Nico S. Email & Phone Number

Philadelphia, PA, US

Director of the Board of Employee Resources for NAF PRIDE: an initiative founded upon inclusivity, empowerment, and equality.

United States

• Quickly identified and addressed key areas of improvement and rapidly met goals following Six Sigma strategies for organizational improvement
• Partnered with colleagues and leaders to assist with projects and tasks, including manual Black Knight processes, focused campaigns, and new hire training
• Recognized as a Subject Matter Expert and asked to beta test new technology and scripting as well as leading new hires in training and development
• Worked with the Homeowner’s Assistance Fund team to shield borrowers in crisis and help them receive assistance to avoid foreclosure and save their homes during and post COVID-19 Pandemic.
• Actively engaged with leadership to share opportunities for operational improvement and better user outcomes
• Consistently track with top marks in quality and performance to exceed expectations and improve outcomes

United States

Corporate training professional working in multiple languages and assisting to develop, motivate, and empower internal stakeholders across a broad spectrum of disciplines and departments to exceed servicing expectations and create positive, lasting change.

Bilingual mortgage servicing professional, working to contribute in a variety of teams such as single point of contact (SPOC), collections, counseling, escalations, servicing, and research in Spanish and English on the bilingual team.

• Manage all processes, inventory, and procedures of the store
• Manage, coach, and develop staff
• Coordinate with each department manager and general manager to execute weekly, monthly, and seasonally assigned goals, planograms, and audits from corporate
• Maintain accurate pricing and update as necessary
• Process all online orders, returns, and purchase orders as they arrive
• Cash management, including balancing the safe, ordering change, and preparing/closing each register

• Ensured each guest received “Fast, Fun, and Friendly” service
• Managed, coached, and developed all front line staff including guest services and all lanes each shift
• Managed all deposits and registers in the store, including Starbucks, Pharmacy, Electronics, and Optical, in addition to all lanes, Self Check Out, and Guest Services
• Made the deposit and re-banked all registers at closing
• Managed return to stock, processed defective items, and filed stolen items with assets protection
• Worked with teammates to maximize year-over-year profits and comps by providing fast checkout service

• Educated staff about wines at regular staff meetings
• Developed special event cocktail recipes
• Served clientele with white glove service while encouraging them to learn more about wine
• Maintained detailed knowledge about possible food allergens and ingredients for guest safety

Philadelphia, Pennsylvania

• Developed and led diverse team in multiple stores to exceed customer expectations
• Increased sales by 10% while managing inventory and purchasing of prepared and packaged foods
• Improved NPS (net promoter score) from a 70% to 94% within the span of one calendar month through innovative approaches to customer service and thoughtful training of staff
• Voted Partner of the Quarter within first 6 months of employment by store staff
• Led all inventory management both creating and receiving every order for all store purchases and quarterly counts
• Managed food system to project how much food and coffee to purchase to drive sales every week

Greater Philadelphia Area

• Consultant for various companies in need of copywriting, content management, and production

3535 Walnut St. Denver, Colorado 80205

• Contributed op-ed pieces for publication
• Collaborated with Editor to organize and execute interviews

1701 John F Kennedy Blvd. Philadelphia, PA 19103

• Launched the first-ever Hispanic-specific newsletter for the department which performed at 105% the rate of the general market newsletter on its first distribution
• Curated compelling content for inclusion in the general market newsletter's Latino module and Latino-relevant mainstream programming for use in the newly launched Latino newsletter
• Assisted Sr. Product Managers with stunt development and execution
• Maintained and analyzed detailed Rentrak reports for performance measurements and projections
• Coordinated with appropriate stakeholders to execute large-scale initiatives and symphony projects
• Acted as key liaison with internal stakeholders and network partners for the purposes of:--------Creative asset acquisition--------Programming schedule maintenance and organization--------Special stunt.

