Mary Nathalie Rivera

Built a 28+ document SOP library covering intake, scheduling, follow-ups, invoicing, HR, and marketing workflows. Maintained customer records and sales pipeline in Jobber, coordinated appointments and vendor communications, and screened 144 Crew Leader applicants.

Handled 25-50 customer inquiries weekly through text and email with consistent same-day follow-up. Collected project details, prepared lighting mockups and estimates using Jolly Lights and Jobber, and coordinated installation appointments.

Supported outbound outreach and lead generation while maintaining organized prospect information. Managed listing documentation and administrative workflows for real estate investment activities.

Audited 50-100 customer calls and chats daily for accuracy, regulatory compliance, and adherence to procedures. Analyzed interaction data to identify discrepancies, report trends, and support process improvements.

Maintained a HubSpot CRM pipeline of 500+ contacts with accurate records and organized follow-up tracking. Researched 100+ properties and leads monthly and documented information for the acquisitions team.

Managed executive schedules and coordinated remote administrative tasks. Handled correspondence and organized business files for easy retrieval.

Handled 60+ customer inquiries daily across phone, email, and chat. Coordinated with internal teams to resolve complex concerns and maintain clear customer communication.

Completed healthcare workflow training covering patient communication, appointment setting, intake, EHR/EMR records, and prescription refill request coordination. Studied insurance eligibility, prior authorizations, medical billing, and ICD/CPT coding fundamentals.

Earned an Associate in Computer Technology.