Lolita Ockletree
Atlanta,GA
Summary
Highly motivated professional with over 20 years of entrepreneurial and management experience. Skillfully creates and maintains professional and loyal relationships with co-workers, staff and clients while managing administrative and sales employees. Comfortable working independently as manager and leader and as collaborative team member. Applies business acumen and experience and exercises decisive judgment to meet and exceed organizational goals.
I’m a Hardworking employee with Excellent Customer Service Skills and multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.
Hardworking and reliable Customer Service Manager with a strong ability in Problem Solving. Highly organized, proactive and punctual with team-oriented mentality.
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
27
27
years of professional experience
Work History
Retail Store Owner
L’Creates LLC
Atlanta, GA
01.2009 - Current
- Improved function of workflow and work load.
- Developed team leaders and managers from within to offer employees career development opportunities.
- Performed troubleshooting and diagnostic procedures to locate source of malfunctions.
- Researched industry trends to stay current on market changes.
- Determined marketing strategies by studying advertisements, display plans and sale promotions.
- Resolved issues quickly through meticulous research and quick decision-making.
- Conferred with customers to understand needs and finalize purchase orders.
- Controlled shrinkage and product loss with effective monitoring and inventory management systems.
- Developed and implemented marketing strategies to increase sales.
- Assisted with product development to create new items for the store.
- Established policies regarding pricing, promotions, refunds, returns.
- Maintained inventory and approved contracts to ensure availability of products for customers.
- Reconciled daily sales, prepared bank deposits and assessed financial transaction reports.
- Kept records for production, inventory, income, and expenses.
- Trained employees according to specifics of role and company values.
- Handled customer inquiries, complaints, and returns professionally.
- Prepared staff work schedules and assigned team members to specific duties.
- Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
- Developed relationships with vendors in order to negotiate lower prices on goods.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
Correctional Officer
Roger State Prison
Reidsville, GA
07.2007 - 01.2009
- Assisted in training new Correctional Officers in proper safety protocols and techniques for dealing with difficult situations.
- Inspected locks, window bars, doors, and security systems to support escape prevention.
- Transported inmates to and from medical and dental appointments, funerals, work details and court hearings.
- Maintained order in the prison by monitoring inmate behavior and intervening when necessary.
- Performed head counts, checking cells for missing inmates.
- Served meals and dispensed medications to inmates.
- Employed de-escalation techniques, verbal commands and physical and mechanical restraints to address unruly inmates.
- Took prisoners into custody and escorted to locations within and outside facility.
- Inspected cells and conducted random searches of common areas.
- Supervised offender work assignments and evaluated performance for compliance with standard regulations.
- Enforced prison rules and regulations while maintaining a safe environment for inmates and staff.
- Conducted regular cell inspections looking for evidence of drug use or other prohibited items that could pose a threat to security.
- Observed inmate behavior to prevent crime, escape attempts and other dangerous activities.
- Used appropriate means to discipline prisoners.
- Maintained clear and open communications with facility areas to support safe operations.
- Instructed inmates on work detail and oversaw work-site transportation.
- Informed inmates and visitors of rules, safety and security procedures and responsibilities.
- Reported on quality of inmate work and violations committed by prisoners.
- Performed security checks on visitors entering the facility as well as on packages being delivered to inmates.
- Interacted with inmates in an effort to reduce tension between them and maintain a peaceful atmosphere within the facility.
- Applied non-violent response tools and physical restraint during problematic situations.
- Conducted searches of inmates, cells, and prison grounds to detect contraband or illegal activities.
- Transported prisoners between facilities or court hearings using secure vehicles equipped with restraints.
- Transported inmates to court, doctor appointments and work sites.
- Responded to emergency situations such as riots or disturbances with appropriate force measures.
- Monitored conduct of prisoners in housing unit or during work or recreational activities to prevent escape or violence.
- Oversaw public areas and grounds to verify cleanliness and inmate safety.
- Prepared detailed reports documenting all relevant information related to daily operations at the correctional facility.
- Guarded facility entrances to screen visitors.
- Supervised inmates during day-to-day activities.
- Detected potential threats and quickly defused conflicts.
- Directed visitor sign-in, documenting processes and completing appropriate visitation logs.
- Supervised prisoners during meals, recreation time, work assignments, medical visits, court appearances, and other activities.
- Provided supervisors oral and written reports of work performed by inmates, inmate disturbances and rule violations.
- Enforced resident behavior management protocols and drafted incident reports for infractions.
- Supervised residents during meal distribution and intake, recreation time and work-site performance.
- Monitored daily activities to identify and manage suspicious behavior, improper conduct and signs of conflict.
- Understood and followed oral and written directions.
Office Manager
Dept of Drivers Services
Reidsville, GA
07.1997 - 07.2007
- Provided administrative support to management team including preparing reports and presentations.
- Ensured compliance with applicable laws regarding employment practices.
