Nicolina Page

[Remote - Contract Ended]

• Led a team of 6 to 9 professionals to achieve project goals within Microsoft expected SLA.
• Evaluated team member performance and productivity, provided feedback and implemented corrective actions.
• Coordinated cross-functional teams, fostering collaboration and ensuring timely completion of projects.
• Created, compiled and organized comprehensive training materials designed specifically to enable seamless onboarding of new team members and maintain consistency in operational standards.
• Managed escalations by providing clarity around the ECIF compliance process and policy, actionable items and next steps.
• Tracked skill development for new employees through analyzing their error rates, escalations and adherence to SLAs.
• Analyzed department metrics and performance and reported findings to management.
• Streamlined workflow processes, resulting in improved overall team efficiency and effectiveness.
• Developed and implemented new procedures to optimize operational performance and decrease error rates.
• Cultivated positive relationships with vendors and internal stakeholders to deliver timely supply of services.
• Educated vendors and internal stakeholders on ECIF policy and procedure to expedite project movement.

• Troubleshot and diagnosed problems to accurately resolve a wide range of technical issues.
• Served as a key point of contact for end-users experiencing technical difficulties, providing clear communication throughout the resolution process.
• Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
• Used ticketing systems to manage and process support actions and requests.
• Reduced response time for support requests by prioritizing tasks and managing workload effectively.
• Provided exceptional customer service by addressing concerns promptly and professionally, resulting in increased customer satisfaction ratings.
• Collaborated with supervisors to escalate and address customer inquiries or technical issues.

• Enhanced compliance by conducting thorough assessment of provided supporting documents and vendor and customer information.
• Monitored project adherence to Microsoft ECIF policy, ensuring timely reporting of any discrepancies or violations.
• Served as a subject matter expert on compliance matters, providing guidance and support to colleagues across various departments.
• Conducted regular reviews of company policies and procedures for alignment with regulatory requirements and industry best practices.
• Reviewed contracts and agreements for adherence to policy requirements, reducing potential liability exposure for Microsoft.
• Reviewed contracts and agreements for accuracy, resulting in a 5% decrease in overall team error rate.
• Gathered, organized and input information into the OneAsk CRM.
• Responded promptly to inquiries from regulators or other stakeholders regarding company practices, demonstrating transparency and commitment to ethical conduct at all times.
• Prepared documentation and records for upcoming audits and inspections.
• Identified gaps in existing compliance processes and recommended updates.
• Maintained composure in stressful situations and confrontations.
• Communicated to violators infractions and / or penalties.

• Organized and managed unit development from conception through successful execution.
• Designed and delivered clear and concise STEAM programming, ensuring participants grasped key concepts effectively.
• Led stimulating group discussions to encourage deeper understanding of program topics and foster critical thinking skills.
• Tailored presentation styles to accommodate diverse learner preferences, resulting in greater participant satisfaction rates.
• Promoted a positive learning environment by maintaining an organized and well-structured session space for all attendees.
• Collaborated with other program coordinators to achieve consistency in program objectives and services.
• Mentored junior facilitators on best practices for effective content delivery techniques and audience engagement tactics.
• Analyzed team performance and identified opportunities for cross-training.
• Identified and recommended staff for key positions and departments.
• Developed partnerships with parents, businesses and organizations to build awareness, increase support and share resources.

• Researched new products, tools and authors based on cultural integrity and quality content.
• Purged irrelevant and outdated literacy materials to create space for new, relevant products.
• Oversaw daily operations of the department, ensuring smooth workflow and adherence to deadlines.
• Collaborated with other departments to improve interdepartmental communication, enhancing overall organizational effectiveness.
• Mentored new hires, providing guidance on company policies and procedures as well as job-specific tasks.
• Evaluated customer needs and feedback to drive product and service improvements.

• Optimized training schedules to suit the availability of employees while ensuring minimal disruption to daily operations.
• Cross-trained new and current staff to increase scheduling flexibility.
• 1 of 3 site employees to participate in the Madison, WI store opening for the purpose of creating curricula, training new staff and organizing and developing teams.
• Evaluated trainee progress through assessments, refining course content as needed for maximum effectiveness.
• Introduced innovative gamification strategies into training sessions, making learning more enjoyable while reinforcing key concepts.
• Boosted trainee engagement with interactive training sessions that included role-plays, simulations, and group activities.
• Increased employee retention rates by providing ongoing support and mentorship to new hires during their onboarding process.
• Managed a team of trainers, effectively delegating tasks and monitoring performance to maintain high-quality training delivery.
• Motivated 40+ trainees and associates by demonstrating positive attitude to improve productivity.
• Proctored and evaluated 5 tests and provided management with results.

• Designed, implemented and maintained the donor scheduling website.
• Increased the ratio of donor scheduling to walk-ins from 20% scheduling to 65% scheduling.
• Increased donor retention by maintaining regular communication and providing personalized updates on the impact of their contributions.
• Curated articles and recipes to educate donors on ways to remain healthy, ensuring viable donations.
• Managed the donor database to ensure accurate record-keeping.
• Enhanced donor stewardship practices by implementing a tiered reward system.