Summary
Overview
Work History
Education
Skills
Languages
Additional Information
Timeline
Generic

Riva Kessel

Calgary,Alberta

Summary

Driven by a results-focused approach, I leveraged operations management and problem-solving skills at Kumon North America to enhance franchisee satisfaction and drive business growth. Demonstrated excellence in customer relationship management and process improvement, achieving significant client satisfaction and leading cross-functional teams to exceed company objectives.

Overview

7
7
years of professional experience

Work History

Field Consultant

Kumon North America
05.2023 - Current
  • Identified areas of improvement and worked with over 30 instructors to help implement business and educational changes.
  • Performed franchise visits and calls 6-7 times per week to identify areas of improvement and verify compliance to company standards.
  • Implemented short and long terms business plans with instructors to promote enrollment and profit growth.
  • Developed strong relationships with franchisees in order to initiate corrective actions.
  • Improved franchisee satisfaction by providing customized field consulting services tailored to their specific needs.
  • Utilized and supported resources to maximize performance and deliver targeted results.
  • Led additional teams outside of my role to help reach company goals.
  • Achieved high levels of client satisfaction by rapidly resolving concerns or issues with a solution-focused approach.
  • Facilitated effective communication between clients and internal teams, ensuring alignment on project goals and expectations.
  • Prepared presentations to explain revisions, enhancements and process improvements of organization's systems and programs.
  • Provided expert guidance on industry standards and best practices, elevating the quality of service offered to clients.

Microbiology Laboratory Technician

Calea Ltd.
10.2021 - 03.2023
  • Performed rapid sterility testing on up to 40 Total Parenteral Nutrition samples a day using the ScanRDI system as per approved procedures.
  • Led ScanRDI project meetings, developed SOPs, WIs, and appropriate forms.
  • Led laboratory operations through sample preparation, supply order, restock, and environmental monitoring.
  • Performed and aided in quality investigations of non-conforming test results and provided conclusions and appropriate actions.
  • Worked with the Senior Quality Specialist and Head of Quality to ensure compliance to audit requirements.
  • Evaluated and implemented corrective actions to remedy root causes.
  • Performed environmental monitoring and strictly followed aseptic technique in a Grade A and B environment.
  • Supported and trained new personnel on aseptic technique, equipment uses,and workflow.
  • Increased lab safety by enforcing proper handling, storage, and disposal of hazardous materials.
  • Managed inventory effectively through regular stock checks and prompt ordering of supplies to avoid delays in experiments or analysis.

Sales Associate

Sport Chek
08.2017 - 02.2022
  • Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
  • Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
  • Built relationships with customers to encourage repeat business.
  • Managed returns, exchanges and refunds in accordance with store policy.
  • Sold over 40 credit cards to customers.
  • Achieved top number of credit card sales at store's location.
  • Checked out and conversed with over 150 customers per shift.
  • Trained new colleagues in cash register operation, store policy and customer service.
  • Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
  • Provided positive first impressions to welcome existing, new, and potential customers.
  • Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.

Microbiologist

Bio-Chem Consulting Services Ltd.
04.2021 - 10.2021
  • Prepared and analyzed 50-100 microbiology plates/ tests per day.
  • Analyzed drinking water, treated wastewater, soils and more for bacterial growth following the proper RTM.
  • Performed bacterial and fungal identification through microscopy and BIOLOG.
  • Analyzed PCM cassettes for airborne fiber concentrations using phase contrast microscopy.
  • Analyzed natural health products for microbial limits following USP.
  • Received, prepared and stored samples, incubation plates, and broth test tubes properly.
  • Strictly followed aseptic technique.
  • Read and followed routine test methods, standard operating procedures, and QA/QC procedures.

Laboratory Research Assistant

Sport Technology Research Laboratory (STRL)
04.2018 - 09.2019
  • Conducted and completed studies on physical literacy and the effectiveness of various baseball throwing techniques at Canada Olympic Park.
  • Organized and led research study pilots and various performance analysis projects.
  • Applied high degree of accuracy and precision when preparing over 20 questionnaires, scripts, ethics applications, and research reports.
  • Validated incoming data to check information accuracy and integrity.

Education

Bachelor of Science - Cellular, Molecular, And Microbial Biology

University of Calgary
Calgary, AB
05.2021

Skills

  • Operations Management
  • Problem-Solving
  • Team Leadership & Development
  • Business Analysis
  • Attention to Detail
  • Work Planning and Prioritization
  • Process Improvement
  • Customer Relationship Management
  • Project Leadership
  • Continuous Improvement

Languages

English
Native or Bilingual

Additional Information

Volunteer Experience:

Volunteer Assistant Coach, Special Olympics Calgary 11/2021 to Present

Co- President of Students for Special Olympics (SSO), University of Calgary Students' Union 09/2020 to 05/2021

Alberta Health Services Pet Therapy Volunteer 06/2019 to Present

Education Coordinator for Reforming Education on Drugs (RED), University of Calgary Students' Union 01/2020 to 04/2021

VP Events and VP Social Media for Students for Special Olympics (SSO), University of Calgary Students' Union 08/2019 to 09/2020


Interests:

Competitive Powerlifting

Competitive Spikeball


Timeline

Field Consultant

Kumon North America
05.2023 - Current

Microbiology Laboratory Technician

Calea Ltd.
10.2021 - 03.2023

Microbiologist

Bio-Chem Consulting Services Ltd.
04.2021 - 10.2021

Laboratory Research Assistant

Sport Technology Research Laboratory (STRL)
04.2018 - 09.2019

Sales Associate

Sport Chek
08.2017 - 02.2022

Bachelor of Science - Cellular, Molecular, And Microbial Biology

University of Calgary

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Riva Kessel