Nayda Rivera

**** ***** **** **

Interlachen, Fl 32148

Cell 786-***-****

ad3dnt@r.postjobfree.com

SUMMARY

Business professional with over ten years of experience in office administration, accounts payables/receivables, inventory, import, export, legal interpreted assistant, customer service technical project admin management. The team focused on the ability to work independently with minimal supervision. Fully bilingual: English and Spanish.

PROFESSIONAL EXPERIENCE

FHC- Interlachen, - Interlachen, Florida

January 2023 - Present

Home Care and dog sitter

Provides for the personal needs and comfort of people in their own homes

Performs general housekeeping activities

Other duties as assigned

Meal preparation

Dog sitter/Walks/Feeds

Errands

Nesco Resource, - Lake Mary, Fl

State of West Virginia

January 2020 - November 2022

WV CT, Remote Bilingual Senior Case Mgmt. Admin

Identified as the initial contact and interviewer responsible for making outbound calls related to COVID-19

contact-tracing and case investigations for the state of West Virginia.

Completed outbound calls to those identified to have had contact with an individual who tested.

positive for Covid 19 in accordance with all performance standards, policy, procedures, and protocols.

Executed all calls consistent with confidentiality and privacy policies.

Completed, tracked, and documented all inquiries/calls using applicable systems.

Knowledge of Contact Center Management systems and reports.

Attended meetings and training as requested and maintained up-to-date knowledge of all programs and systems.

Accomplished and exceeded key performance metrics of 99.5% for 3 quarters.

Maintained up-to-date knowledge of the program including its policies and procedures.

I have participated in special projects as assigned.

Successfully submitted suggestions for new scripting for the Panviva system to operations supervisors for review.

Nesco Resource – State of Massachusetts

January 2020 to November 2022

Remote Bilingual Call Center Representative/Subject Matter Expert Mass Vax Project

Supporting Massachusetts Vaccination Contract- Coronavirus 2019 (Covid - 19). Provided Customer Service Assistance for the State of Massachusetts Department of Health, answering inquiries related to the vaccine for Covid-19, such as availability, scheduling, and eligibility.

Exhibited advanced program knowledge with the ability to assist customers throughout any phase of the call process.

Followed standard operating procedures to ensure consistency and accuracy.

Communicated with Supervisors regularly on any potential needs or concerns.

Knowledge of Contact Center Management systems and reports.

Selected as Subject Matter Expert to answer CSR technical issues and questions.

Performed additional duties as assigned by management such as reviewing CSR performance, Quality Assurance review, attendance adherence, and accomplished and exceeded key performance metrics of 98% for 3 quarters.

Performed data entry accurately.

Exceeded Quality Assurance standards as set by Project Management.

Senior Case Management Admin.

Successfully submitted suggestions for new scripting for the Panviva system to operations supervisors for review.

Nesco Resource - State of New York January 2020 to November 2022

Remote Contact Center Representative Contract- Coronavirus 2019 (Covid - 19). Provided Customer Service Assistance for the New York State Department of Health, answering inquiries related to the vaccine for Covid-19, such as availability, scheduling, and eligibility.

Exhibited advanced program knowledge with the ability to assist customers throughout any phase of the call process

Followed standard operating procedures to ensure consistency and accuracy.

Communicated with Supervisors regularly on any potential needs or concerns.

Selected as Subject Matter Expert to answer CSR technical issues and questions.

Performed additional duties as assigned by management such as reviewing CSR performance, Quality Assurance review, attendance adherence, accomplished and exceeded key performance metrics of 99.8% for 3 quarters.

Performed data entry accurately.

Knowledge of Contact Center Management systems and reports.

Exceeded Quality Assurance standards as set by Project Management.

Call Center Representative/Customer Service.

Successfully submitted suggestions for new scripting for the Panviva system to operations supervisors for review

Ansafone Contact Centers Llc- Ocala, FL September 2019 to September 2020

Bilingual Customer Service Rep I /Marketing

Answered 100+ incoming calls and 100+ outbound calls in a timely and professional manner using a polite tone and good grammar and diction.

Researches and troubleshoots customer inquiries related to the photo enforcement programs within the communities.

Notates system daily with accurately detailed call comments.

