Lisa Renee Nelson
Scotch Plains,NJ
Summary
Energetic Supervisor successful at motivating and building positive team dynamics to accomplish aggressive goals. Dedicated to open, communicative culture where employees feel empowered to contribute to company's success. Hard-working Supervisor with exceptional experience leading teams, delivering results and exceeding expectations. Creative and motivated leader adept at utilizing exceptional design and planning strengths to accomplish complex projects. Skilled in teaching new concepts and best practice strategies. Adept at training managers to improve employee relations, increase understanding of legal requirements and effectively motivate employees and strengthen relationships at all levels. Articulate, inspiring and hands-on leader with strengths in program management, process improvement and data analytics. Forward-thinking, results-driven and focused on facilitating relationships and collaboration between diverse employees and departments in order to accomplish common goals.
Overview
9
9
years of professional experience
Work History
Toll Collector
New Jersey Turnpike Authority
04.2024 - Current
- Communicated in English to assist motorists and respond to inquiries concerning tolls, directions and routes.
- Communicated in English to assist motorists and respond to inquiries concerning tolls, directions and routes.
- Collaborated with team members to ensure smooth operations during peak hours and special events.
- Monitored toll lane activity and generated operational reports.
- Enhanced customer satisfaction by providing efficient service in toll collection and transaction processing.
- Supported infrastructure maintenance by promptly reporting any equipment malfunctions or damages to appropriate personnel.
- Maintained high levels of accuracy in data entry tasks, ensuring proper documentation of vehicle types and fees collected.
- Communicated in English to assist motorists and respond to inquiries concerning tolls, directions and routes.
- Communicated in English to assist motorists and respond to inquiries concerning tolls, directions and routes.
- Communicated in English to assist motorists and respond to inquiries concerning tolls, directions and routes.
Program Manager-Assistant Federal Security Director
DHS/TSA
06.2019 - 11.2020
- Salary: 125,000.00 USD Annually
- Hours per week: 40
- Series: 0301 Pay Plan: SV Grade: K, Mission Support (This is a federal job)
- Duties, Accomplishments and Related Skills:
- Collaborates with briefs and advises Senior executives on meeting objectives
- Coordinates complex and multi-faceted efforts among senior level, private sector stakeholders
- Responsible for making significant decision on several functions and subordinate employee roles
- Make commitments and decisions that require expenditure of significant unit resources
- Place paramount focus on external factors to accomplish goals and objectives
- Oversees the activities of staff and contract engineers who perform the system design to make the required changes
- Establishes an integrated approach to address the imperatives for change, providing an environment and focused resources to collaborate on innovation efforts
- Coordinate acquisition strategy, obtaining contract resources
- Overseeing technical evaluations to provide justifications for recommendations
- Serves as a technology liaison across risk-based security efforts in TSA responsible for advising the Federal Security Director (FSD) on matters concerning the administration and business support of a major applying a detailed knowledge of the technical work as well as budget, human resources, and applicable policies and processes that impact the strategic objectives of the airport, internal, and external customers
- Directing the work of supervisors, program managers, and other subordinate employees for multiple administrative and operational functions
- Conferring with the FSD and project staff personnel to outline work plans, provide technical advice, resolve problems, review status reports, and modify schedules to accomplish duties
- Assigning work, setting priorities, reviewing/evaluating work and performance, approving leave, coaching and developing employees, managing projects and resolving routine problems
- Providing oversight for daily operational activities; conducting oversight of contracted resources and deliverables, identifying operational inefficiencies and security vulnerabilities performing risk analyses, developing internal controls and implementing mitigation actions
- Providing policy development, delivery, advice, and guidance to higher management and devises solutions to especially complex EEO-related programs, with focused emphasis on program improvement
- Contact with persons outside/inside the agency may include high-level officials, consultants, contractors, or comparable personnel in other agencies
- Coordinates with various program offices in TSA and other federal agencies as well as stakeholders both internal and external to compile data collected from these meetings to design agency responses, policies and procedures
- Coordinates the creation of customer service and complaints metrics so that data can be collected, reported, and acted upon to improve the Transportation Security Administration's customer service in interactions with the traveling public, including at airports nationwide
- Staffing and procedural techniques to prepare job opportunity announcements, conduct job analyses, prepare assessment plans, qualification analyses
- Higher level supervisor over multiple project/program within major subdivision
