Eleanor Rivera

Detail-oriented operations and data support professional with 11+ years of experience managing high-volume information, operational reporting, workflow coordination, and performance tracking across healthcare and financial services environments. Experienced in analyzing operational data, maintaining accurate records, identifying discrepancies, validating information, and preparing performance reports for business stakeholders. Skilled in Microsoft Excel, Google Sheets, research, documentation, and data organization, with a proven ability to manage multiple priorities while maintaining accuracy and meeting deadlines.

Recognized for strong analytical thinking, attention to detail, accountability, and success working independently in fast-paced remote environments. Eager to leverage transferable experience in data management, online research, spreadsheet maintenance, and database support.

Assistant Manager / Acting Service Delivery Manager, Revenue Cycle Management, Allina Health at OPTUM (2026-02 – Present)

• Manage and analyze high-volume operational data supporting approximately 3,960 prior authorization referrals and up to 3,800 digital fax transactions daily.
• Monitor productivity, service-level performance, and workflow metrics to identify trends, processing gaps, and improvement opportunities.
• Review daily operational reports, validate information accuracy, and coordinate resolution of issues impacting performance.
• Produce and deliver performance updates to client stakeholders, highlighting operational results, priorities, risks, and key action items.
• Coordinate workload distribution across multiple teams to support productivity goals and service commitments.
• Helped eliminate a seven-month operational backlog through improved workload allocation, prioritization strategies, and performance monitoring.
• Recognized by leadership for operational visibility, data-driven decision-making, and effective service-level management.

Assistant Manager, UnitedHealthcare Member Services at OPTUM (2019-07 – 2026-01)

• Monitored operational metrics, productivity, quality, attendance, and service performance across multiple healthcare programs.
• Analyzed performance reports to identify trends, operational risks, and improvement opportunities.
• Maintained reporting accuracy and provided actionable insights to support leadership decision-making.
• Coordinated cross-functional issue resolution and ensured compliance with established operational processes.
• Received multiple Make It Matter Awards for outstanding performance and operational contributions.

Acting Training Supervisor at OPTUM (2021-09 – 2022-01)

Additional Leadership Assignments

• Tracked key performance indicators, including customer satisfaction, quality, attendance, and training effectiveness.
• Developed and distributed executive performance summaries for senior leadership.
• Coordinated operational communication among trainers, supervisors, coaches, and leadership teams.

Supervisor Onboarding Support & Lead Domain Interviewer at OPTUM (2021-05 – 2021-08)

Additional Leadership Assignments

• Facilitated onboarding related to reporting tools, workflows, SharePoint resources, and operational procedures.
• Assessed candidates' business knowledge, communication skills, and role readiness during structured interviews.
• Partnered with operations and Talent Acquisition teams to support hiring and onboarding initiatives.

Customer Service Manager at SYNCHRONY (2015-10 – 2019-06)

• Analyzed workforce, quality, attendance, and customer experience metrics to support business performance.
• Utilized operational reports to identify improvement opportunities and address performance gaps.
• Monitored staffing trends and schedule adherence to maintain service-level objectives.
• Contributed to employee engagement initiatives that achieved 98%+ Great Place to Work survey results.
• Earned multiple Top Customer Service Manager awards and an Exceptional Leadership Award.

Customer Service Representative at SYNCHRONY (2013-05 – 2015-10)

• Managed customer account inquiries while maintaining compliance with quality and service standards.
• Recognized for excellence in customer experience, quality performance, and peer coaching.
• Supported new-hire development and internal communications initiatives.
• Promoted to Customer Service Manager based on performance and leadership potential.

Customer Service Representative at EGS (Now Alorica) (2012-11 – 2013-05)

• Assisted healthcare providers with eligibility verification and benefits information administration.
• Maintained accuracy while handling sensitive healthcare information.

Customer Service Representative, AT&T Postpaid at CONVERGYS (2010-12 – 2012-10)

• Resolved customer inquiries and account-related concerns in a fast-paced, high-volume environment.
• Developed strong problem-solving, documentation, information-handling, and communication skills.

English Teacher at The Master's Academy; Montessori De Manila; De La Salle Santiago Zobel School (2004 – 2010)

EARLIER PROFESSIONAL EXPERIENCE

• Developed advanced research, documentation, written communication, presentation, recordkeeping, and organizational skills through six years of classroom instruction and curriculum delivery.

Master of Arts in Teaching English in English – De La Salle University

Bachelor of Secondary Education in English – Pamantasan ng Lungsod ng Maynila