Notifies the Team Lead of escalated issues in a timely manner.

Provides customer support in completing credit card transactions for violation payments.

Escalate the calls when crucial.

Checks work e-mail and other company communication channels daily.

Performs other duties as assigned.

Performed additional duties as assigned by management such as reviewing CSR performance, Quality Assurance review, attendance adherence, accomplished and exceeded key performance metrics of 98% for 3 quarters.

Successfully submitted suggestions for new scripting for the Panviva system to operations supervisors for review

Knowledge of Contact Center Management systems and reports.

Saint Augustine Center Living - Saint Augustine, FL

Trainer/admin

August 2012 to August 2019

for 15 mentally behaviors adults in a cottage for a facility of 60 adults. Responsible for day-to-day operations of Mentally Adult Day Training Center including supervision of Community Living Facilitators.

The mission is to address all aspects of the personal, social, and emotional development of the residents we serve with the assistance of professionals and direct care lead staff. It is our goal to provide each resident with the opportunity to attain as much personal independence and self-reliance as possible.

Behavioral programming is also provided and targets such areas as aggression, self-injury, and property destruction.

Ensure each cottage also has its own 18-passenger van lead trainers are responsible which allows residents to participate in a variety of community activities such as going to sporting events, Special Olympics, parks, the beach, dining out, and local shopping. Facility-sponsored events include dances, parties, Field Day, and a vacation week during which residents participate in various field trips and leisure activities. The cottage’s structured activities are provided. Provide document reports.

Transportation peers to doctor's office/clinic and shopping.

SmartStyle Hair Salon at Walmart – Palatka, Florida

November 2011 to August 2015

Hair Stylist/Consultant

Welcome customers and identify their preferences by asking pointed questions.

Recommend hairstyles and haircuts according to customers’ face shapes and tastes.

Wash, rinse, and dry clients’ hair using appropriate shampoos and conditioners (e.g., for oily hair or dry scalp).

Cut, trim and shave hair using professional equipment.

Apply a wide range of hair coloring techniques, like highlights, ombre and balayage.

Create hairstyles for formal events and everyday looks, including braids, ponytails, and buns.

Apply hair treatment products, as needed (e.g., color protection creams and hydrating masks).

Form bonds with loyal customers and remember their hairstyle preferences.

Manage bookings and serve walk-ins.

Ensure tidiness of beauty stations and sterilize tools, as needed.

Cross-sell hair care products or services, when appropriate.

Masterhome, Inc/ General Contractor - Miami Beach, FL

Administrative Assistant I

January 2010 to October 2011

Answered phone calls during a lunch rush, processed paperwork, filed, invoiced, payroll, ran reports, and oversaw special projects.

Coordinated with various staff for accurate and timely recording of project costs, including time sheets, daily reports, and weekly reports on the accounts receivable status, and ensure timely payment for accounts payable.

Received approved vendor/subcontractor invoices, reconciled and records obtained from any contingent releases.

Earth Tech/AECOM Engineering, Inc - Doral, FL

Administrative Assistant II/Project Control Specialist

November 2007 to September 2009

Supported the Florida Department of Transportation - District 6, Miami Intermodal Center Airport.

Responsible for activities that contribute to timely, high quality and efficient project execution on projects of limited size, scope, and complexity.

Administered contracts with extensive experience and administered multi-million-dollar contracts for the Florida Department of Transportation.

Daily/weekly reports on the accounts receivable status and ensure timely payment for accounts payable.

Assist Project Engineers and Project Managers with the preparation of submittals and operation/maintenance manuals.

Received approved vendor/subcontractor invoices, reconciled records, obtains any contingent releases, and released payments accurately and routinely to FDOT monthly. Ensure that all invoices are not submitted more than budget. Conducted routine contract review for auditing and accuracy.

Initiates documents for purchase order requisitions for approval of invoices for share services, subcontracts, and change orders.

Coordinates internal project team meetings to ensure accurate transfer of information.

Assists with preparation of project forecasting (forecasting cost to complete)

Validates and reconciles project cost data in the business system (oracle) to the project forecast.

Communicates effectively with other team members concerning problems, obstacles, issues, and information needs.

Flexibility to work overtime/weekends, as required.

