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
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
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
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
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
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