Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Michael Rivera

DeLand,FL

Summary

Dynamic professional with extensive experience at Bank of America, excelling in coaching and mentoring. Proven track record in conflict resolution and strategic planning, enhancing team performance and client satisfaction. Bilingual and detail-oriented, I have successfully optimized processes and fostered collaboration, driving significant improvements in service quality and operational efficiency.

Overview

8
8
years of professional experience

Work History

Team Lead

Bank of America
11.2024 - Current
  • Trained new team members by relaying information on company procedures and safety requirements.
  • Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
  • Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
  • Coached team members in techniques necessary to complete job tasks.
  • Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
  • Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
  • Worked different stations to provide optimal coverage and meet production goals.
  • Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.

Senior Client Advocate

Bank of America
10.2024 - 11.2024
  • Conducted comprehensive needs assessments to identify areas of improvement in client support services.
  • Optimized internal processes for better efficiency, enhancing overall quality of service provided to clients.
  • Streamlined communication channels for improved client relations and faster response times.
  • Introduced data-driven reporting methods to track success of individual projects and improve decision-making processes for future endeavors.
  • Managed high-profile clients by providing personalized attention and exceptional service quality.
  • Led training sessions for team members on effective communication techniques, improving overall department performance metrics significantly.

OJT Coach

Bank of America
08.2024 - 10.2024
  • Promoted sportsmanship values among athletes, fostering a positive competitive atmosphere within the team environment.
  • Boosted player confidence through personalized training sessions and continuous feedback.
  • Collaborated with other coaches to share best practices, techniques, and insights for overall program improvement.
  • Developed strong relationships with players'' families to encourage support and involvement in their athletic growth.
  • Enhanced team performance by developing and implementing effective coaching strategies.
  • Managed practice schedules, ensuring efficient use of time and resources for optimal results.

Agent

Bank of America
02.2024 - 07.2024
  • Informed clients of policies and procedures.
  • Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
  • De-escalated and resolved customer complaints with punctual, polite and professional service.
  • Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
  • Assisted clients in navigating the claims process, ensuring timely resolution of issues and optimal outcomes.
  • Consistently met compliance requirements for the agency by promptly completing mandatory continuing education courses and staying current on industry regulations.

Manager

Mister Car Wash
06.2018 - 07.2020
  • Managed and motivated employees to be productive and engaged in work.
  • Accomplished multiple tasks within established timeframes.
  • Maintained professional, organized, and safe environment for employees and patrons.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Cross-trained existing employees to maximize team agility and performance.
  • Controlled costs to keep business operating within budget and increase profits.
  • Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
  • Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
  • Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
  • Improved marketing to attract new customers and promote business.
  • Reduced operational costs through comprehensive process improvement initiatives and resource management.

Detailer

Mister Car Wash
03.2017 - 04.2018
  • Washed cars and trucks daily for auto dealership.
  • Delivered outstanding results under tight deadlines while maintaining a keen eye for detail throughout all stages of the vehicle cleaning process.
  • Ensured high-quality results by thoroughly inspecting completed work for any areas that required additional attention.
  • Enhanced customer satisfaction by meticulously detailing vehicles to meet and exceed expectations.
  • Vacuumed interiors of vehicles to remove dirt and debris.
  • Maintained a clean and organized workspace, promoting a safe working environment for all team members.
  • Cleaned upholstery, rugs and other surfaces by using cleaning agents, applicators and cleaning devices.
  • Shined vehicle windows and windshields to remove water spots.

Education

Deltona High School
Deltona, FL
05.2020

Skills

  • Attention to detail
  • Conflict resolution
  • Customer focus
  • Coaching and mentoring
  • Employee training
  • Strategic planning
  • Teamwork and collaboration
  • People management
  • Analytical thinking
  • Mentoring
  • Bilingual

Languages

Spanish
Native or Bilingual

Timeline

Team Lead

Bank of America
11.2024 - Current

Senior Client Advocate

Bank of America
10.2024 - 11.2024

OJT Coach

Bank of America
08.2024 - 10.2024

Agent

Bank of America
02.2024 - 07.2024

Manager

Mister Car Wash
06.2018 - 07.2020

Detailer

Mister Car Wash
03.2017 - 04.2018

Deltona High School

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Michael Rivera