RICHARD RIVERA JR.

- Mentor arbitration team members in best practices, fostering a culture of continuous improvement.

- Train the arbitrators on policies and procedures to enhance team knowledge and capabilities.

- Train arbitrators on dispute resolution and negotiation strategies to boost productivity and deescalate scenarios when possible.

- Evaluate performance metrics relating to caseload management, using data analysis tools and my personalized reports to identify areas requiring improvement.

- Conduct interactions with clients who desire for their claims to be escalated to management and/ or complete surveys provided to them. I use these moments to coach clients.

- Partook in the "Intake Pilot" and assisted with ideas to build this new process.

- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.

- Implemented training programs for new staff, improving onboarding experience and knowledge retention.

- Managed our arbitration team, recorded their performance and provided ways to improve through reporting.

- Attended a management meeting weekly where I answered questions and worked together with other department leads on finding ways to be more productive and help the location.

- Used critical thinking to break down problems, evaluate solutions and make decisions on claims.

- Worked with buyers, sellers and auction locations on keeping sales together.

- Conducted in-depth inspections of vehicles to identify damage, missing parts, structural issues and mechanical issues.

- Assisted new inspectors in understanding all inspection protocols for enhanced accuracy.

- Collaborated closely with other coordinators across various quadrants to work together in organizing the lot and getting ready for our weekly sale.

- Worked as a lane captain and in the information booth on sale days.