Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Margarita Rivera

Franklin Park,IL

Summary

Dynamic Education Specialist with a proven track record at Advocate Aurora Health, enhancing team performance through comprehensive training and development. Expert in professional phone etiquette and Microsoft Office, with exceptional communication and problem-solving skills. Achieved significant improvements in training efficiency and employee satisfaction, demonstrating leadership and a results-oriented approach.

Overview

21
21
years of professional experience
1
1
Certification

Work History

Education Specialist

Advocate Aurora Health
01.2023 - Current
  • Training new hire agents on various processes and procedures
  • Training existing teammates on various topics, changes, procedures
  • Collaborating with training team to come up with training materials

Engagement Specialist

Advocate Aurora Health
01.2022 - Current
  • Answering inbound calls and assisting patients with appointing, messaging and various requests to office
  • Helping agents on help desk navigating work flow
  • Receiving and resolving escalated Supervisor camps/complaints
  • Training/coaching new hires
  • Listen in on new trainers calls and work through issues with them

Office Agent

AGI
10.2020 - Current
  • Process paperwork for cargo going overseas
  • Handled confidential information responsibly according to company policies.
  • Data capture information from driver's paperwork.
  • Break down paperwork for flight.
  • Enter cargo information into the flight plan.
  • Consistently met compliance requirements for the agency by promptly completing mandatory continuing education courses and staying current on industry regulations.
  • Coordinated with cross-functional teams to ensure seamless service delivery.

Contact Center Representative II

Advocate Aurora Health
05.2021 - 01.2022
  • Answering inbound calls and assisting patients with appointing, messaging and various requests to office
  • Training/coaching new hires

Contact Center Representative

Advocate Aurora Health
11.2020 - 05.2021
  • Answering inbound calls and assisting patients with appointing, messaging and various requests to office

Store Manager

Shoe Carnival Inc.
09.2016 - 11.2020
  • Customer service
  • Cashier when needed
  • Open and close the store
  • Run down departments and make room for shipment
  • Count down drawers and prepare bank deposits
  • Interview, hire, and train employees
  • Receive warehouse truck and put out shipment
  • Recently took a GM certification and passed with a perfect score

Assistant Store Manager

CVS Health CVS/Pharmacy
07.2015 - 09.2016
  • Responsible for managing beverage department including keeping inventory properly stocked, merchandising, and sales
  • Handling daily operations of the location including opening/closing store, approving time cards, reviewing sales KPI's, and training and supervising 15 employees
  • Increased location sales of beverages by 4%
  • Saved money by developing relationships with vendors, negotiating lower product costs, and taking advantage of bulk ordering
  • Planned and coordinated logistics and materials for staff meetings and events
  • Ordered and distributed supplies while adhering to a fixed budget
  • Directed customers and routed deliveries and courier services
  • Counted cash drawers and made bank deposits

Assistant Store Manager

Walgreens
09.2008 - 03.2015
  • Responsible for all aspects of product sales, budgeting, visual merchandising, vendor relations and extensive customer interaction, inventory tracking and cost controls for this location
  • Training, motivating, and supervising a team of 50 employees in all product lines and operating procedures
  • Conducted yearly performance appraisals for employees, utilizing the GROW Model when coaching underperforming employees to improve performance
  • Saved company over $10,000 by decreasing inventory loss by 2.6% (goal was 2%)
  • Boosted employee morale by working closely with employees, filling out recognition cards, and acknowledging employees with high customer compliments
  • Employee engagement score went up to 4.3 from 3.2 when I started; this was the biggest increase in the district
  • Managed back office supplies, vendors, organization, and upkeep
  • Coordinated staff meetings, including schedules and information preparation and distribution
  • Assigned employees to specific duties to best meet the needs of the store

Sims Coordinator

Walgreens
04.2004 - 09.2008
  • Responsible for maintaining the accuracy of the on-hand balances and pricing on store inventory, reviewing, supervising, and coordinating the proper use of reports and system applications, and monitoring the accuracy of the warehouse and vendor ordering process
  • Provided superior customer service
  • Coordinated with vendors and suppliers to ensure accurate inventory and pricing
  • Received and organized all new product that came into the store
  • Answered and managed incoming and outgoing calls while recording accurate messages
  • Coordinated logistics with vendors to ensure smooth delivery

Education

No Degree -

Wright College
Chicago, IL

Skills

  • Leadership trained
  • Student engagement
  • Educational technology
  • Online teaching

Certification

  • Certified Epic trainer Advocate

Languages

Spanish
Full Professional

Timeline

Education Specialist

Advocate Aurora Health
01.2023 - Current

Engagement Specialist

Advocate Aurora Health
01.2022 - Current

Contact Center Representative II

Advocate Aurora Health
05.2021 - 01.2022

Contact Center Representative

Advocate Aurora Health
11.2020 - 05.2021

Office Agent

AGI
10.2020 - Current

Store Manager

Shoe Carnival Inc.
09.2016 - 11.2020

Assistant Store Manager

CVS Health CVS/Pharmacy
07.2015 - 09.2016

Assistant Store Manager

Walgreens
09.2008 - 03.2015

Sims Coordinator

Walgreens
04.2004 - 09.2008

No Degree -

Wright College

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Margarita Rivera