Real Estate to proceed in assistant the manager court papers eviction budgeting collecting rent deposits prepared short terms lease inspecting property.

Contact candidates, interviewed for following specified protocols

Earth Tech/AECOM Engineering, Inc - Doral, FL

Administrative Assistant II

November 2007 to September 2009

Provided support for North Corridor Program at the Miami International Airport

Reviewed invoices for accuracy, before approval and process payments on a timely basis, meeting, or exceeding company guidelines.

Prepared purchase requisitions purchase order for approval of invoices for shared services.

Maintaining an extensive filing and control system for document control, sort and prepping all incoming/outgoing mail on daily basis, scanning documents, assisting with and or conducting internal audits, hardware, and software validation and verifications test plans, reports, specifications, etc.

Maintain accurate QA records and procedures, to facilitate the approval process and distribution of Quality System (both manual and computer) and SharePoint within the procedures are organized and readily accessible.

Perform assessments of vendor prequalification’s forms including administrative information, financial, insurance, and verification of all information submitted.

LPE Enterprises, Inc - Williston Park, NY

Technical Assistant

January 2000 to June 2007

Responsible for supporting One Chief and Four Executive Project Managers for the Watershed Facilities Design.

Responsible for activities that contribute to timely, high quality and efficient project execution on projects of limited size, scope, and complexity.

Prepared Financial Reports.

Log in and track payments.

Performed assessments of vendor prequalification, financial, insurance, and verification of all information submitted.

Scheduling and Travel Support Regularly maintain bureau chief's Outlook calendar; assist staff in preparing and review of travel authorization requests and reimbursements; assist in making travel arrangements for staff (hotel, vehicle, registration, common carrier travel).

Accounting and Procurement Support Assist bureau staff with the preparation of timesheets and electronic filing of leave slips, reconcile credit card transactions for staff and assist in procurement activities such as routing of procurement documents for signature, processing of requisitions, scanning of contract documents, and mailing of procurement documents.

Communication and Support Assist with arranging and organizing meetings, and workshops, facilitating public information requests for the bureau, composing, editing, or finalizing correspondence, forms or presentations, data entry, scanning documents, screening incoming telephone calls, routing to appropriate staff or recording messages, receive/deliver mail to the staff at specified intervals, and maintain an up-to-date roster of staff with emergency contact information, maintain appropriate.

Sparrow, Singer & Schreiber, Esq - Kew Gardens, NY

Legal Assistant / Spanish Interpreter

January 1999 to January 2000

Legal Assistant / Spanish Interpreter

Service Interpreter for the lawyer's firm.

Schedule Inmate's visitation dates with the New York Correction Department.

Contact Supreme and Criminal Courts for adjourned dates.

Interact, greet and accommodate clients upon arrival to the office.

Heavy typing, maintaining extensive filing and control systems (both manual and computer).

and answering the phone.

Conduct legal research, review, and document retrieval when the company is subpoenaed for document production.

Accounts Payable/Warehouse Inventory Receipt Supervisor/Helped with Account Receivable during staff Vacation..

Education

Certificate in Business Administration

Queens College - Flushing, NY

September 2002

Licensed Cosmetologist in Business Accounting

Nouvelle Cosmetology Institute - Miami, FL

December 2010

Certificate in Computer Office Assistant Program

Academy For Career Education/ACE - Ridgewood, NY

March 1990

SKILLS

Strong organization and analytical skills

Excellent interpersonal skills, office etiquette and phone manners

Customer service experienced, supervisor escalate calls, problem solving, interviewed candidate for following specified protocols

cash register and retail service

Software: All Windows operating systems, Microsoft Word, WordPerfect, Excel, Internet Access, PowerPoint Expedition Primavera, Project Talk (Prolog), Oracle FDOTNET (FDOT Website) and SharePoint

CORPORATE TRAINING

Training provided by Earth Tech Consulting, Doral, Florida

Safety Orientation Certificate

Defensive Driving Awareness Training Certificate

Office Awareness Training Certificate

Office Ergonomics Training Certificate

Employee Substance Abuse Training Certificate

Training provided my Maximus, West Virginia, Virginia

COVID-19 Contact Tracing

an online non-credit course authorized

by Johns Hopkins University and offered through Coursera

Contact this candidate