Orquidea Rivera
Alexandria,VA
Summary
Dynamic leader with extensive experience in motivating and building positive team dynamics to accomplish goals while excelling in training and mentoring staff. Proven ability to enhance operational efficiency through strategic planning and problem-solving. Skilled in public speaking and crisis intervention, fostering teamwork and achieving organizational goals while maintaining high standards of safety and service.
Professional with significant expertise in team leadership and operational management. Proven track record in driving team collaboration and delivering impactful results. Skilled in conflict resolution, process optimization, and strategic planning, with flexible approach to evolving business needs. Known for reliability, strong communication, and fostering productive work environment.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Supervisor Family Advocacy Division
National Center For Missing & Exploited Children
04.2024 - Current
- Collaborate with team to identify areas for improvement in workflow processes.
- Assist in training new team members on division protocols and operational procedures.
- Oversee daily operations of the division, ensuring smooth workflow and timely completion of tasks.
- Apply strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Enhance communication within the team by holding regular meetings and encouraging open dialogue among all members.
- Collaborate with other departments to achieve organizational goals, fostering teamwork across various functions.
- Mentor junior staff members in their career development, sharing knowledge from years of experience in the field.
- Manage the Safeguard wellness and resiliency program for staff.
- Provide crisis intervention to families of missing and/or exploited children, as well as the children survivors of missing or exploited lived experiences
- Provide in-person and virtual presentations to small, medium, and large audiences on company's mission.
FC Associate
Amazon
10.2021 - Current
- Streamline inventory management processes to enhance operational efficiency.
- Follow procedures at all times for personal and team safety.
- Maintain compliance with company safety policies and called violations to attention of management.
- Maintain clean and organized workspaces, adhering to health and safety regulations while maximizing productivity.
- Evaluate merchandise for irregularities, flaws or damage prior to packing.
- Increase customer satisfaction by ensuring timely and precise order fulfillment, maintaining communication throughout the process.
- Pull orders quickly to maintain demanding productivity goals.
Family Advocacy Specialist
National Center For Missing & Exploited Children
10.2017 - 04.2024
- Provided crisis intervention to families of missing and/or exploited children as well as the children survivors of missing or exploited lived experiences.
- Collaborated with law enforcement agencies to enhance response strategies for missing children cases.
- Assessed the needs of the family and child, provide mental health and therapeutic interventions to caregivers who have a missing child, have recovered a missing child, have been reunited with a missing child or a child who has been sexually exploited.
- Managed case documentation, ensuring compliance with legal standards and organizational policies.
- Cultivated partnerships with community organizations to expand outreach efforts and support services.
- Acted as a liaison with other NCMEC divisions to elevate the needs for victims and families served by the organization
- Delivered trust and online safety education and coaching to external partners and communities.
- Experience with trauma, healing and resiliency interventions for children and adults.
Case Manager
Arlington Thrive
12.2020 - 10.2021
- Provided assistance to Arlington County residents who experienced sudden financial crisis such as temporary unemployment or illness.
- Coordinated client assessments to identify needs and develop tailored support plans.
- Facilitated access to resources, ensuring clients received timely assistance and services.
- Monitored client progress, adjusting service plans to enhance outcomes and address evolving needs.
- Collaborated with community partners to streamline service delivery and improve resource allocation.
- Provided crisis intervention by assessing immediate needs and connecting clients with appropriate services.
Mental Health Counselor
National Counseling Group
01.2017 - 01.2018
- Facilitated individual and group therapy sessions to support client mental health and emotional well-being.
- Developed personalized treatment plans based on comprehensive assessments and client goals.
- Collaborated with interdisciplinary teams to coordinate care and enhance service delivery.
- Implemented evidence-based therapeutic techniques to improve client coping strategies and resilience.
- Conducted crisis interventions, ensuring immediate support for clients in distressing situations.
- Led workshops on mental health awareness, promoting community engagement and resource accessibility.
- Continually updated professional knowledge by attending conferences, trainings, and workshops related to advancements in the field of mental health counseling.
- Provided crisis intervention services during emergencies, deescalating situations and connecting individuals with appropriate resources for ongoing support.
