Paola Quintana-Rivera
Moca, Puerto Rico
Summary
Bilingual operations and customer success professional with 8+ years of experience in high-volume service environments, including legal services and e-commerce manufacturing. Expertise in managing escalations, coordinating cross-functional teams, and ensuring compliance in regulated settings. Skilled in operations coordination, customer experience management, and team coaching, driving efficiency in complex workflows. Actively pursuing remote roles in operations, program support, or team leadership.
Overview
8
8
years of professional experience
Work History
Operations Coverage Specialist II
Docketly / ABC Legal Services
08.2025 - Current
- Supported daily legal operations for time-sensitive filings and service workflows, ensuring compliance with deadlines
- Maintain accuracy while handling confidential legal and personal data
- Coordinated case updates across teams, facilitating timely case processing and communication
- Monitored workflow queues, identified exceptions, and escalated issues to maintain operational integrity
Supervisor, FEMA Helpline Tier 2
Capitol Bridge
11.2024 - 03.2025
- Led Tier 2 specialists in providing disaster assistance to applicants
- Handled escalated cases, ensuring compliance with FEMA requirements
- Guided team members in managing complex cases and supporting applicants
- Facilitated communication for Spanish-speaking applicants seeking assistance
Specialist ES Helpline Tier 2
Capitol Bridge
08.2024 - 11.2024
- Navigated applicants through appeals process and clarified program requirements
- Assisted applicants with case reviews, eligibility questions, and documentation
- Maintained strict compliance standards while managing sensitive applicant data
Remote Data Entry Specialist
Capitol Bridge
07.2024 - 08.2024
- Processed and validated disaster assistance applications to ensure compliance with federal guidelines
- Executed timely and accurate entry of sensitive data into federal systems to maintain data integrity
Business Development Representative (Contract)
Alleyoop
06.2024 - 08.2024
- Prospected and qualified leads through outbound outreach
- Introduced services, handled objections, and scheduled meetings
- Contacted client to discuss contract renewal options, ensuring continuity of service
Account Manager
Atlas 46
09.2019 - 06.2024
- Primary point of contact for customers managing complex service issues
- Resolved escalations impacting production timelines and shipping logistics, ensuring timely delivery
- Coordinated production and logistics teams to streamline order fulfillment process
- Documented recurring issues to enhance internal communication and prevent future escalations
Business Development Representative (Contract)
Alleyoop
10.2022 - 01.2023
- Prospected and qualified leads through outbound outreach
- Introduced services, handled objections, and scheduled meetings
- Reengaged for a second contract due to strong performance
Store Manager
Atlas 46
03.2019 - 09.2019
- Oversaw daily retail operations, ensuring high standards in customer service and effective staff supervision
- Streamlined training processes for team members to enhance operational efficiency
- Managed daily store operations and staff scheduling.
- Trained and developed team members on product knowledge.
- Oversaw inventory management and replenishment processes.
Human Resources Assistant
Atlas 46
08.2018 - 03.2019
- Facilitated recruiting and onboarding processes, ensuring accurate employee documentation
- Organized training sessions and managed internal communications to enhance employee engagement
Bilingual Customer Service Representative
Atlas 46
06.2018 - 08.2018
- Provided bilingual support via phone and email in a high-volume environment
- Assisted customers with orders, product questions, and issue resolution
Education
Business Administration - Management
University of Missouri - St. Louis
01-2018
Skills
- Operations Coordination
- Customer Success & Escalation Management
- CRM & Ticketing Systems
- Case Management & Documentation
- Compliance & Data Confidentiality
- Data Analysis
- Process Improvement
- Cross-Functional Collaboration
- Microsoft Office Suite
- Team Leadership & Coaching
- Bilingual Communication (English/Spanish)
Websites
Timeline
Operations Coverage Specialist II
Docketly / ABC Legal Services
08.2025 - Current
Supervisor, FEMA Helpline Tier 2
Capitol Bridge
11.2024 - 03.2025
Specialist ES Helpline Tier 2
Capitol Bridge
08.2024 - 11.2024
Remote Data Entry Specialist
Capitol Bridge
07.2024 - 08.2024
Business Development Representative (Contract)
Alleyoop
06.2024 - 08.2024
Business Development Representative (Contract)
Alleyoop
10.2022 - 01.2023
Account Manager
Atlas 46
09.2019 - 06.2024
Store Manager
Atlas 46
03.2019 - 09.2019
Human Resources Assistant
Atlas 46
08.2018 - 03.2019
Bilingual Customer Service Representative
Atlas 46
06.2018 - 08.2018
Business Administration - Management
University of Missouri - St. Louis