XOCHI LUGO
Winter Park,FL
Summary
Dedicated Operations Manager dedicated to employing proven methods and cutting-edge technology to meet business performance expectations. Recognized for successful implementation of measures to cut costs, streamline operations and increase productivity. Detailed approach to maintaining high threshold for business operations.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Operations Manager
UPS
Longwood, FL
10.2016 - Current
- Supervised day-to-day workflow of employees in order to maximize productivity and maintain quality standards.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction remains at optimal levels.
- Monitored and improved efficiency of processes, team performance, and customer service.
- Ensured compliance with safety regulations and maintained a safe work environment for all personnel.
- Analyzed data from daily reports to identify trends in production performance metrics.
- Created detailed reports on the performance of individual departments within operations.
- Conducted regular reviews of existing policies and procedures for continuous improvement opportunities.
Staffing Specialist
PeopleReady
ORLANDO, FL
05.2021 - 08.2022
- Reviewed resumes, conducted phone screens, and managed candidate pipelines.
- Sourced and screened potential candidates for open positions.
- Explained job duties, compensation and benefits to potential candidates.
- Coordinated background checks on successful candidates prior to offer acceptance.
- Collaborated with hiring managers to understand position requirements.
- Provided ongoing support throughout the entire recruitment life cycle processes.
- Negotiated salaries and other employment terms with successful applicants.
- Maintained Applicant Tracking System records of all applicants.
- Conducted in-depth interviews with top candidates to assess skills and fit.
- Advertised and promoted open positions using social media and digital marketing procedures.
- Worked with senior leadership to develop comprehensive recruitment strategies for long-term implementation.
- Organized recruitment activities such as career fairs, campus visits.
- Created and maintained positive relationships with hiring managers and HR business partners.
- Ensured compliance with applicable laws and regulations regarding recruitment activities.
- Ensured adherence and compliance to U.S. EEO regulations and all employment legislation.
Customer Service Representative
Internal Revenue Service
Holbrook, NY
11.2011 - 04.2016
- Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions
- Recommended Payment options to customers, thoroughly explaining details
- Evaluated account and service histories to identify trends, using data to mitigate future issues
- Offered advice and assistance to customers, paying attention to special needs or wants
- Entered customer interaction details in customized software to track requests, document problems and record solutions offered
- Answered customer telephone calls promptly to avoid on-hold wait times.
Recruiter
Information Technology Gold
New York, NY
12.2009 - 01.2011
- Generated specific candidate pool for career opportunities through strategic placement of advertisements, evaluation of applicant credentials, and conducting initial interviews and pre-screening assessments
- Collaborated with hiring managers to develop and integrate workforce planning, analysis and solutions
- Operated and maintained applicant tracking and candidate management systems
- Scheduled and conducted 20-25 interviews each week
- Tracked candidates and pushed for feedback on disqualifications, time-to-fill statistics and other variables
- Verified applicant references and employment details
- Developed lists of qualified candidates for corporate hiring managers
- Pre-screened resumes prior to sending to corporate hiring managers for consideration.
Human Resources Assistant
Country Life Vitamins
Hauppauge, NY
01.2009 - 11.2009
- Managed employee exit interviews and paperwork
- Posted positions through approved recruitment channels
- Performed various administrative functions, including filing paperwork, delivering mail, sorting mail, office cleaning and time keeping
- Delivered friendly assistance with new hires throughout interviewing and hiring process
- Answered and directed over 100 outbound and inbound phone calls per day
- Assisted with meetings and presentations within company
- Prepared monthly, weekly and daily logs using Microsoft Office Suite
- Maintained and scheduled complex calendars.
