NIA Nelson
PORTLAND,OR
Summary
Organized Operations Lead with more than 5 years of experience guiding crucial systems and workforce effectiveness measures. Detailed approach to planning and maintaining operations, recommending change and overseeing day-to-day employee coordination and communication. Resourceful knowledge of intricate government and company mandates to maintain work environment safety and efficiency. Choreographs all aspects of operations planning, launch assessment and management for optimal cost balance and CRM.
Overview
12
12
years of professional experience
Work History
Office Specialist 2
Oregon Health Authority
07.2023 - Current
- Optimized scheduling and appointment coordination, ensuring smooth daily operations for all team members.
- Demonstrated adaptability by quickly learning new software programs and office tools as required, continuously improving skill set.
- Handled incoming calls professionally, routing callers appropriately or taking detailed messages when necessary.
- Reduced errors in data entry tasks by meticulously reviewing documents and cross-referencing information.
- Provided exceptional support during peak periods, regularly prioritizing tasks based on urgency while maintaining attention to detail.
Operations Lead
Lyft Hub
04.2021 - 07.2023
- Assist drivers with onboarding, pay discrepancy, ride issues, compliance issues
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities
- Coached sales associates in product specifications, sales, incentives and selling techniques, significantly increasing customer satisfaction ratings.
Assistant Manager
Releaf Health Dispensary
01.2021 - 03.2023
- Coached sales associates in product specifications, sales, incentives and selling techniques, significantly increasing customer satisfaction ratings
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities
- Interviewed, hired and trained staff associates and equipped to comply with company policies procedures
- Processed payments for credit and debit cards and returned proper change for cash transactions
- Conducted weekly staff meetings to motivate staff members, address concerns and questions, plan improvements, and evaluate progress toward goals.
Customer Service Representative
Kindercare Learning Center
01.2021 - 02.2022
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Provided primary customer support to internal and external customers
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions
- Responded to customer requests for product, services and company information
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
Ticket Agent
American Airlines/United Airlines
01.2020 - 06.2021
- Processed order transactions and provided customers with detailed itineraries, tickets and receipts
- Input customer reservations, payment sources and contact details into Sabre system
- Directed passengers to correct loading gates or areas for departures and connections
- Provided schedule, routing and fare information to assist customers with ticket purchases
- Responded to customer inquiries, reported complaints related to services or accommodations and promptly addressed issues.
Vault Coordinator
U.S. Bank Cash Vault
12.2016 - 05.2020
- Daily functions are to separate and process cash and check deposits, made sure all end of day accounts balanced including vault
- Provided high level of customer service through friendly approach, strong professionalism and timely assistance with customer transactions
- Enthusiastically greeted customers and offered dedicated service during entire transaction, improving bank satisfaction ratings
- Executed customer transactions, including deposits, withdrawals, money orders and checks.
Customer Service Representative
Arvest Central Mortgage Company
01.2015 - 12.2016
- Assisted customers with questions about their mortgage to help them better understand increases or decreases in their monthly payments
- Provided exceptional customer service to each customer I communicated with to make them feel comfortable and heard while expressing their concerns about their mortgage payments
- Received and submitted customer payments to further reduce open account balances
- Assessed individual client situations and made targeted recommendations for products and services to resolve specific situations
- Answered over 50-100 customer communications per day via telephone, email and web chat.
Customer Service Specialist Head Cashier
Academy Sports & Outdoors
04.2015 - 04.2016
- Restocked, arranged and organized merchandise in front lanes to drive product sales
- Counted cash in register drawer at beginning and end of shift
- Monitored self-checkout systems and provided assistance or intervention where required
- Set up new sales displays each month
- Used POS system to enter orders, process payments, and issue receipts
- Maintained current knowledge of store promotions and highlighted sales to customers.
Sales Associate/Cashier
Walmart
07.2012 - 01.2015
- To provide each customer with assistance in all in-store and on-line access to the merchandise available
- Process and organize merchandise in preparation of the sale floor
- Promote in-store credit and promote all promotions for the advancement of the company
- Helped customers complete purchases, locate items and join reward programs to promote loyalty, satisfaction and sales numbers
- Restocked, arranged and organized merchandise in front lanes to drive product sales.
Education
BACHELOR OF BUSINESS ADMINISTRATION - Finance
University of Central Arkansas
CONWAY, ARASSOCIATE OF ARTS - Finance
Pulaski Technical College
COSMETOLOGY LICENSE - Cosmetology
Velvatex College of Beauty Culture
LITTLE ROCK, ARSkills
Operational Efficiency
Motivational Attitude
Scheduling Coordination
Workforce Management
Timeline
Office Specialist 2
Oregon Health Authority
07.2023 - Current
Operations Lead
Lyft Hub
04.2021 - 07.2023
Customer Service Representative
Kindercare Learning Center
01.2021 - 02.2022
Assistant Manager
Releaf Health Dispensary
01.2021 - 03.2023
Ticket Agent
American Airlines/United Airlines
01.2020 - 06.2021
Vault Coordinator
U.S. Bank Cash Vault
12.2016 - 05.2020
Customer Service Specialist Head Cashier
Academy Sports & Outdoors
04.2015 - 04.2016
Customer Service Representative
Arvest Central Mortgage Company
01.2015 - 12.2016
Sales Associate/Cashier
Walmart
07.2012 - 01.2015
ASSOCIATE OF ARTS - Finance
Pulaski Technical College
COSMETOLOGY LICENSE - Cosmetology
Velvatex College of Beauty Culture
BACHELOR OF BUSINESS ADMINISTRATION - Finance
University of Central Arkansas