MERVAN RIVERA

347-***-****, ad2uac@r.postjobfree.com, New York, NY

https://www.linkedin.com/in/mervan-rivera-2770b7164

Lead Concierge

Polished professional with 20 years’ experience in providing superior customer service that drives growth and supports organizational objectives. Solid team contributor with excellent interpersonal skills, creates positive performance-focused work environment for all staff. Front-of-house expertise honed by 10 years’ experience in security and hospitality industries. Proficient in CCTV and client relationship management (CRM) systems. Enthusiastic and adaptable with results resolution in diverse environments.0

Entry & Access Control

Delivery Management

Tech Savvy

Facilities Management

Bilingual (English/Spanish)

Problem Solver

Supervisory Experience

Loss Prevention

Time Management

Event Planning

Certified Security Officer

Detail Oriented

EXPERIENCE

Parc East – New York, NY

Concierge

11/2022 to Current

Provide extraordinary customer service to residents and vendors in a 4.5-star rating, 26 story, 325-unit building. Accept and log packages into the system utilizing Equity base MRI software. Assist residents with residential needs i.e., contacting maintenance personnel for emergency maintenance situations. Collaborate with other leasing team members to resolve any resident issues and/or emergency situations. Assist leasing team with move in and move out procedures.

Accomplishments:

In less than three months, I have established a great repour with residents and fellow team members along with the supervisor and upper management.

Completed more than 13 mandatory courses of continuous education and training.

Charles H. Greenthal - New York, NY

Concierge

3/2020 to 10/2022

Committed to delivering superior customer service for a 212-unit building. constantly going above and beyond the call of duty. Monitor security CCTV systems. Conduct inspections of the property, report incidents and/or damages. Collect and distribute packages and unit keys using Buildinglink and Keylink. Ensure resident and guest concerns are resolved in a professional and well-timed manner. Comply with safety procedures to maintain a safe environment for residents coming and going to work or walking their pets late at night. Adhere to COVID protocol and procedures to guarantee residents, their guest and staff members have a safe and positive atmosphere.

Accomplishments:

•Acquired 15 certificates of continuous education to be applied towards my career goal of Superintendent/Resident Manager.

First Service Residential, 145 Hudson A - New York, NY

Concierge

11/2018 - 2/2020

Provided best-in-class concierge services to residents, tenants, and guests of combined residential / commercial building. Managed phone and desk coverage controlled and logged keys. Facilitated maintenance requests and assisted visitors with directions to local attractions. Greeted and escorted tenants through lobby. Overseed lobby security and control access to resident homes by visitors and contractors. Assisted with packages, deliveries, and dry cleaning. Maintained shift log documentation in BuildingLink; recorded contractors and notified superintendent and staff of contractor work in DGA service system.

Accomplishments:

Praised by residents and commercial tenants for providing outstanding customer service beyond all expectations.

Managed flow of average 100+ guests and residents per day through lobby and concierge desk.

Respond to average 15 maintenance and administrative requests per day.

Kent Services - New York, NY

Head Concierge

2/2016 – 1/2019

Directed up to 16 staff in providing concierge services to residents and guests of luxury condominium. Supervised team in screening and announcing guests, controlling reservation book for spa room, and assisted with luggage / cab service. Controlled access to elevator command station, managed keys with Key Link, and monitored contractor teams. Processed tenant requests and “out of town” instructions. Managed security and distribution of packages. Developed and provided training programs in BuildingLink administration system. Communicated policy changes from senior management and board members to staff.

Accomplishments:

Elected Head Concierge by vote of Resident Manager and building management team.

Selected telephony systems for front desk, obtaining significant cost savings by negotiating with vendors.

Established confidential and data-secure voting system to elect board members.

Maintained and tracked 150 certificates of insurance (COIs).

Received highest customer service rating of A+ / 100% satisfaction from building residents.

Recruited by residents to serve as first point-of-contact for packages and important keys / access control.

Stone Security, St. Moritz Security Services, Peace Security, Summit Security Services, MetroOne – New York, NY

Security Officer

1/2006 – 2/2017

In successive roles, developed and enforced security procedures in high-traffic environments to ensure safety and comfort of all guests. Cultivated diverse experience managing security in retail, hospitality, and residential buildings. Utilized CCTV, foot patrol, and exception reporting to identify and remediate incidents. Performed routine inspections to identify potential sources of breach, risk, and legal compliance issues. Documented all findings and project-managed solutions to completion.

Accomplishments:

•Recruited by supervisors to lead loss prevention strategy at Chanel on Fifth Avenue.

•Managed VIP Concierge security services at Van Cleef & Arpels luxury boutique, securing and auditing transactions for millions of dollars’ worth of jewelry.

•Trusted to lead overnight security shift alone at major downtown hotel, managing emergencies and interfacing with emergency responders to protect and assist guests.

EDUCATION

TCI – Computer Science

Monroe College – Business Management

The Art Institute – Video and Film Production

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