Office Manager
Judy's Group INC
New York, NY
01.2006 - 01.2009
- Provided complete meeting support, including materials preparation and notes or minute taking
- Handled all incoming business and client requests for information
- Optimized organizational systems for payment collections, AP/AR, deposits and recordkeeping
- Arranged corporate and office conferences for company employees and guests
- Oversaw office inventory activities, including ordering and requisitions, stocking and shipment receiving
- Delivered expert clerical support by efficiently handling wide range of routine and special requirements
- Interacted with customers professionally by phone, email or in-person to provide information and directed to desired staff members
- Organized international and domestic travel arrangements for up to 10 staff members, including all transportation and hotel stays
- Sourced vendors for special project needs and negotiated contracts
- Created reports and presentations
- Handled new-hire orientation and basic recruiting tasks for best-in-class talent identification.
Recruiter
AppleOne Inc.
Melville, NY
01.2003 - 12.2005
- Developed and deepened relationships with college campus representatives to meet with graduating seniors for recruitment
- Evaluated strengths and weaknesses of candidates through effective screening processes
- Pre-screened resumes prior to sending to corporate hiring managers for consideration
- Developed lists of qualified candidates for corporate hiring managers
- Maintained in-depth understanding of finance industry trends and hiring desires
- Advised, coached and counseled managers and staff to support human resources policies, procedures, programs and labor relations
- Developed and employed light industrial, information technology and finance industry networks to acquire up-to-date and relevant applicant sources
- Used Boolean searches to develop applicant portfolios for expected openings
- Operated and maintained applicant tracking and candidate management systems
- Maintained filing system of current, prospective and future positions.
Technical Recruiter
Information Systems Resources
New York, NY
02.2002 - 11.2002
- Coordinated with IT team leaders to forecast hiring needs and department goals
- Sourced and selected applicants for technical positions within clients' company
- Maintained in-depth understanding of information technology trends and hiring desires
- Wrote and posted technical job descriptions
- Maintained work structure by updating job requirements and job descriptions for all positions
- Completed human resource operational requirements by scheduling and assigning employees
- Maintained and organized electronic files for applicants, including feedback created throughout interview process
- Reviewed applications for experience and fit with posted positions
- Prepared monthly, weekly and daily logs using Microsoft Office Suite
- Recruited and screened qualified potential employees
- Answered and directed 100+ outbound and inbound phone calls per day.
Staffing Coordinator
Essex Temporary Services
New York, NY
05.1998 - 01.2002
- Managed applicant tracking system (ATS) database by entering, updating and maintaining candidate contact details, resumes and supporting documentation
- Collaborated with human resources managers to determine department's short and long-term hiring needs
- Advertised job opportunities through attending college recruiting events and posting open positions in social media platforms, multiple job boards and various media outlets
- Maintained work structure by updating job requirements and job descriptions for all positions
- Completed human resource operational requirements by scheduling and assigning employees
- Improved organizational filing systems for confidential employee records, resulting in improved accessibility and efficiency
- Coordinated implementation of people-related services, policies and programs through departmental staff.
Education
Bachelor of Arts - Communication Studies
Berkeley College
06.2022
Skills
- Customer Retention
- Organizational Management
- Data Analysis
- Health and Safety Compliance
- Business Administration
- Interpersonal Communication
- Customer Relations Specialist
- Cross-Functional Collaboration
- Fluent in Spanish
- Maintaining Compliance
Certification
- Florida State Notary Public
References
References available upon request.
Timeline
Staffing Specialist
PeopleReady
05.2021 - 08.2022
Operations Manager
UPS
10.2016 - Current
Customer Service Representative
Internal Revenue Service
11.2011 - 04.2016
Recruiter
Information Technology Gold
12.2009 - 01.2011
Human Resources Assistant
Country Life Vitamins
01.2009 - 11.2009
Office Manager
Judy's Group INC
01.2006 - 01.2009
Recruiter
AppleOne Inc.
01.2003 - 12.2005
Technical Recruiter
Information Systems Resources
02.2002 - 11.2002
Staffing Coordinator
Essex Temporary Services
05.1998 - 01.2002
Bachelor of Arts - Communication Studies
Berkeley College
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