Lucila Serrato-Lager
San Jose,CA
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact student success.
Overview
27
27
years of professional experience
Work History
Associate Director, Operational and Technical
San Jose State University
San Jose, CA
02.2011 - Current
- Led teams of up to 7 personnel, supervising daily performance as well as training and improvement plans.
- Prioritized tasks and allocated resources appropriately to keep teams focused and productive.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Administer the distribution of over $400 million of federal, state and institutional aid
- Create processes for accurate reconciliation of funds
- Implement software upgrades in order to improve office efficiency
- Administered and completed yearly financial aid reporting for several entities such as Chancellors Office, Department of Education and California Student Aid Commission
- Work directly with auditors to ensure our processes are accurate and meeting all state, federal and institutional guidelines.
- Find technical solutions to reduce and eliminate manual processing
- Assure PeopleSoft system is set up correctly for the disbursement of funds and meeting compliance based on each specific fund
- Coordinate student efforts with Bursar's Office to ensure students receive accurate information and assistance
- Ensure year end financial aid accounts are reconciled with Department of Education and SJSU Accounting office
Operations Lead
San Jose State University
San Jose
02.2005 - 02.2011
- Enhanced team productivity by providing ongoing training and development opportunities.
- Managed and allocated staff and material resources to meet production goals.
- Fostered a positive work environment by promoting open communication, teamwork, and employee engagement.
- Provided exceptional customer service, resolving patient complaints promptly and professionally.
- Lead the work of 6 staff members and adjusted schedules accordingly.
Federal Work Study Coordinator
San Jose State University
San Jose
02.2003 - 02.2005
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and company alike.
- Coordinated over one million dollars of Federal Work Study funds
- Organized Federal Work Study job fair for students and employers
- Communicated with employers regarding departmental allocations and student expenditures
Business Manager / Loan Default Specialist
Heald College
Milpitas, CA
01.1998 - 01.2002
- Contacted students, parents and references in repayment of loans
- Responsible for student delinquent accounts
- Reconciled federal loans monthly
- Reconcile daily cash and credit transactions
Education
Bachelor of Arts - Business Administration
Menlo College
Atherton, CA05.2020
Associate of Arts - Accounting
Heald College
San Jose, CA05.1997
Skills
- Project Management
- Strategic leadership
- Analytical Thinking
- Coaching and Mentoring
- Decision-Making
- Team Collaboration and Leadership
- MS Office
- Process Improvement
- Technical Proficiency
Languages
Spanish
Native or Bilingual
Timeline
Associate Director, Operational and Technical
San Jose State University
02.2011 - Current
Operations Lead
San Jose State University
02.2005 - 02.2011
Federal Work Study Coordinator
San Jose State University
02.2003 - 02.2005
Business Manager / Loan Default Specialist
Heald College
01.1998 - 01.2002
Bachelor of Arts - Business Administration
Menlo College
Associate of Arts - Accounting
Heald College