VIVIANA GONZALVO
Lakeland,FL
Summary
Dedicated and organized professional with outstanding relationship-building and problem-solving skills. Driven to exceed expectations and operate effectively in fast-paced, high-pressure environments. Self-motivated team player adept at cultivating partnerships and building lasting relationships across all demographics and management levels.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Operations Manager
Moira Studio
Remote
08.2021 - Current
- Managed end-to-end recruitment processes, including sourcing candidates, conducting initial interviews and negotiating compensation packages
- Conducted detailed data analysis to identify bottlenecks and implement corrective actions
- Led the strategic planning and execution of operational processes
- Directed the development and launch of new services
- Initiate, process, and monitor Master Services Agreements (MSAs) and Scope of Work (SOW) from client submission to execution
- Established a comprehensive training program for staff, enhancing team skills and productivity
- Led a cross-functional team to improve service and product quality
- Assigned and monitored workloads for all direct reports, ensuring the availability and development of talent necessary to meet present and future requirements
- Introduced new technology that increased production capacity
- Developed and sustained client relationships by delivering exceptional customer service and ensuring team met all key performance indicators.
Student Services Manager
Achievement First
New Haven, CT
06.2014 - 08.2021
- Led the school readiness recruitment team to achieve scholar enrollment targets, overseeing new student enrollment and discharges at the campus
- Performed audits of student records to maintain ongoing completeness and accuracy in SIS, ensuring all electronic student records were timely updated and accurate
- Managed operational logistics for student test administration (interim and standardized testing)
- Supervised front office staff, allocating tasks, facilitating training sessions, and optimizing workflow
- Ensured timely and effective communication with parents regarding school policy or procedure changes
- Managed allocation of school funds for supplies, school activities, vendors, and administrative costs.
Personal Banker
Chase Bank
Bridgeport, CT
11.2010 - 05.2014
- Provided customer service to clients, including answering questions and resolving issues.
- Conducted account openings and closings for clients.
- Assisted customers with deposits, withdrawals, transfers, loan payments and other banking transactions.
- Researched customer inquiries and reported findings in a timely manner.
- Responded promptly to customer emails, phone calls and requests for information.
- Cross-sold banking products such as credit cards, loans and investments.
- Developed relationships with customers by providing exceptional service in order to increase sales opportunities.
- Maintained accurate records of all transactions conducted throughout the day.
- Analyzed financial documents provided by customers to determine their needs.
Education
Associate of Science - Business Administration
Gateway Community College
New Haven, ConnecticutSkills
- Recruiting and Employee Retention
- Strategic Planning
- Data Analysis
- Project Management
- Team Calendar Management
- Incidents management
- Workflow Optimization
- Customer Retention
- Asana
- Slack
- Dropbox
- Quickbooks
- Melio
- Google/Microsoft/Apple Platforms
- Technology Integration
Certification
Advanced Project Management: Covering strategic planning and execution, offered by the Project Management Institute.
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
Timeline
Operations Manager
Moira Studio
08.2021 - Current
Student Services Manager
Achievement First
06.2014 - 08.2021
Personal Banker
Chase Bank
11.2010 - 05.2014
Associate of Science - Business Administration
Gateway Community College
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