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, AB05.2021
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