Khatrina Rivera

Construction and Service Operations Manager with 15+ years of experience in construction operations, customer care, warranty management, and service delivery. Experienced in managing complex service operations, subcontractors, vendors, proposals, change orders, billing, scheduling, and customer escalations from initial request through completion. Known for taking ownership of challenging issues, strengthening processes, building strong customer and trade-partner relationships, and driving work to successful resolution.

Service Manager - BT Mancini - Santa Clara, CA

(2025-08)

• Manage day-to-day service and warranty operations, overseeing customer requests, service coordination, proposals, change orders, subcontractors, billing, and project follow-through.
• Serve as the primary point of coordination between customers, superintendents, subcontractors, vendors, and internal teams to drive service and warranty work from initial request through completion.
• Manage customer complaints and escalated service issues, developing solutions and maintaining strong customer relationships throughout the resolution process.
• Prepare service proposals, estimates, change orders, and supporting documentation while coordinating scope, materials, labor, and field requirements.
• Schedule and manage subcontractors and coordinate field activities to ensure work is completed efficiently, accurately, and in accordance with project requirements.
• Coordinate invoicing, billing, purchase orders, material requirements, and project documentation to maintain accurate financial and operational records.
• Develop and implement process improvements to strengthen communication, accountability, scheduling, and service delivery.
• Manage vendor relationships and coordinate with manufacturers and trade partners to resolve technical and service-related issues.
• Analyze department sales and gross-margin performance to monitor results and support operational and business decisions.
• Through September 2026, managed service activity generating $774,576 in sales and $250,852 in estimated gross profit, representing approximately a 32.4% gross margin.
• Identify recurring service issues and opportunities for improved processes, customer communication, vendor coordination, and operational efficiency.

Customer Care Manager - Thomas James Homes - Menlo Park

(2021-12 - 2025-07)

• Managed 200+ homeowner warranty claims, reducing the active claim backlog to zero through proactive follow-up, subcontractor coordination, and consistent resolution management.
• Maintained an average claim completion time of 5–7 days, outperforming the department's 14-day service matrix and consistently achieving the fastest resolution times within the department.
• Managed homeowner customer care and warranty operations throughout the post-close process, serving as a primary point of contact for warranty concerns, service requests, and escalated issues.
• Established clear communication and expectations with homeowners regarding warranty procedures, timelines, inspections, repairs, and resolution.
• Coordinated inspections, repairs, and corrective work with subcontractors, trade partners, and field representatives from initial request through completion.
• Conducted same-day follow-up with trade contractors to confirm completion and ensure quality repairs addressed the original concern.
• Identified recurring warranty and construction issues and worked with construction teams and trade partners to reduce repeat concerns and improve the customer experience.
• Evaluated subcontractor performance and quality of work and recommended improvements to customer care and warranty processes.
• Prepared biweekly service status reports for Customer Service leadership and maintained accurate documentation of customer care activities.
• Handled escalated homeowner complaints using problem-solving, conflict resolution, and follow-through to achieve resolution.
• Served as an after-hours customer care contact when needed and provided leadership through accountability, professionalism, and consistent customer communication.

Customer Care Coordinator - Robson Homes - San Jose

(2015-03 - 2021-12)

• Coordinated homeowner warranty requests and scheduled repairs with subcontractors and trade partners.
• Managed homeowner issues from initial contact through resolution, ensuring consistent communication and follow-through.
• Coordinated subcontractor compliance, insurance documentation, purchase orders, invoices, and supporting records.
• Managed invoice distribution and approval processes while maintaining accurate project and financial documentation.
• Maintained inventory records, spreadsheets, and operational tracking systems to support construction and customer care activities.
• Reviewed purchase orders for accuracy, compliance, pricing, and supporting documentation.
• Entered and managed buyer options and coordinated option requests within established project requirements.
• Proactively identified customer concerns and operational issues and worked with internal teams and trade partners to resolve them.
• Supported customer satisfaction by providing timely communication and coordinating warranty repairs.

Office Manager - Strawn Construction, Inc. - San Jose

(2014-06 - 2015-03)

• Supported Project Managers, Superintendents, and executives across multiple construction projects.
• Coordinated bid documentation, prequalification, insurance, payroll, project files, meetings, and job walks.

Executive Administrative Assistant - Pac Tech USA - Santa Clara

(2011-02 - 2014-04)

• Supported executives and multiple departments with purchasing, billing, accounts receivable, logistics, and customer operations.
• Managed purchase orders, supplier coordination, material flow, shipping/receiving, and customer order status.

High School Diploma - MILPITAS HIGH SCHOOL (1994-06)