- Advise management on recruitment strategies, sources, special programs, recruitment, relocation and retention
- Assigning tasks, responsibilities and evaluating work and performance of subordinates; coaching and developing employees; approving leave; taking or approving corrective/disciplinary actions; managing budget and assigned resources including leading and integrating the planning process for short and
- Long term requirements applying a detailed knowledge of the technical work as well as budget, human resources, and applicable policies and processes; developing and approving solutions to current and anticipated problems independently and establishing new policies/procedures or making exceptions new policies/procedures that impact the strategic objectives of the Office
- Coordinates with various program offices in TSA and other federal agencies as well as stakeholders both internal and external to compile data collected from these meetings to design agency responses, policies and procedures
- Coordinates the creation of customer service and complaints metrics so that data can be collected, reported, and acted upon to improve the Transportation Security Administration's customer service in interactions with the traveling public, including at airports nationwide
- Direct the creation of a system to respond to congressional requests for agency wide data regarding types, topics, and complexity in documented customer complaints received throughout TSA and including
- Serving as a technical expert advising on, interpreting and applying human resources policies, concepts, principles, and practices related to performance management programs;
- Applying analytical methods and techniques to provide systematic oversight and assessment of the efficiency and effectiveness of HC programs
- Supervisor: Alicia Elsetinow (908-787-0580)
- Okay to contact this Supervisor: Yes
- DHS/TSA
Supervisory Program Specialist
07.2018 - 06.2019
- 84,000.00 USD
- Hours per week: 40, (This is a federal job)
- Duties, Accomplishments and Related Skills:
- Scheduling and providing oversight to the scheduling of Online Learning Center (OLC) training
- Working with Training to ensure accurate and complete OLC records are maintained, and ensuring necessary resources and training materials are prepared and available
- Working directly with the Federal Security Director (FSD) to coordinate, implement and maintain an effective program to communicate TSA’s policies, procedures, and directives
- Working directly with stakeholders responding to security related questions and concerns and customer service inquiries
- Sharing local news related information with the Office of Public Affairs and local (airport) media relations personnel
- Creating and managing performance metrics to identify and resolve inefficiencies and areas in need of process improvement
- Providing reports to FSD and management group
- Developing staffing models based on metrics and data to include throughput projections, authorized FTS, current staff compositions and training requirements
- Overseeing equipment needs and ensuring upgrades and reconfigurations are requested and completed as needed
- Overseeing lost and found, and coordinating pick-up and disposal of hazardous materials (hazmat) and voluntarily abandoned property (VAP)
- Ensuring all security clearances, badges, credentials and uniforms are tracked and all related information and items are secured as required
- Providing management oversight for all procurement, inventory, fleet, and records management and disposal
- Working directly with the Office of Real Estate to facilitate and coordinate space needs to include moves, (re)constructions, etc
- Providing in-depth analyses and interpretations regarding airport administrative procedures
- Preparing budget estimates and consolidating the estimates into an integrated budget forecast; providing budget justifications by compiling, comparing and correlating information about current and future programs; and submitting budget estimates to the Office of Security Operations (OSO) for approval
- Providing management advisory services to the FSD staff, as appropriate, and providing the first line response to airport employee inquiries
- Coordinating solutions to information technology (IT) problems; coordinating staff efforts concerning the acquisition and use of specialized software applications
- Supervisory/Managerial duties include serving as a first line supervisor for the organization
- This includes, but is not limited to:
- Assigning work, setting priorities, and reviewing and evaluating work and performance of subordinates
- Approving leave
- Coaching and developing employees
- Recommending corrective or disciplinary actions
- Budget planning and projecting short-term needs
- Managing projects within assigned resources
- Resolving routine problems that typically impact the objectives of the organizational unit
- Directing the work of supervisors, program managers, and other subordinate employees for multiple administrative and operational functions
- Preparing, planning, coordinating, and managing support operations that include administration, financial/budget, human resources, customer service/stakeholders, training, procurement, logistics, and engineering services
- Conferring with the FSD and project staff personnel to outline work plans, provide technical advice, resolve problems, review status reports, and modify schedules to accomplish duties
- Identifying and determining types of actions required to meet time frames and budget/funding limitations
- Setting up procedures to meet the FSD's staffing requirements and providing necessary resources to accomplish projects
