Nicole Gagliardi
Sanford
Summary
Experienced administrative and operations professional with a strong background in team leadership, customer service, and process optimization. Proven track record in managing large teams and improving KPI performance through ongoing coaching, while collaborating effectively with project leaders to ensure seamless execution of client deliverables. Expertise includes developing streamlined documentation systems, overseeing weekly performance reporting, and maintaining accurate records across complex projects. Holds an M.A. in Criminal Justice with a focus on Forensic Linguistics and a B.A. in Linguistics. A commitment to delivering high-quality work is complemented by strong organizational skills, professional communication, and proficiency in Microsoft Office and various reporting tools.
Overview
9
9
years of professional experience
Work History
Team Manager
Innodata
10.2023 - 02.2026
- Led cross-functional teams of 15+ people to enhance project delivery timelines and operational efficiency by provided coaching, mentoring, weekly feedback and training to improve their performance and upholding of Key Performance Indicators (KPIs) and issued Performance Improvement Plans (PIPs) and/or improvement glidepaths when necessary.
- Performed various administrative/clerical duties such as ensuring stringent online document organization and filing, approving PTO and ensuring these were communicated to other Team Managers on the project to always ensure adequate staffing.
- Kept meticulous documentation of the client’s project-related processes, employee information, and their respective project involvement and metrics tracking.
- Continuously worked with superiors and project leads to ensure smooth operation and delivery of project requirements and communicated regularly with project managers on the client side.
- Oversaw the curation of the Weekly Business Review presentation in which project performance was presented to the client weekly.
- Streamlined workflow processes, resulting in improved task completion rates and resource allocation.
Customer Service Assoc.
Hobby Lobby
09.2020 - 10.2023
- Served as primary point of contact for in-store customers and callers, addressing questions, resolving issues, and directing inquiries to the appropriate departments. Managed and escalated customer concerns while upholding company policies, maintained a clean and welcoming front-end environment, and communicated cashiering and policy updates to front end staff. Supported daily operations through clerical tasks such as handling register change, ordering supplies and merchandise weekly, managing memos and BOLOs, and discreetly reporting suspicious activity to management.
Communications Assistant
UNC-CH Dept. Of Music
08.2017 - 05.2020
- Served as the first point of contact for the UNC Music Department, providing professional support to visitors, students, families, faculty, and staff. Managed departmental phone and email communications, directing inquiries appropriately and ensuring accurate information was shared. Organized and distributed departmental documents and campus mail, and created materials such as event flyers, tickets, and brochures. Maintained and regularly updated the department’s WordPress website and social media presence on platforms including Facebook and Instagram.
Education
M.A. - Criminal Justice, Forensic Linguistics
Pennsylvania Western University
05.2023
B.A. - Linguistics
University of North Carolina at Chapel Hill
05.2020
Skills
- Writing and copyediting
- Administration
- Scheduling & calendar coordination
- Team Leadership and Management
- Proficiency & Certifications in Microsoft Office
- Spreadsheet and reporting tools
- Communications etiquette
- Time management and multitasking
- Adherence to high administrative and customer service standards
- Problem Solving and Complaint Resolution
- Attention to Detail
Languages
Spanish
Limited Working
Timeline
Team Manager
Innodata
10.2023 - 02.2026
Customer Service Assoc.
Hobby Lobby
09.2020 - 10.2023
Communications Assistant
UNC-CH Dept. Of Music
08.2017 - 05.2020
B.A. - Linguistics
University of North Carolina at Chapel Hill
M.A. - Criminal Justice, Forensic Linguistics
Pennsylvania Western University