Nicole Lovett
Coconut Creek,FL
Summary
With a proven track record at USPS, I excel in operations management and team leadership, enhancing customer satisfaction and streamlining financial strategies. My expertise in conflict resolution and financial management has consistently driven team productivity and operational efficiency, achieving significant improvements in service delivery and cost reduction.
Overview
28
28
years of professional experience
Work History
Manager Customer Service Operations
USPS
Fort Lauderdale , FL
08.2016 - Current
- Facilitated team meetings and workshops to foster collaboration and share best practices.
- Managed annual budgeting and forecasting, optimizing resource allocation.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Reviewed completed work to verify consistency, quality, and conformance.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Analyzed customer feedback data to develop action plans for improving services offered.
- Provided leadership during times of organizational change or crisis situations.
- Recruited and hired qualified candidates to fill open positions.
- Assigned work and monitored performance of project personnel.
- Enforced customer service standards and resolved customer problems to uphold quality service.
- Enhanced customer satisfaction through the development of a customer service excellence program.
- Resolved customer complaints and issues promptly, maintaining a positive brand image.
- Resolved conflicts between employees by providing guidance on company policies and procedures.
- Led a team of 689 employees, ensuring high productivity and excellent customer service.
- Scheduled interviews for potential candidates and conducted reference checks prior to hire.
- Established and monitored KPIs to evaluate performance and identify areas for improvement.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Delegated work to staff, setting priorities and goals.
- Conducted performance evaluations, providing feedback and coaching for team development.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Developed and implemented strategic plans to achieve company objectives.
- Assessed team member's skillsets and assigned tasks accordingly for optimal efficiency.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Led team meetings and one-on-one coaching sessions to continuously improve performance.
Senior Financial Aid Coordinator
ITT Technical Instittute
Davie, Florida
03.2010 - 07.2016
- Assessed feasibility of loan approval by reviewing financial histories, available credit and current employment.
- Gave workshop and other group presentations to inform students of options and educate on financial aid process.
- Approved or denied loan applications and explained reasoning behind decisions.
- Verified client financial information to determine creditworthiness and loan eligibility.
- Drafted communications to students concerning their financial aid awards or disbursement schedules.
- Participated in meetings with faculty committees that review appeals from students seeking additional funding assistance.
- Served as a primary contact for questions about loans, grants, scholarships, work-study programs, and tuition waivers from prospective students or their families.
- Monitored changes in federal and state laws or regulations affecting student financial aid programs.
- Identified valuable solutions for customers with credit problems.
- Assisted with completion of documentation such as FAFSA paperwork, answered questions, and delivered key information.
- Researched discrepancies between institutional records and government databases regarding student information or loan data.
- Managed a team of Financial Aid Officers in providing guidance on award packaging, loan processing, and compliance regulations.
- Conducted training sessions on financial aid processes for new staff members.
Manager of Accounts and Finance
CitiFinancial Auto
Tamarac, FL
04.1997 - 05.2009
- Analyzed actual financial results to budget, preparing variance reporting to functional groups.
- Analyzed budget variances to identify potential cost savings opportunities.
- Conducted reviews and evaluations for cost-reduction opportunities.
- Developed and implemented financial strategies to maximize profits and reduce costs.
- Collaborated with executive management to develop presentations to recap company results.
- Maintained relationships with banks, investors and other stakeholders.
- Ensured timely payment of vendor invoices while maintaining proper documentation.
- Evaluated existing processes, identified areas of improvement, developed action plans, communicated changes, monitored progress, and reported outcomes to senior management.
- Checked payroll, vendor payments and other accounting disbursements for accuracy and compliance.
- Built financial models to allocate resources, forecast cash and investment needs and make capital budgeting decisions.
- Developed strategies for improving operational efficiencies through process automation and technology implementation initiatives.
Education
Master of Arts - Management
University of Phoenix
Tempe, AZ10-2021
Bachelor of Arts - Management
University of Phoenix
Tempe, AZ09-2019
Skills
- Marketing
- Work prioritization
- Lead generation
- Business administration
- Shift scheduling
- Team leadership
- Performance evaluations
- Decision-making
- Conflict resolution
- Innovation management
- Relationship building
- Coaching and mentoring
- Staff management
- Financial management
- Performance management
- Recruiting and interviewing
- Clear communication
- Strategic planning
- Operations management
- Safety procedures
- Staff training and development
- Schedule preparation
- Customer service
Affiliations
- Reading
- Dancing
- Cooking
- Fashion
Timeline
Manager Customer Service Operations
USPS
08.2016 - Current
Senior Financial Aid Coordinator
ITT Technical Instittute
03.2010 - 07.2016
Manager of Accounts and Finance
CitiFinancial Auto
04.1997 - 05.2009
Master of Arts - Management
University of Phoenix
Bachelor of Arts - Management
University of Phoenix
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