- Managing or conducting targeted recruitment and other external marketing sources to assist in providing diverse applicant pools to the FSD
- Advising/informing the FSD on unusual or complex managerial or personnel disciplinary issues
- Exercising discretion and sound judgment in dealing with sensitive human resources matters or issues
- Providing data/information and reports from statistical and narrative databases
Lead Employee Relations Specialist, Supervisor
Department Of Homeland Security, TSA
01.2017 - 01.2018
- Interim Duties, Accomplishments and Related Skills:
- Applying Federal employee relations principles, practices, legal and regulatory requirements, and analytical skills sufficient to advise management about appropriate disciplinary or other corrective techniques that are responsive to a range of conduct and performance problem
- Applying Federal employee relations principles, practices, regulations, analytical and evaluative methods to investigate, research, document and resolve varied and complex employer-employee workplace issues
- Providing advice and assistance to management regarding appropriate disciplinary and adverse actions
- Identifying and seeking guidance on fitness for duty and Family and Medical Leave Act (FMLA) issues and Office Worker's Compensation Program (OWCP)
- Applying knowledge of guidance, policies, principles, and practices related to employee conduct, performance, and dispute resolution
- Analyzing a variety of employee conduct and performance-based problems
- Providing ongoing HR services to managers and employees including initiating, tracking, and following up on cases and actions to ensure timely completion and regulatory compliance, and resolving recurring case specific problems or issues independently when applicable guidelines are available
- Serving as the resident HR consultant by providing guidance on HR matters; responding to routine HR inquiry actions; ensuring compliance with applicable laws, regulations, and policies, and consistency with merit system principles; communicating changes to HR procedures and policies
- Undertaking extensive research and analysis and coordinating with OHC senior specialist to ensure the most recent guidance is applied when making technical decisions or advising managers, staff, and employees
- Providing guidance to junior staff as appropriate to accomplish work
- Identifying and proposing technically sound and administratively compliant solutions to a range of recurring issues that require considerable judgment to ensure that recommendations and approaches that best meet operational needs
- Develop, propose, evaluate, and implement solutions and recommendations to human resources problems and issues
- Develop, implement, evaluate, or otherwise influence employee relations policies at a sub unit level
- Preparing and coordinating detailed, complex and routine correspondence, reports issue papers, and responses to requests from TSA stakeholders, government accountability office, and the general public
- Defining and developing internal policies and procedures
- Reviewing proposed legislation, rules, and regulations that may impact security operations
- Interacting directing with TSA Components collaborating on significant issues and projects
- Conducting analyses, evaluations, and studies of existing security policies, requirements, procedures, and standards in order to ensure compliance with Federal rules and standards
- Exercising leadership by providing guidance to less experienced team members
- Serves as an expert on issues related to civil rights, and the development and implementation of an interagency civil rights compliance program Coordinates, plans and conducts on-site compliance reviews
- Provides legal and technical advice to management on the equal employment opportunity, affirmative employment and/or equal employment programs to ensure that the internal equal opportunity program's policies and goals are consistent with legal and statutory requirements, current case law and agency policy and procedures
- Participates or leads special projects or studies, work groups, task forces and panels, special inquiries (congressional) focusing on policy making and shaping the future direction of agency programs while publishing those which embrace new knowledge on subjects of far reaching interest, unprecedented problems
- Assists in the development of programs and operations that assist in the elimination of discriminatory practices and policies in the workplace, in Federally conducted programs and activities, and in Federally assisted programs and activities and is responsible for managing the agency's Environmental Justice efforts
- Applies EEO laws, rules, regulations, policies, alternative dispute resolution methods, the legal system and the processes through which disputes of a legal or factual nature are resolved
- Assists in the design of automated discrimination complaints tracking systems and develops management reports on agency complaint processing
- Assists with the development of EEO/Affirmative Employment training programs for EEO management and other employees in conjunction with the Training and Employee Development Division
- Conducts impartial Investigations, gives technical assistance to officials, facilitates settlement agreements, recommends proposed dispositions
- Assists with the processing of informal and formal EEO discrimination complaints, Reasonable Accommodation Requests, EEO Tracking System
- Supervisor, Tony Cubilette (6467610909)
- Okay to contact this
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Evaluated employee performance and coached and trained to improve weak areas.
