Leida Lugo
Stamford
Summary
Dynamic US Passport Facilities Manager at The Ferguson Library, recognized for enhancing customer satisfaction and optimizing team productivity through strategic planning and effective conflict resolution. Spearheaded initiatives that improved employee engagement and reduced turnover, while implementing cost control measures that significantly boosted operational efficiency.
Overview
14
14
years of professional experience
1
1
Certification
Work History
US Passport Facilities Manager
The Ferguson Library
03.2012 - Current
- Analyzed performance metrics to identify areas for enhancement and optimize resource allocation.
- Facilitated training programs to elevate team capabilities and ensure adherence to best practices.
- Designed initiatives aimed at improving employee engagement and retention within the organization.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maximized performance by monitoring daily activities and mentoring team members.
- Cross-trained existing employees to maximize team agility and performance.
- Controlled costs to keep business operating within budget and increase profits.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Improved marketing to attract new customers and promote business.
- Reduced operational costs through comprehensive process improvement initiatives and resource management.
- Enhanced team productivity by implementing agile methodologies, leading to more efficient project completion.
- Coordinated with IT department to upgrade technology infrastructure, enhancing operational efficiency and data security.
- Boosted employee morale and reduced turnover through development and implementation of comprehensive rewards and recognition program.
- Improved customer satisfaction scores by overhauling customer service protocols and training staff in customer engagement techniques.
- Facilitated team brainstorming sessions that led to innovative solutions for long-standing operational challenges.
- Implemented customer feedback mechanisms to gather insights, using this information to guide strategic planning and decision-making.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Education
High School Diploma -
Stamford High School
Stamford06-1990
Skills
- Performance analysis
- Training program development
- Employee engagement strategies
- Conflict resolution
- Customer satisfaction enhancement
- Cost control measures
- Strategic planning
- Team productivity optimization
- Customer feedback mechanisms
- Operational efficiency improvements
- Marketing strategy development
- Cross-training programs
- Communication skills
- Schedule management
- Inventory procurement
- Schedule coordination
- Space planning
- Innovation and creativity
- Team direction
- Decision-making
- Organizational skills
- Interpersonal communication
- Multitasking Abilities
- Team leadership
- Written communication
- Teamwork and collaboration
- Customer service
- Problem-solving
- Time management
- Attention to detail
- Leadership skills
- Excellent communication
- Active listening
- Relationship building
- Self motivation
- Staff supervision
Accomplishments
- Achieved increase in revenue through effectively advertising and promoting our program
- Achieved awards by completing US Passport processes with accuracy and efficiency.
- Supervised team of 11 staff members.
- Used Microsoft Excel to develop customer service tracking spreadsheets.
- Used Microsoft Excel to control overtime and specific limited hours
- Spearheaded an outreach program that grew our business and visibility
Certification
- US Passport Certification, The US Department of State- 2012-2025
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
US Passport Facilities Manager
The Ferguson Library
03.2012 - Current
High School Diploma -
Stamford High School