Peter E. Rivera
Bronx,New York
Summary
Highly experienced professional with 34 years of experience at MTA – New York City Transit. Demonstrated expertise in customer service and supervision, with 14 years and 20 years of experience respectively. Proven ability to oversee personnel and conduct quality control, safety inspections, and timekeeping. Skilled in effectively communicating with individuals at all levels, from customers to senior management. Exceptional planning and problem-solving skills, combined with excellent verbal, written, and computer skills in Microsoft Word, Access, and Excel. Seeking a new career in healthcare to apply my extensive skill set.
Overview
36
36
years of professional experience
1
1
Certification
Work History
Station Supervisor
MTA-New York City Transit Authority
01.1986 - 12.2021
- Supervised and coordinated the activities of station personnel to ensure efficient operations.
- Instructed employees on proper safety procedures and ensured compliance with all applicable rules and regulations.
- Monitored daily performance of staff, providing guidance when necessary to ensure quality standards were met.
- Managed payroll records, including timekeeping, attendance tracking, vacation requests and other related tasks.
- Developed work schedules for station personnel and monitored adherence to established schedules.
- Conducted regular audits of stations to identify any potential problems or areas needing improvement.
- Trained new hires on company policies and procedures, as well as job-specific duties.
- Resolved customer complaints in a timely manner while maintaining excellent customer service standards.
- Implemented strategies to reduce costs while ensuring smooth operation of the station's services.
- Analyzed data from various sources such as reports, surveys. to make informed decisions regarding operational improvements.
- Performed regular maintenance checks and identified any repair needs before they became serious issues.
- Ensured that all equipment was functioning properly at all times by performing routine inspections and preventive maintenance tasks.
- Provided support during emergencies by coordinating resources and personnel to address the situation quickly and efficiently.
- Investigated accidents and incidents at the station and developed corrective action plans for future prevention.
- Established effective working relationships with vendors, suppliers, customers, government agencies and other stakeholders involved in the day-to-day operations of the station.
- Maintained accurate records of inventory levels at the station in order to meet customer demand.
- Assisted in developing new processes or procedures for improving efficiency at the station.
- Evaluated employee performance regularly using feedback from staff members as well as customers.
- Monitored staff operations to comply with administrative policies and procedures, safety rules, contracts and government regulations.
- Participated in employee relations investigations to resolve issues effectively.
- Effectively reduced job-related accidents by properly training departmental employees on corporate safety processes.
- Established employee schedules and work hours, reviewing employee timesheets to finalize payroll.
- Procured equipment to enable station to streamline operations.
- Developed successful team-building initiatives to motivate team members.
Quality Assurance Supervisor
MTA-New York City Transit Authority
01.2014 - 02.2021
- Independently monitored and evaluated tasks performed by Station Environment & Operation personnel.
- Performed comprehensive evaluations of all station zones.
- Calculated statistical metrics and compiled departmental reports.
- Conducted analysis to identify ways to increase efficiency.
- Participated in multiple system-wide special projects crucial for sustaining high quality standards.
- Performed duties as Acting Superintendent when required.
- Developed multiple Excel databases.
- Represented the quality assurance department in cross-departmental meetings, contributing to strategic planning and operational efficiency.
- Analyzed quality control data to identify trends, root causes of issues, and areas for improvement in processes and product quality.
- Managed customer complaints and non-conformance issues, ensuring swift resolutions and maintaining high levels of customer satisfaction.
- Conducted risk assessments and validation activities to mitigate potential quality and compliance risks.
- Kept records of quality reports and statistical reviews.
- Participated in meetings with senior management personnel to discuss progress towards achieving goals set forth by Quality Assurance Unit.
Work Experience Program Unit Supervisor
MTA-New York City Transit Authority
01.2012 - 12.2014
- Independently trained and supervised interns assigned to MTA.
- Evaluated interns' work quality, interactions, and compliance with MTA standards.
- Managed documentation for all aspects of the program.
Station Environment & Customer Service Supervisor
MTA-New York City Transit Authority
01.2008 - 12.2012
- Managed cleaning staff efficiently.
- Promoted clean, safe conditions within the workplace and during travel.
- Educated staff on key principles of superior customer care.
- Handled customer complaints and accidents effectively.
- Performed thorough inspections to pinpoint hazardous conditions.
- Supervised crowd control during emergencies.