- Monitored workflow to improve employee time management and increase productivity.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Achieved results by working with staff to meet established targets.
- Maintained compliance with company policies, objectives, and communication goals.
- Enforced rules and regulations outlined in company manual to set forth expectations comprehensibly and consistently.
- Promoted employee welfare by maintaining proper protocols throughout investigations and disciplinary procedures.
- Promoted harmonious working climate to boost morale and productivity.
- Developed performance metrics and dashboard interfaces to keep track of internal benchmarking and progress against goals.
- Answered management and employee questions, interpreted contracts and resolved issues.
- Leveraged team exercises, group discussions and videos to instruct participants.
- Conducted routine inspections to check quality and compliance with established specifications.
- Devised robust training programs to strengthen investigatory skills, legal understanding, and motivational strategies.
Lead Transportation Manager
Dept. Of Homeland Security
02.2017 - 07.2018
- Raymond Whalen (908-787-0650)
- Okay to contact this Supervisor: Yes
- DHS/TSA, Hours per week: 40
- Gathered, reviewed and evaluated financial data to determine potential and real risk levels.
- Administered department and specific project budgets and tracked expenditures for optimal financial control.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Established team priorities, maintained schedules and monitored performance.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Employed Six Sigma standards to save [Number] overtime hours for substantial savings in labor costs.
Deputy Assistant Federal Security Director
Department Of Homeland Security, TSA
07.2015 - 02.2017
- Developed and implemented processes and performance measures to achieve measurable increase in customer satisfaction, financial health and team satisfaction for division.
- Motivated and worked productively with personnel across wide range of job classifications and responsibilities.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
- Assisted in recruiting, hiring and training of team members.
- Trained and guided team members to maintain high productivity and performance metrics.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
Education
Bachelor of Arts - English
Rutgers, The State University of New Jersey
New Brunswick, NJ12.1992
Skills
- Human Resources
- Office Operations
- Policy Implementation
- Offer Letter Drafting
- Cross-Functional Collaboration
- Case Analysis
- Discipline Documentation
- Reading Comprehension
- Problem Resolution
- Corrective Actions
- Multitasking proficiency
- Dependability
- Money Handling
- Interpersonal communication skills
- Organized and detail-oriented
- Customer Service
- Attention to Detail
Timeline
Toll Collector
New Jersey Turnpike Authority
04.2024 - Current
Program Manager-Assistant Federal Security Director
DHS/TSA
06.2019 - 11.2020
Supervisory Program Specialist
07.2018 - 06.2019
Lead Transportation Manager
Dept. Of Homeland Security
02.2017 - 07.2018
Lead Employee Relations Specialist, Supervisor
Department Of Homeland Security, TSA
01.2017 - 01.2018
Deputy Assistant Federal Security Director
Department Of Homeland Security, TSA
07.2015 - 02.2017
Bachelor of Arts - English
Rutgers, The State University of New Jersey
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