- Produced thorough, accurate and timely reports of project activities.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Used judgment and initiative in handling confidential matters and requests.
- Tracked invoices and payments to ensure accuracy of accounts receivable and payable information.
- Processed payroll accurately ensuring all employees were paid on time.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Provided training to new hires on office policies and procedures.
- Monitored payments due from clients and promptly contacted clients with past due payments.
- Reviewed contracts for accuracy prior to signing off on behalf of the company.
- Assigned work and monitored performance of project personnel.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Ordered supplies and equipment to maintain adequate inventory levels.
- Coordinated office activities and operations to secure efficiency and compliance with company policies.
- Organized company events including holiday parties, team building activities .
- Coded and entered daily invoices with in-house accounting software.
- Proposed or approved modifications to project plans.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Analyzed business performance data and forecasted business results for upper management.
- Created spreadsheets in Excel to track data such as vacation requests, sick days .
- Answered phone calls, responded to emails, routed mail and coordinated courier services.
- Interpreted and communicated work procedures and company policies to staff.
- Resolved customer inquiries in a timely manner while maintaining positive relationships with clients.
- Elevated customer satisfaction ratings by promptly resolving client and case issues.
- Sustained office efficiency by implementing and planning office systems, equipment procurement and layouts.
- Administered payroll and maintained proper documentation of employee personnel.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Trained and mentored administrative staff members in company policies, daily task execution and industry best practices.
- Delegated work to staff, setting priorities and goals.
- Prepared agendas for board meetings along with taking minutes during sessions.
- Performed general bookkeeping duties such as reconciling bank statements and creating journal entries.
- Handled scheduling and managed timely and effective allocation of resources and calendars.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Managed, scheduled and coordinated office functions and activities for employees.
- Developed and implemented office policies and procedures.
- Implemented and maintained company protocols to facilitate smooth daily activities.
- Managed office inventory and placed new supply orders.
- Supervised staff members, organized schedules and delegated tasks.
- Maintained filing system for records, correspondence and other documents.
- Managed front desk operations including greeting visitors, answering questions or directing them to appropriate personnel.
- Reviewed completed work to verify consistency, quality and conformance.
- Reviewed files and records to obtain information and respond to requests.
- Maintained impeccable office organization to support efficiency, professionalism and performance objectives.
- Worked with cross-functional teams to achieve goals.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Understood and followed oral and written directions.
- Identified needs of customers promptly and efficiently.
- Completed day-to-day duties accurately and efficiently.
- Recognized by management for providing exceptional customer service.
- Planned and completed group projects, working smoothly with others.
- Collaborated with others to discuss new opportunities.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Leveraged [Software] skills to input and compile data gathered from various sources.
- Maintained updated knowledge through continuing education and advanced training.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Maintained open communication with team members and stakeholders, resulting in successful project outcomes.
- Answered [Number] calls per shift to assist with customer questions and concerns.
Education
Master Cosmetologist -
Southeastern Technical College
Vidalia, GA09-1996
IT - Computer And Information Sciences
Southeastern Technical College
Vidalia, GA02-1995
High School Diploma -
Bridgeton High School
Bridgeton, NJ06-1982
Some College (No Degree) - Human Resources Management
AIU
Skills
- Business Development
- Customer Service
- Financial Management
- Quality Assurance
- Resources Allocation
- Regulatory Compliance
- Contract Management
- Employee Training
- Employee Development
- Staff Management
- Strategic Planning
- Business Administration
- Sales Oversight
- Negotiation
- Process Improvement
- Operations Management
- Staff Hiring
- Driven and Determined
- Budget Control
- Cost Control and Budgeting
- Negotiation and Persuasion
- Performance Improvement
- Policies and Procedures Development
- Purchasing and Planning
- Issue Resolution
- Work Planning and Prioritization
- Incident Response
- Change Management
- Task Delegation
- Relationship Building
- Trends Analysis
- Coaching and Mentoring
- Strategic Decision-Making
- Cost Analysis and Savings
- Vendor Relationship Management
- Public Speaking
- Customer Relations
- Attention to Detail
- Consulting
- Bookkeeping
- Team Collaboration and Leadership
- Strategic planning
- Operations management
- Business planning
- Business administration
- Staff training/development
- Relationship building
- Coaching and mentoring
- Recruitment
- Effective leader
- Scheduling
- Employee reviews
- Inventory management
- Employee scheduling
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Far and away the best prize that life offers is the chance to work hard at work worth doing.
Theodore Roosevelt
Timeline
Retail Store Owner
L’Creates LLC
01.2009 - Current
Correctional Officer
Roger State Prison
07.2007 - 01.2009
Office Manager
Dept of Drivers Services
07.1997 - 07.2007
Master Cosmetologist -
Southeastern Technical College
IT - Computer And Information Sciences
Southeastern Technical College
High School Diploma -
Bridgeton High School
Some College (No Degree) - Human Resources Management
AIU