Jennifer Rivera
Long Beach
Summary
Results-oriented professional with extensive experience in operational management and human resources. Proven track record in optimizing recruitment processes and employee engagement initiatives, leading to improved customer satisfaction and operational efficiency.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Human Resources Business Partner
Prosegur Services Group
Los Angeles
12.2024 - Current
- Oversee recruitment, interviewing, hiring and onboarding of new company staff.
- Managed recruitment processes to attract top talent for various positions.
- Conduct exit interviews to analyze reasons for employee departures.
- Maintain accurate personnel records, including hiring, terminations, and promotions.
- Ensure compliance with state and federal employment laws.
- Schedule meetings to address employee concerns and grievances.
- Programs and applications used: M365 Copilot, Hire by workwave, Sterling by First Advantage, and Winteam.
TBIT Operations Manager
Prosegur Services Group
Los Angeles
05.2023 - 12.2024
- Managed staffing needs encompassing recruitment, selection, onboarding, training, and disciplinary actions.
- Monitored and improved process efficiency and customer service metrics to support team performance.
- Collaborated with general manager on airline and TSA audits to ensure compliance.
- Resolved customer complaints promptly, maintaining optimal levels of customer satisfaction.
- Enhanced morale and communication through employee recognition programs and rewards.
- Coordinated with departments including payroll and human resources for streamlined operations.
- Established strategic relationships with clients to enhance loyalty.
- Developed supervisor roles to assist duty managers, leading to a contractual agreement with LAXTEC.
TBIT Terminal Manager
Prosegur Services Group
Los Angeles
09.2022 - 05.2023
- Managed daily terminal operations, focusing on staff scheduling and inventory management.
- Streamlined operations through process improvements, including a training tracker.
- Trained and mentored officers, leads, dispatchers, and managers on best practices and procedures.
- Ensured compliance with safety standards and regulatory requirements, reducing potential risks.
- Led team meetings for effective communication of updates and resolution of concerns.
- Cultivated strong relationships with clients and partners to enhance collaboration.
TBIT Duty Manager
Prosegur Services Group – Aviation Safeguards
Los Angeles
07.2017 - 09.2022
- Coordinated airline operations and established daily schedules to align with service requirements, enhancing operational flow.
- Monitored ETABS to ensure adequate staffing and adjusted manpower.
- Maintained effective communication with clients, agents, and airlines, facilitating seamless operations and fostering strong relationships.
- Supervised daily operational activities in aviation security and safety protocols.
- Scheduled and organized daily shift rotations for a team of up to 200 employees.
- Created positive work environment for employees and delivered exceptional customer service.
- Managed disciplinary processes for employees who failed to adhere to company policies or procedures.
- Investigated customer complaints in a timely manner, resolving issues efficiently.
- Calculated payroll by preparing timesheets according to airline billing requirements.
Acting Supervisor/Acting Manager
Hallmark Aviation - Qatar Airways
11.2015 - 07.2017
- Completed leadership and complaint resolution officer trainings to enhance team management skills.
- Supervised ticket counter operations, facilitating efficient check-in, boarding, and baggage handling.
- Resolved agent and passenger complaints to uphold service standards.
- Welcomed and trained new agents, overseeing integration into operational procedures.
- Conducted preflight edits, communicated ETAB information to vendors, and held daily briefings for agents.
- Trained in manual and automatic jet bridge operation for enhanced safety protocols.
Education
High School Diploma -
David Starr Jordan High School
Long Beach, CA06-2013
Skills
- Compliance management
- Onboarding processes
- Recruitment and background checks
- Retention strategies
- Performance optimization and management
- Employee engagement improvement
- Organizational skills
- Team leadership
- Conflict resolution
- Effective communication
- Attention to detail
- Adaptability and flexibility
Languages
Spanish
Native/ Bilingual
Certification
Security Guard Card
Timeline
Human Resources Business Partner
Prosegur Services Group
12.2024 - Current
TBIT Operations Manager
Prosegur Services Group
05.2023 - 12.2024
TBIT Terminal Manager
Prosegur Services Group
09.2022 - 05.2023
TBIT Duty Manager
Prosegur Services Group – Aviation Safeguards
07.2017 - 09.2022
Acting Supervisor/Acting Manager
Hallmark Aviation - Qatar Airways
11.2015 - 07.2017
High School Diploma -
David Starr Jordan High School