1 Mortgage Way, Mount Laurel, NJ 08054

• April 2013 – December 2013 (Layoff)
• Identified clients’ needs and matched them with programs that would most benefit them while meeting lenders’ guidelines
• Maintained perfect customer service scores and regularly exceeded client expectations
• Maintained composure in a dynamic, high stress, and fast-paced service environment
• Guided clients through the complex process of loan modification and served as a customer advocate while ensuring clients successfully acquired their loan
• Acted as reference and resource for loan officers assisting international clients (Spanish, French)

1123 Zonolite Road, Suite 7B Atlanta, GA 30306

• Improved marketability of the publication and better addressed the interests of our core demographic/key customer base resulting in a 15% increase in readership by the 4th quarter of 2013
• Built relationships and managed contracts with key advertising clients including companies (e.g. Diageo, Bottega Veneta), local businesses (e.g. premium restaurants, museums, etc), and non-profit organizations
• Co-planned, coordinated, and executed quarterly promotional events for the magazine
• Acted as the go-to representative of the brand at community events
• Reviewed restaurants, local establishments, and cultural events regularly
• Rebranded columns (i.e. nightlife guide “Fenuxe Ultra” became “Fenuxe After Dark”) and developed new columns (i.e. “What does your [blank] say about you?”)

2793 Hardman Court, Atlanta GA 30305

• Improved client service by streamlining processes and standardizing protocols
• Enhance productivity of office personnel by absorbing various administrative tasks as well as restructuring the work environment to enable more efficient workflow
• Maintained a welcoming and upscale client experience through owning the customer experience, improving décor, and offering VIP treatment at events as well as the office
• Organized firm events for both the Federal Bar Association and the general public
• Represented the firm at various networking events as well as planning, organizing and evaluating all aspects of firm representation online (website and social media)

2750 Buford Highway NE, Atlanta GA 30324

• Supported multiple executives including the Consul, Vice Consul, Fiscal Officer, and the heads of the Passport and Civil Registration Departments
• Maintained calendar including special cultural events
• Made travel arrangements for Mobile Consulates – events included travel to other states in the jurisdiction to improve Consular access to the local Guatemalan Community
• Created and maintained expense reports for Fiscal Officer
• Created and verified sensitive government documents such as passports and birth certificates
• Maintained archive files from 2008 to the present and assisted in their shipment to Guatemala

Kennesaw, GA

• Supported multiple executives on two research teams (Multinational 2007-11, Cobb County GA 2010-11)
• Heavy calendaring with extreme flexibility to accommodate circumstance
• Helped to make both domestic and international travel arrangements for the entire research team as well as helping to mitigate travel arrangements in various unexpected circumstances – including safely escaping.
• Assisted with management of the team of student researchers over the course of the studyo Lead contact for on-boarding and paperwork guidanceo Responsible for managing research materials and ensuring students met.
• Created and managed expense reports for funds used during research using Excel
• Extensive PowerPoint Presentation creation and presentation

Kennesaw, GA

• Acted as guest lecturer about the LGBTQ experience in multiple countries for FL 2209; “World Languages and Cultures” classes per instructor’s requests, lecturing and moderating discussions over the duration of that class

Ath, Belgium

Worked as an intern translating the website for a UNESCO and EDEN recognized museum from French to English. During this time I also acted as tour guide and helped with PR initiatives in the community, further enhancing my French language skills.

Kennesaw, GA

Worked as a student assistant in the Student Recreation & Wellness Center as a gym attendant and personal trainer to professors at the Staff Gymnasium in the KSU Center.

Bachelor Of Arts, Modern Languages & Cultures

Activities and Societies: • LINK 3 Year Ethical Leadership Program Certification; Traveled to Ghana on a Global Leadership Initiative with.

Level One Sommelier, Wine Steward/Sommelier

Bachelor Of Arts, Geography

Activities and Societies: Delta Tau Delta, Spanish Honor Society, French Honor Society• Conducted cross-cultural research in 5 countries.

Certificate, Global Engagement With Distinction

Activities and Societies: ChoirThe Global Engagement Certification program recognized my achievement of valuable global learning in the.

Certificate Of Ethical Leadership, Leaders In Kennesaw (Link) Program

Activities and Societies: Chamber Chorus, Delta Tau Delta, Gospel Choir, Men's Choir,o Studied a variety of ethical leadership styles.