Leta N. (Nikki) Simpson
College Station,TX
Summary
Resourceful and detail-oriented professional with extensive experience in operations, client service, process improvement, and cross-functional coordination across diverse sectors, including education, facilities management, and financial services. Expertise in optimizing workflows and implementing digital systems enhances team performance through effective communication, comprehensive training, and structured processes. Proven ability to manage complex documentation and coordinate high-stakes projects while providing exceptional support to clients in sensitive or time-critical situations. Recognized for strong relationship-building skills, exceptional organizational abilities, and a steadfast commitment to accuracy, efficiency, and service excellence.
Overview
18
18
years of professional experience
Work History
Senior Branch Office Administrator
Edward Jones
08.2021 - 01.2026
- Designed and implemented new operational workflows, digitized legacy processes, and introduced automation tools that improved accuracy, efficiency, and data tracking.
- Led cross‑functional coordination for complex asset and estate distributions, resolving transfer barriers and ensuring precise execution across legal, operational, and external stakeholders.
- Delivered front‑line client service while managing onboarding, documentation, scheduling, record maintenance, and issue resolution with discretion and compliance.
- Guided clients and families through sensitive, high‑stress situations, ensuring clear communication, timely processing, and professional handling of confidential information.
- Authored internal SOPs and served as a regional resource for peer training, improving consistency, efficiency, and team skill development.
- Planned and executed client events and engagement initiatives, managing logistics, vendors, budgets, and on‑site coordination while adapting quickly to challenges.
Zone B Maintenance Supervisor/Athletics Maintenance Supervisor
SSC Service Solutions – Texas A&M University
01.2019 - 08.2021
- Implemented productivity strategies that reduced 30‑day aging work orders from 47% to 10% and cut total open work orders from 244 to 40 by reactivating stalled requests and improving workflow efficiency.
- Trained technicians in customer service, communication, documentation standards, workflow management, and prioritization, providing ongoing coaching to strengthen performance and consistency.
- Oversaw daily operations for more than 100 buildings across Zone B and Athletics, managing 27 technicians, coordinating schedules, and ensuring timely completion of high‑priority work.
- Conducted daily audits of technician queues and aging work orders, ensuring issues progressed efficiently while maintaining clear communication with customers, building proctors, and operations managers.
- Coordinated contractor‑led maintenance and repairs—including major piping restoration after the 2021 winter storm—by securing estimates, overseeing work, managing purchase requests, and maintaining vendor relationships.
- Led implementation and training for digital systems, including time‑off workflows, maintenance platforms, and communication tools, leveraging technology such as SmartSheet, AiM, and Microsoft Office to improve collaboration and operational visibility.
Senior Maintenance Coordinator – Trades
SSC Service Solutions – Texas A&M University
02.2018 - 01.2019
- Created and implemented an all‑digital time‑off request system, secured HR approval, and trained multiple departments, improving efficiency and eliminating paper‑based processes.
- Dispatched and coordinated campus‑wide work requests for more than 70 technicians, ensuring timely routing, progress tracking, and clear communication with campus personnel.
- Supported supervisors and operations leadership by preparing estimates, organizing project documentation, managing purchase requests, reconciling vendor payments, and maintaining credit card records.
- Developed systems to audit aging work orders, restart stalled requests, and streamline processes for shop cleanup, tool and supply requests, call‑out reports, and estimates.
- Trained new maintenance coordinators and provided ongoing support across departments, while maintaining and renewing licenses and continuing education requirements for multiple skilled trades.
Office/Project Manager
JBG Plumbing
07.2016 - 01.2018
- Implemented an all‑digital system for commercial scheduling, project sheets, service dispatching, and purchase orders, and created organized filing systems for past and current project documentation.
- Collaborated with executives, project managers, and general contractors to support project success, including producing plumbing fixture submittals, Operations & Maintenance manuals, and full close‑out packages.
- Managed large commercial fixture orders from preparation through approval, purchasing, and quality checks to ensure accuracy and timely delivery.
- Reviewed and approved incoming contracts, processed new‑hire documents, handled employee insurance, and supported accounting functions such as invoicing, payroll, and vendor payments.
- Delivered high‑level customer service by phone and email, including managing after‑hours service calls, dispatching technicians, communicating with customers, invoicing, and collecting payments.
- Utilized QuickBooks, Microsoft Office, Outlook, and multi‑line phone systems to coordinate with contractors, colleagues, and clients while maintaining accurate administrative and operational records.
6-8 ELA Teacher
Navasota ISD/Bryan ISD
08.2007 - 05.2016
- Designed and delivered TEKS‑aligned lessons to support student mastery and academic growth.
- Monitored student progress through data analysis, observation, and ongoing formative assessments.
- Collaborated with parents, administrators, and colleagues to strengthen student performance and support individual needs.
- Implemented Whole Brain Teaching strategies to increase engagement and improve classroom participation.
- Taught Raising Healthy Children classes for adult learners in the community and sponsored Student Council from 2009–2014.
- Published the article “Ignite the Reading Spark in Young Adolescents” in AMLE Magazine, highlighting strategies to motivate and engage young adolescent readers.
Education
Bachelor of Arts - English
Texas A&M University
College Station, Texas12.2006
Skills
- Operations & Workflow Optimization
- Process Improvement & Standardization
- Project & Facilities Coordination
- Vendor & Contractor Management
- Client & Stakeholder Communication
- Training, Coaching & Team Support
- Digital Systems Implementation
- Data Tracking & Work Order Management
- Event Planning & Logistics
- Documentation, Reporting & SOP Development
- Customer Service & Issue Resolution
- Technology Proficiency: Salesforce, Microsoft Office, Google Workspace, Outlook, Jotform, Mentimeter
Accomplishments
- Qualified for and attended the Ignite Conference (2025)
- Customer Service Award recipient (2021–2025)
- Member of branch team recognized for Highest Client Satisfaction in the Region (2025)
- GEM Award Recipient (2018)
- Published author: “Ignite the Reading Spark in Young Adolescents,” AMLE Magazine (2016)
Timeline
Senior Branch Office Administrator
Edward Jones
08.2021 - 01.2026
Zone B Maintenance Supervisor/Athletics Maintenance Supervisor
SSC Service Solutions – Texas A&M University
01.2019 - 08.2021
Senior Maintenance Coordinator – Trades
SSC Service Solutions – Texas A&M University
02.2018 - 01.2019
Office/Project Manager
JBG Plumbing
07.2016 - 01.2018
6-8 ELA Teacher
Navasota ISD/Bryan ISD
08.2007 - 05.2016
Bachelor of Arts - English
Texas A&M University