Nicole Herbert

A highly effective business professional who drives positive change with a collaborative spirit. I am a results-focused, quality-driven contributor, experienced in people and process management, administration, and reporting. Continuously seeking learning opportunities while helping to develop others.

City of Houston - Police Department Office Service Manager | Houston, TX 02/2023 to present

• Oversees the day-to-day activities of several functional units.
• Plans, organizes, administers and reviews work quality and staff productivity.
• Develops input for departmental planning, staffing and budgetary needs, training, and education.
• Recruits and selects employees, handles disciplinary actions and counseling, conducts employee performance reviews. 
• Maintains departmental records, compiles, and prepares required monthly reports.
• Performs special projects as assigned.
• Communicates verbally and in writing with internal and external customers and stakeholder.

• Conducted various administrative functions related to the direction and coordination of operations within the assigned department.
• Trained, supervised, and evaluated data submissions.
• Lead special project assignments.
• Assessed the quality of surveillance data.
• Liaised with various jurisdictions on disease reporting.
• Evaluated employee job performance and motivated staff to improve productivity.

• Managed daily human resource activities including employee records, criminal background, and personnel services to support 30,000 employees at 283 schools, including central office and administration facilities.
• Supported HRIS functionality via data integrity and security and reconciliations via testing, corrections, and associated data validation for various departments.
• Integrated in-house fingerprinting along with E-Verify and background checks.
• Designed and delivered training and workflow administration to all service-related tasks.
• Continuously improved service delivery time within the call center.
• Reduced and/or eliminated overtime from 50k per month to under 5k in HR Customer Service department.
• Launched electronic record retention and retrieval, reducing the service level agreement from 10 days to 60 minutes.

• In this role, I coordinated the day-to-day operations of Support Services for an HR Shared Services model, collaborated with HR stakeholders supporting 140K North American employees, 120K retirees, and dependents/survivors.
• I had responsibility for the team that provided off boarding, onboarding, and leave of absence activities.
• Designed and implemented quality assurance measures for numerous products in Support Services resulting in the reduction or avoidance of data security breaches.
• Initiated Capacity Planning Scorecard for the Support Service process, which validated process time, reducing the need for contract support, and eliminating overtime.
• Developed, created, and designed Survivor Support training materials, enabling HR Customer Service Representatives to provide first-contact support to survivors and beneficiaries.
• Developed test scenarios relevant to fulfillment processes for PeopleSoft and Case Management systems enhancements.

• Managed the workflow of the unit by providing the training, supervision, and leadership for a team of 10 Retirement Specialists.
• Managed performance competency of Retirement, Pension, 401K, and Death Processing.
• Implemented the Capacity Planning Scorecard along with coaching and training which helped reduce errors, reduce escalations, and increase customer satisfaction.
• Produced statistical and financial reports for the business unit using PeopleSoft.
• Provided Project support to transform Benefits Administration to an external vendor.

Master of Science Walden University Houston, TX Adult Learning and Development, 12/2013

Bachelor of Science University of Phoenix Houston, TX Management, 10/2011