Customer Service Manager

Efrain Riveros

**** *********** ***.*******, **, 77070

Work: 281-***-**** Cell: 832-***-****

E-mail: *******@*******.***

Skills /

•

Specialties Strong organizational, problem solving, and analytical skills.

• Strong investigative skills.

• Excellent oral and written skills.

• Effective skills to handle critical investigations.

• Safety and Regulatory Compliance (300 & 300A OSHA Records)

• iCIMS Recruiting Software

• Experience utilizing a HRIS system

• Experienced with SHARES

• Knowledge in COMPAS

• Proficiency in Microsoft Word, Excel, Power Point, Access, and Outlook

• Fluent Spanish and English - Verbal and written communication

Professional

Experience CONTINENTAL AIRLINES - CHELSEA FOOD SERVICE Houston TX

Senior Administrator Coordinator (Safety Administrator) June 2007 – Present

• Support HR Department, address, investigate and assist in resolving employee issues

(Bilingual)

• Counsel agents regarding company policy and guidelines specifically regarding work rules,

FMLA, leaves and work status

• Process all leaves - Medical, Occupational Injury (OI) or personal

• Investigate and follow-up with OJI’s, sending investigative report to Gallagher Basset

Services

• Ensure all activities related to the recognition, investigation and resolutions of non-

conformities are performed on a timely manner and in compliance with company and

regulatory requirements, and, if necessary, participates directly in these activities

• Review and evaluates for completeness and compliance the investigation reports and

resolution plans

• Deliver training related to OSHA 300, Root Cause Analysis, OJI Investigation and reporting,

facility audits, and quality investigations to company personnel

• Coordinate and consolidate the new Transitional Duty Program, and communicate updates to

Management Team

• Conduct Safety Meetings, identify safety threats and communicate to managers & employees

to ensure that items are corrected

• Conduct internal audits and safety walks to ensure that OSHA regulations are followed and

are reported to Ground Safety and management

• Produce various daily, weekly and monthly reports and projects for various department

leadership

• Support recruiting process and also experience utilizing a HRIS system

• Assist with employees training, safety standards, codes and regulations

• Develop and maintain open communication with all levels of the Management Team for

follow-up with safety items

• Initiate the CORE members group with the help of Management Team and Ground Safety,

and begin process to apply for Domestic Gold Safety Level

Transportation Lead January 2006 – June 2007

• Supervised, coordinated and delivered an On Time safe catering operation of 15 to 20

employees

• Audited and examined the daily operation in the ramp

• Informed of any delay, or safety concern during the daily operation

• Reported any equipment in disrepair to ensure the safety during the catering process

• Reported to all Management level to ensured department goals

Page 1 of 4

Efrain Riveros

******.*******@*****.***

RED LOBSTER Spring, TX

Customer Service, Bartender January 2004 – October 2005

• Verified identification information for age eligibility for alcohol purchases

• Process and balance cash receipts utilizing financial and accounting methods

• Collaborated effectively with customers to ensure delivery of great customer service

• Ensured good housekeeping practices were performed, maintaining a clean bar area

• Processed beverage orders from serving staff or directly from customers

• Achieved various recognitions for best customer service

SOUP & SALAD Humble, TX

Assistant Manager May 2002 – January 2004

• Administrative duties: monitoring multi phone system and assisting customers with business

questions or requests

• Managed staff of 35 employees

• Liaison for customers and staff crews for scheduling, conflicts, and requests

• Committed to customer satisfaction

• Reconciled inventory discrepancies

• Maintained and updated inventory, mailing, filing and database systems.

• Assisted with payroll processing

• Assisted with Accounts Receivable & Payable

• Maintained files and database on all staff and clients

• Monitored food preparation and ensure serving techniques procedures were followed

Education

• American Intercontinental University (AIU), Houston, TX

Business Administration - Expected Graduation-(BBA – Sep 2011) – (MBA –Sep 2012)

• Remington College, Houston, TX

Criminal Justice - Graduated 2008

• San Martin University Bogota, Colombia.

Business and International Affairs. February 1999 – June 2001

Training

• Train the Trainer Training – Continental Airlines

• Food Safety Training) – Continental Airlines

• Threat and Error Management – Continental Airlines

• Behavioral Based Interviewing- Continental Airlines - Development Dimensions

International

• Fire Extinguisher and Emergency Exit Training – Continental Airlines

Awards

• President’s List Award - Criminal Justice - Remington College –

July 2007 - October 2008

• National Technical Honors Society (NTHS) - Criminal Justice - Remington College

January 3, 2008

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Efrain Riveros

9403 Chartermoss Cir.Houston, TX, 77070

Work: 281-***-**** Cell: 832-***-****

E-mail: *******@*******.***

• American Criminal Justice Association - Lambda Alpha Epsilon - Criminal Justice -

Remington College

November 1, 2007

• Recognition of Interviewing and Interrogation - Criminal Justice - Remington College

February 4, 2008

References

• Sandra Pineau-Boddison – VP Continental Airlines Food Services

Ph: 713-***-****

• Rose Nauta – Human Resources Manager Continental Airlines

Ph: 281-***-****

• Andres Lopez – Production Manager Builders Granite & Tile, Inc.

Ph: 713-***-**** Cell: 832-***-****

• Ramiro Moreno – Global Recruiter Continental Airlines

Ph: 713-***-****

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Efrain Riveros

******.*******@*****.***

Summary

HR Department generalist with substantial experience in all HR subjects. Application

•

in addressing, investigating and assisting in resolving employee issues and support in

English or Spanish

Handle different type of FMLA, leaves and work status. Special interest in process all

•

leaves - Medical, Occupational Injury (OI) or personal

Trained in OSHA regulations, investigate and follow-up with OJI’s, sending

•

investigative report to claims administrator. Particular interested in coordinating and

consolidating the Transitional Duty Program, and communicate updates to

Management Team

Safety OSHA certified to perform daily, weekly and monthly safety audits to ensure

•

all activities related to the recognition, investigation and resolutions of non-

conformities are performed on a timely manner and in compliance with company and

regulatory requirements. Interested in creating new safety habits and processes to

ensure the safety of all employees

Support recruiting process and also practice utilizing a HRIS system. Special interest

•

after hiring process, in training all new hires in different mandatory classes, safety

standards, codes and regulations so they can use learn and use the knowledge gain in

their daily activities

OSHA safety walk specialist work with the management Team in evaluation, training

•

and following up with different safety aspects to achieve. Special interest in initiate,

select and conduct the Safety CORE Members group with the help of Management

Team and Ground Safety, and begin process to apply for Domestic Gold Safety Level

(Equivalent to OSHA VPP Safety Level) after achieving Silver Safety Status

(Equivalent to VPP standards) on 2008

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