#ᴅʟᴘ_MICRODOT [{'title': 'Data Security Classification', 'text': 'Confidential'}]_END

Lea A. Colaluca

Smithfield, RI 02917 LinkedIn (401) -999-6634 ady668@r.postjobfree.com Manager

Multi award-winning manager, overseeing the day-to-day operations of the department and the team. Provide leadership and guidance to the team to ensure they are motivated, productive, and aligned with the company's goals, monitoring and evaluating their performance, conducting performance reviews, and addressing any performance issues. Ensure a high level of customer service and satisfaction in all interactions.

Skills

Team Leadership Performance Management Operational Efficiency Customer Service Process Improvement Collaboration Compliance

Experience

Capital One 02/2014 - Present

Unit Manager, 2017 - Present

Lead a dynamic team of 25 front line associates, managing, developing and motivating the team to exceed standards of customer service and experience.

● Provide continuous feedback and coaching to improve and maintain high quality customer experience, effectiveness and efficiency metrics.

● Won multiple awards including Helping Hands Winner, Floor Supervisor Associate Competency Award, Helping Hands Runner Up, Floor Supervisor Peer Competency Award and the ROAR Award.

● Manage business level metrics (pen rates, occupancy) to high efficiency standards.

● Share in the accountability for a business level function team (Logistics, quality, innovation, morale).

● Motivate and develop associates and help them achieve their career aspirations.

● Execute flawless management of projects assigned to units.

● Ensure timely administrative responsibilities of timecards, spreadsheets, team meetings, etc.

● Define and measure performance metrics (incentives, monthly scorecards, annual appraisal) and clearly communicate to the team of associates.

Floor Supervisor, 09/2015 - 2017

Supported Associates and customers through a Principle Based Servicing culture.

● Pursued solutions that exceed needs and expectations.

● Drove exceptional customer experiences, metric goals comprehension and achievement and call scoring results through coaching and development.

● Took calculated risks and challenged the status quo by socializing everything that added value.

● Maintained regulatory compliance expertise and promoted mitigating risk through web-based training. Risk Coordinator, 02/2014 - 09/2015

Managed inbound and outbound collection calls and Performed account level research.

● Overcome customer objections about making payments and educate them on their account.

● Advocated for customers by probing to understand the underlying need of each customer and provide an appropriate solution to their needs.

● Adhered to all company regulations, policies and procedures Vintage Park at San Martin Memory Care 03/2010 - 07/2013 Activities Director

Prepared an ongoing program of activities designed to meet the interests and physical, mental and psychosocial well-being of each individual resident, in accordance with the comprehensive assessment.

● Organized professional and community marketing events.

● Facilitated monthly support groups.

● Organized and maintained a volunteer program.

● Provided recreational events, rewarding opportunities for the staff and facility.

● Maintained and properly documented a monthly budget and expense report.

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Education

Medical Assistant Certification, Kaplan College, Las Vegas, NV Volunteer Opportunities

Child Haven Alzheimer's Association Cleveland Clinic Dynamic Music CreekSide Hospice 3 Square Boys & Girls Club of Nevada Ronald McDonald Organization