Shakira Rivas

Results-driven operations and customer service professional with 8+ years of experience leading teams, managing daily operations, resolving complex customer concerns, and maintaining compliance in high-volume environments. Proven ability to build trusting relationships, communicate effectively with diverse populations, manage sensitive situations, and create organized, welcoming environments. Brings a strong foundation in leadership, conflict resolution, administrative operations, safety compliance, and customer engagement.

Seeking to leverage transferable management and interpersonal skills into a Leasing Consultant, Assistant Property Manager, or Property Management position focused on resident satisfaction, operational excellence, and community success.

CDL SCHOOL BUS DRIVER - Walpole, MA

• Provide safe, reliable, and professional transportation services while maintaining a welcoming and supportive environment for students and families.
• Build positive relationships with parents, school administrators, staff, and students through clear communication and consistent professionalism.
• Manage daily responsibilities independently while adhering to strict schedules, safety procedures, and regulatory requirements.
• Demonstrate patience, empathy, and strong problem-solving skills when addressing concerns or unexpected situations.
• Maintain accurate documentation and complete required inspections and reports with attention to detail.
• Successfully manage stressful situations while remaining calm, approachable, and solution-oriented.

OPERATIONS MANAGER – SECURITY - Beth Israel

(2021-01 - 2023-12)

• Directed daily security operations within a complex, high-volume healthcare environment serving patients, staff, visitors, and the surrounding community.
• Supervised, trained, and supported security personnel to ensure consistent performance, professionalism, and compliance with organizational policies.
• Managed conflict resolution and emergency response situations requiring sound judgment, communication, and discretion.
• Conducted investigations, prepared detailed reports, and maintained accurate documentation in accordance with regulatory and organizational standards.
• Collaborated with law enforcement, hospital leadership, and multiple departments to coordinate effective responses to incidents and operational concerns.
• Maintained a strong focus on customer service by ensuring patients, visitors, and staff felt safe, respected, and supported.
• Demonstrated the ability to manage competing priorities, enforce policies professionally, and maintain a positive environment during high-pressure situations.

OPERATIONS MANAGER - T-Mobile

(2018-01 - 2021-12)

• Managed daily retail operations in a fast-paced, customer-focused environment while maintaining high standards of service and professionalism.
• Led, coached, and developed team members to achieve performance goals and deliver exceptional customer experiences.
• Handled escalated customer concerns, complaints, and complex problem-solving situations with professionalism and empathy.
• Managed scheduling, workflow coordination, inventory control, and operational documentation.
• Maintained store standards, compliance requirements, and organizational policies.
• Built strong customer relationships through active listening, needs assessment, and personalized service.
• Supported sales initiatives and contributed to team performance through coaching, accountability, and customer engagement.

High School Diploma - QUINCY HIGH SCHOOL (2017-01)