Youth Counselor
City of Alexandria DCHS
05.2017 - 10.2017
- Served as the Workforce Development - Team Lead.
- Developed individualized treatment plans for at-risk youth to promote positive behavioral changes.
- Assisted with identifying and recruiting qualified youth into the programs.
- Facilitated group therapy sessions focusing on communication, social skills, and conflict resolution.
- Conducted assessments to identify emotional and psychological needs of clients, ensuring appropriate interventions.
- .Assisted with the development of an employment training curriculum for youth.
- Implemented community outreach programs to raise awareness about mental health issues affecting adolescents.
Mental Health Counselor
Northern Virginia Family Services
10.2015 - 01.2017
- Served as Co-facilitator of Women’s Domestic Violence Support Group.
- Reduced crisis intervention needs by proactively monitoring patient progress and adjusting treatment approaches as necessary.
- Established a safe environment for clients to openly discuss their thoughts, feelings, experiences, and concerns without fear of judgment or retribution.
- Diagnosed according to DSM-IV.
- Conducted individual therapy for co-occurring mental, mood and personality disorders.
Life Skills Counselor
La Cocina VA
05.2016 - 12.2016
- Conducted life skills and workforce empowerment sessions to groups of students.
- Developed individualized life skills plans to enhance student self-sufficiency.
- Facilitated workshops on conflict resolution and communication strategies.
- Assessed student progress through regular evaluations and feedback sessions.
- Emphasized importance of job readiness, a positive work attitude, techniques for successful job interviewing, and resume building.
Customer Service Manager
American Airlines
05.2010 - 10.2014
- Supervised a work force of over 650 union and non- union employees.
- Developed and monitored budgets and spending while actively seeking cost reduction ideas.
- Led customer service team to enhance client satisfaction and resolve issues efficiently.
- Developed training programs to improve staff performance and service delivery standards.
- Implemented quality assurance processes to monitor and elevate service interactions.
- Served as Employee Assistance Program (EAP) support counseling and mentor.
- Certified as, and supervised the following areas; Ground Security Coordinator, OSHA Coordinator, Lead Environmental Coordinator, Customer Compliant Resolution Officer, Safety Committee Leader.
Education
Bachelor of Arts - Multidisciplinary Studies: Humanities
Universidad Del Sagrado Corazon
San Juan, PRMaster of Arts - Mental Health Counseling
Bowie State University
Bowie, MDSkills
- Training and mentoring
- Goal oriented
- Customer service
- Employee motivation
- Strategic planning
- Team building
- Operations management
- Public speaking
- Coaching and mentoring
- Safety protocols
- Problem-solving
- Problem-solving aptitude
- Analytical thinking
Accomplishments
- Achieve ontime performance by completing audits with accuracy and efficiency.
- Supervised team of over 650 staff members.
- Achieve employee retention through effectively helping with elevating and fostering employee morale.
- Use Microsoft Excel to develop inventory tracking spreadsheets.
Certification
- Certified Mental Health First Aid (2025)
- Certified Basic Life Support (2025)
- Certified Substance Use and Addictions Counselor
- Certified EMDR Therapist
- OSHA Certified
- ServSafe Certified
- TIPS Certified
Languages
Spanish
Native or Bilingual
Timeline
Supervisor Family Advocacy Division
National Center For Missing & Exploited Children
04.2024 - Current
FC Associate
Amazon
10.2021 - Current
Case Manager
Arlington Thrive
12.2020 - 10.2021
Family Advocacy Specialist
National Center For Missing & Exploited Children
10.2017 - 04.2024
Youth Counselor
City of Alexandria DCHS
05.2017 - 10.2017
Mental Health Counselor
National Counseling Group
01.2017 - 01.2018
Life Skills Counselor
La Cocina VA
05.2016 - 12.2016
Mental Health Counselor
Northern Virginia Family Services
10.2015 - 01.2017
Customer Service Manager
American Airlines
05.2010 - 10.2014
Bachelor of Arts - Multidisciplinary Studies: Humanities
Universidad Del Sagrado Corazon
Master of Arts - Mental Health Counseling
Bowie State University