Staff Spotlight: Raquel Rivera
Today, we’d like to shine a special spotlight on Raquel Rivera, the Customer Relations & Enrollment Manager at Big Brothers Big Sisters. Raquel is celebrating her 10th anniversary at the agency this October, and she shares a peek into her department at Big Brothers Big Sisters!
Outside of work, Raquel can be found enjoying the thrill of a good find at the thrift store. Although she doesn’t buy a lot, it’s always exciting to parse through a bin or scour the shelves for unique items. Sometimes these items are worth much more than they are priced for! Raquel recalls an experience at an Amazon bin store, which resells overstock and returns. While looking through the bins, her sharp eye spotted a fish finder, priced at $8 but worth $700! She sold it on eBay in two days, without even really knowing how a fish finder works.
Raquel grew up in Decatur, Indiana. After graduating from Bellmont High School, she received some college background at IPFW and a college in Georgia. Raquel first learned about opportunities at Big Brothers Big Sisters a decade ago from longtime BBBS employee Shelley Schwab. The agency was looking for Spanish speakers to engage in customer service and interact with the families in the programs. Raquel began as a Customer Relations Specialist, working at the front desk as well.
Now, Raquel works in the same department. Her position entails scheduling with volunteers, families, and children for interviews with Enrollment Specialists. She collects background checks, references, and any additional documentation needed to determine if the program is the right fit for each individual she is working with. She works closely with Enrollment Specialists who then conduct interviews to form matches.
The flexibility her role provides is just one of her favorite parts of working at Big Brothers Big Sisters. The chance to have new experiences is another reason she enjoys her workplace. For example, Raquel assists with events such as the Brad Miller Gala & Auction and the Gourmet Dinner.
Although Raquel works with potential Bigs, Littles, and families all the time, these interactions are over calls and emails. So, when she gets to see the Bigs and Littles come to the agency, excited to get paired and meet their matches, it’s always a special moment.
What is the most unique part of your position?
Raquel: I do a lot of the background stuff, so I don't get to meet the Bigs and the Littles too often, but when I do, I think that's pretty exciting to see the faces match up to what I've seen on screen.
In 2026, Raquel took on a new position within her department as the Customer Relations & Enrollment Manager. Although management is a new responsibility, her seasoned team, who have all been there for many years, has made it an easy transition. In fact, Raquel finds herself relying on her team members for secondary opinions and advice. A lot of learning comes with 10 years of experience, so the longtime employee now has advice that she would offer her younger self.
Do you have any advice for yourself 10 years ago when you began working here?
Raquel: Sometimes talking to some of the families that have children in the program, it's hard to have those conversations when they may not be eligible for the program or hearing them talk about their child and us not being able to help them. So, just being more confident in conversations with those families.
When asked about who she looks up to, Raquel named her cousin Teresa, who lives out her faith through her actions. The best way Raquel describes her is using a story. One day at a family gathering, Raquel went looking for her cousin, who was in the kitchen. When she walked in, Teresa said to her, “How can I serve you?”
Who do you consider a mentor in your life?
Raquel: My cousin Teresa. She's very Christ-centered. She's very much a person who serves others. She always inspires me and motivates me to keep that in mind and always be there to serve others…And that phrase just stuck with me because, as a Christ follower, I should be like that as well, just wanting to help others any way I can.
Thank you, Raquel, for your loyal decade of service at our agency!
