Marilyn Rivera
Bronx ,NY
Summary
Dedicated and results-driven professional with extensive experience in social and community services, customer service, marketing, and program management. Proven track record of improving productivity, delivering measurable results, and supporting diverse populations through client-centered service delivery.
Overview
1
1
Certification
14
14
years of professional experience
Work History
Career Service Coordinator
Grant Associates
The Bronx, NY
04.2026 - Current
- Conducts assessments to new clients to determine services
- Refers clients to vocational rehabilitation, training or to Account Managers for recruiting events.
- Works closely with Account Managers and Community Partners to match employer needs/job orders with the skills and qualifications of jobseekers.
- Manages a schedule for training, client assessment and individual career advisement with placement targets results
- Maintains a case load and manages case notes for each client
- Reviews resume and assess candidates' eligibility for specific job openings
- Assists candidates in preparing or revising resumes
- Conducts workshops to help build candidates' skills and improve their chances of employment
- Input data into database and generate reports for trainings
Retention Supervisor
Maximus Career Pathways/WeCARE
NY
09.2019 - 09.2025
- Trained and mentored staff on best practices for client retention techniques.
- Developed retention strategies to enhance client engagement and satisfaction.
- Analyzed customer feedback to identify trends and areas for improvement.
- Implemented process improvements that streamlined operations and reduced churn.
- Conducted performance evaluations to assess team effectiveness in meeting retention targets.
- Managed conflict resolution to foster positive relationships with clients and stakeholders.
- Promoted a positive work environment, fostering collaboration and open communication between team members.
- Elevated employee engagement levels through recognition programs, incentive schemes, and opportunities for career advancement within the department.
- Assisted in budget management for the retention team, ensuring cost-effective use of resources without compromising on results.
- Conducted root cause analyses on lost customers to identify trends and inform future retention strategy development.
- Developed strong relationships with customers, understanding their needs and providing tailored solutions for maximum satisfaction.
- Managed a team of retention specialists, ensuring consistent performance and adherence to company policies.
- Analyzed customer behavior and data to identify trends and develop customer retention strategies.
- Improved organizational filing systems for confidential employee records, resulting in improved accessibility and efficiency.
- Conducted performance reviews and provided feedback to managers on employee performance.
Lead Service Coordinator Supervisor
Maximus Career Pathways
NY
07.2019 - 09.2019
- Led and supervised a team of Service Coordinators, ensuring high-quality service delivery, staff performance, and program compliance.
- Managed daily operations, including workshops, intake, orientations, and employment services for a high-volume caseload.
- Monitored performance metrics and implemented data-driven strategies to improve outcomes and operational efficiency.
- Conducted staff evaluations, provided coaching, and partnered with Human Resources to address employee relations and performance issues.
- Ensured 100% compliance with contractual requirements, SEAMS reporting, and FIA3A submissions through ongoing audits and quality checks.
- Strengthened employer and community partnerships to expand job placements and workforce development opportunities.
- Oversaw internship and training programs, tracking participant attendance, engagement, and employment outcomes.
- Trained and onboarded new staff on systems, policies, and procedures to ensure consistent program standards.
Case Management Supervisor
Maximus Back to Work Program
NY
06.2019 - 07.2019
- Supervised and coached a team of Case Managers, ensuring high-quality service delivery, staff accountability, and program compliance.
- Oversaw daily operations, including intake, assessments, service plans, and employment readiness activities for a high-volume caseload.
- Monitored case management performance metrics and implemented data-driven strategies to improve participant outcomes and program efficiency.
- Conducted staff evaluations, provided ongoing coaching, and partnered with Human Resources to address performance and employee relations issues.
- Ensured compliance with HRA, NYCWAY, and Back to Work program requirements through regular case audits and quality assurance reviews.
- Reviewed and approved case documentation, service plans, and activity tracking to maintain accuracy and compliance standards.
- Collaborated with job developers, training providers, and community partners to support employment placements and career pathway development.
- Trained and onboarded new staff on Maximus systems, policies, and procedures, ensuring consistency and adherence to program standards.
Case Manager II Talent Development
Maximus
NY
12.2011 - 05.2016
- Delivered career coaching and talent development services to support employment readiness and long-term career growth.
- Assessed participant skills, barriers, and career goals to develop individualized service and employment plans.
- Facilitated workshops on job readiness, resume development, interview preparation, and workplace expectations.
- Monitored participant progress and engagement, adjusting service strategies to improve retention and outcomes.
- Connected participants to training programs, including vocational and technical certifications, to enhance employability.
- Collaborated with employers, training providers, and community partners to match participants with appropriate opportunities.
- Utilized data systems (NYCWAY/Maximus) to track participant activity, progress, and outcomes with accuracy.
- Provided ongoing support and follow-up to ensure participants successfully transition into employment and retain jobs.
Education
Associate's degree - Computer Science
Monroe College
New York, NYSkills
- Communication Oral/Written
- Marketing Presentation
- Customer Service
- Human Resource
- Bilingual English/Spanish Fluency
- Management & Leadership
- Microsoft Office
- Employee Assistant Program
- Analytical/Problem Solving
- Group Facilitation
- Client/MH Assessment
- Workforce Development
- Social/Community Service
- Employer relations
- Verbal and written communication
- Relationship building
- Professional ethics
- Team building
- Confidentiality practices
- Workforce development
- Program management
- Program development
- Compliance expertise
Certification
- Project Management Program, Certified, 8/2025
- Lehman College Family Development Credentials (FDC) Certification
- NYC Department of Consumer Affairs, Certified Financial Counselor
- Maximus Essential Supervisory Skills Training Certified
Timeline
Career Service Coordinator
Grant Associates
04.2026 - Current
Retention Supervisor
Maximus Career Pathways/WeCARE
09.2019 - 09.2025
Lead Service Coordinator Supervisor
Maximus Career Pathways
07.2019 - 09.2019
Case Management Supervisor
Maximus Back to Work Program
06.2019 - 07.2019
Case Manager II Talent Development
Maximus
12.2011 - 05.2016
Associate's degree - Computer Science
Monroe College