- Supervised and trained customer service staff to ensure excellent customer service delivery.
- Identified areas of improvement in the customer service process and developed strategies to address them.
- Assisted customers with product inquiries and resolving complaints promptly and professionally.
- Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers.
- Analyzed feedback from customers to identify trends in order to improve the overall quality of services provided by the department.
- Evaluated employee performance reviews based on specific criteria set forth by management.
Station Operations Rail Control Center Supervisor / Station Command Center Supervisor
MTA-New York City Transit Authority
01.2006 - 12.2008
- Part of a specialized unit at the Command-and-Control Center.
- Monitored the Emergency Booth Communication System
- Managed incoming emergency calls reported by Station Department members.
- Conveyed emergency information to NYPD, FDNY, EMS, and Transit Dispatch.
- Updated all local field offices on emergency situations and hazards.
- Notified employees of service disruptions via mass call system.
- Managed database for all emergency call records.
Education
Healthcare Data Security, Privacy, and Compliance -
Coursera, Johns Hopkins University
11.2024
Healthcare IT Support -
Coursera, Johns Hopkins University
11.2024
Health Information Technology Fundamentals -
Coursera, Johns Hopkins University
10.2024
Operations and Patient Safety for Healthcare IT Staff -
Coursera, Johns Hopkins University
10.2024
Medical Terminology I, II, III -
Coursera, Rice University
08.2024
The Critical Role of IT Support Staff in Healthcare -
Coursera, Johns Hopkins University
08.2024
Technical Support Fundamentals -
Coursera, Google
11.2022
High School -
Brooklyn Technical High School
Brooklyn, New York01.1983
Managerial and Supervisory Core Training -
New York City Transit
Skills
- Operations administration
- Professionalism
- Quality assurance experience
- QA reporting
- Inspection skills
- Data Analysis
- Strategic Planning
- Operational planning
Certification
- Technical Support Fundamentals, Coursera, Google, 11/01/22
- Medical Terminology I, II, III, Coursera, Rice University, 08/01/24
- The Critical Role of IT Support Staff in Healthcare, Coursera, Johns Hopkins University, 08/01/24
- Health Information Technology Fundamentals, Coursera, Johns Hopkins University, 10/01/24
- Operations and Patient Safety for Healthcare IT Staff, Coursera, Johns Hopkins University, 10/01/24
- Healthcare Data Security, Privacy, and Compliance, Coursera, Johns Hopkins University, 11/01/24
- Healthcare IT Support, Coursera, Johns Hopkins University, 11/01/24
References
Furnished upon request
Timeline
Quality Assurance Supervisor
MTA-New York City Transit Authority
01.2014 - 02.2021
Work Experience Program Unit Supervisor
MTA-New York City Transit Authority
01.2012 - 12.2014
Station Environment & Customer Service Supervisor
MTA-New York City Transit Authority
01.2008 - 12.2012
Station Operations Rail Control Center Supervisor / Station Command Center Supervisor
MTA-New York City Transit Authority
01.2006 - 12.2008
Station Supervisor
MTA-New York City Transit Authority
01.1986 - 12.2021
- Technical Support Fundamentals, Coursera, Google, 11/01/22
- Medical Terminology I, II, III, Coursera, Rice University, 08/01/24
- The Critical Role of IT Support Staff in Healthcare, Coursera, Johns Hopkins University, 08/01/24
- Health Information Technology Fundamentals, Coursera, Johns Hopkins University, 10/01/24
- Operations and Patient Safety for Healthcare IT Staff, Coursera, Johns Hopkins University, 10/01/24
- Healthcare Data Security, Privacy, and Compliance, Coursera, Johns Hopkins University, 11/01/24
- Healthcare IT Support, Coursera, Johns Hopkins University, 11/01/24
Healthcare Data Security, Privacy, and Compliance -
Coursera, Johns Hopkins University
Healthcare IT Support -
Coursera, Johns Hopkins University
Health Information Technology Fundamentals -
Coursera, Johns Hopkins University
Operations and Patient Safety for Healthcare IT Staff -
Coursera, Johns Hopkins University
Medical Terminology I, II, III -
Coursera, Rice University
The Critical Role of IT Support Staff in Healthcare -
Coursera, Johns Hopkins University
Technical Support Fundamentals -
Coursera, Google
High School -
Brooklyn Technical High School
Managerial and Supervisory Core Training -
New York City Transit
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