.2010
- Monitored and evaluated personnel performance to complete annual reviews, recommend advancement, or address productivity concerns.
- Analyzed data related to administrative costs and spending trends to prepare budgets for personnel.
- Updated reports, managed accounts, and generated reports for company database.
- Established workflow processes, monitored daily productivity, and implemented modifications to improve overall performance of personnel.
- Communicated corporate objectives to various divisions to meet deadlines and adhere to company budgets.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
- Liaised between clients and vendors and maintained effective lines of communication.
- Directed dispatching, routing, and tracking of 100+ fleet vehicles.
- Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
- Processed invoices and payments for dispatched orders to provide proof of transaction
- Tracked delivery progress to identify possible delays and provide real-time updates to customers.
Assistant Store Manager
Racetrac Petroleum Inc.
12.2001 - 05.2009
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
- Walked through store areas to identify and proactively resolve issues negatively impacting operations.
- Reduced operational risks while organizing data to forecast performance trends.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Maintained positive customer relationships by responding quickly to customer service inquiries.
- Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
Education
A.A. in Criminology -
Hillsborough Community College
Tampa, FLSkills
- 26 plus years of Customer Service
- Effective in influencing others by using decisive and just reasoning
- Risk and Control Self-Assessment (RSCA)
- Intermediate-Proficient in MS Word, Office, Excel, Lotus Notes, TEAMS, Sharepoint & Outlook
- Innovative and Pragmatic Process/Operational improvement
- Cross-functional team/project management and relationship development
- Targeted risk assessments & Risk Mitigation/Remediation
- COSO
- Audit Coordination
- Information Security
- Data Analytics
Affiliations
- Toastmaster
- Association for Certified Fraud Examiners
Languages
English
Native or Bilingual
Spanish
Full Professional
Portuguese
Elementary
Timeline
Large Loss/Litigation Senior Casualty Specialist
Progressive Casualty Insurance Company
09.2010 - Current
Lead Administrative Support Assistant/Dispatcher/Quality Assurance Analyst
Fedex
06.2009 - 11.2010
Assistant Store Manager
Racetrac Petroleum Inc.
12.2001 - 05.2009
A.A. in Criminology -
Hillsborough Community College
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