Tujuana Lockett has over 15 years of experience in leadership, customer service, and training roles within the insurance and financial services industries. She currently works as a Postmaster Relief Supervisor for the US Postal Service, where she supervises employees and ensures proper mail handling procedures are followed. Previously, she held senior roles at Enova Financial and Allstate Insurance, where she trained and developed staff, improved processes, and ensured compliance. Lockett has a Master's degree in Business Administration and a Bachelor's degree in Political Science.

1. TUJUANA N. LOCKETT
6935 South Oakley | Chicago, IL 60636 | phone: 773.852. 2975
Email: tnlockett5@gmail.com
Attributes
Proven leader, change agent, business and interpersonal savvy, tremendous work ethic, excellent
communication, analytical and organizational skills.
Education
Master of Applied Sciences- Business Administration Awarded March 2016
Argosy University Chicago, IL
Bachelor of Science- Political Science Awarded June 2000
Chicago State University Chicago, IL
ProfessionalSummary
Postmaster Relief Supervisor December 2015-present
United States Post Office Chicago, IL
● Supervise unionized workforce consisting of Postmaster Relief employees in the appropriate distribution, sorting
and handling of mail; Coach, mentor, and develop employees.
● Operates a single unit postal facility providing limited window services, mail distribution, and dispatches; Opens
and closes the facility according to established procedures; Operates within established postal rules, laws and
regulations. Resolves problems that may occur during operations and escalates issues to Administrative Post
Office (APO) when appropriate; Answers questions, provides guidance, and has regular contact with postal
customers; Ensures that proper safeguards are instituted for the welfare of customers and the protection of the
mails.
● Maintains confidential files and records and submits reports as required; Exercises protective care of accountable
paper, monies, product inventory, and office supplies in accordance to Sarbanes-Oxley Act (SOX) guidelines;
Provide for city, rural and/or highway contract route delivery service to local customers; Incident reporting.
Senior Collections Account Liaison August 2013- December 2015
Enova Financial Chicago, IL
● Selected, trained, and developed staff; Provided coaching and training daily using call monitoring and side-by-
side performance results; Coached employees on phone techniques, quality and on production improvement;
Performance evaluations; Ensured production goals were met and compliance with company standard and
federal collection laws were ensured; Handled escalated calls; Monitored the production of campaigns in process;
Analyzed queue and process management workflow to ensure productivity.
● Escalated any legal conditions of the customer base; bankruptcy, converted bankruptcy chapters, receiverships,
proofs of claim, and preferential claims; Addressed factors to avoid reoccurrence of bad debt.
Sought after methods to minimize credit risk by identifying root cause; Assessed portfolio/portfolio alignment and
credit and collections reporting.
● Reviewed, recommended and implemented efficiencies regarding departmental procedures and customer
payment patterns ensuring they are appropriate to departmental goals and corporate objectives and procedures;
Point of contact for final approval and placement of accounts with external agencies, i.e. collection agency;
Documented, supported, and validated prior efforts were taken and sufficient to warrant placement with collection
agency.
● Evaluated account status to initiate credit suspension and pursues appropriate action with customers and sales
force to ensure payment is received on high risk and critical status customers; Appraised situation once resolved
to determine credit risk and terms: Handled escalations.
Senior Training Instructor - Promotion April 2008 – August 2013

2. T. Lockett - continued - page 2
Allstate Insurance Company Woodridge, IL
● Evaluated agency, regional and sales leaders’ development needs and ensures alignment of learning and
development; Supported and/or led the development/design, review, approval and facilitation of education and
development programs.
● Worked cross-functionally to deliver effective, efficient solutions to all levels of agency, regional, and field sales
leadership’ Solicited input from key stakeholders; Conducted focus group and/or other relative meetings to obtain
field perspective and ensure alignment with agency and FSL business needs; Ensured effective delivery of
curriculum through a variety of mediums such as instructor led training, web conferences, teleconferences, live
meetings and videoconferences.
● Supported creation of training manuals, online learning modules, and other educational materials; Evaluated
course effectiveness regularly and determines/recommends alternatives or improvements; Reviewed education
materials from a variety of vendors and select materials with appropriate content; Developed communication
strategies and materials to support new and existing programs focused on development of sales leaders.
● Determined the integration and delivery of programs/changes to curriculum and regions/field; Communicated and
presented project information/updates to various levels of leadership including senior leadership/Officers within
Sales and across other functional business units.
● Planned, implemented, managed, and/or contributed to projects that were up to moderate complexity and are
small to moderately scaled using accepted project management standards; Forecasts short-term and long-term
deliverables; Assisted in the formulation of strategies to achieve plan objectives; Ensured project controls are in
place throughout the lifecycle of the project.
● Assisted in determining where additional resources/expertise may be necessary to successfully complete
projects/assignments; Secured approvals and monitored program, policy, and procedure progress; actively built
strong relationships among teams/team members to ensure cooperation on project objectives.
● Evaluated current results, identifies variances to planned performance, analyzed causes of variance and
recommended action through tracking expense plan performance.
● Created a training budget and actively manages all project related expenses.
Quality Control Specialist September 2000 – April 2008
Allstate Insurance Company Woodridge, IL
● Participated in design of call monitoring formats and quality standards; performed call monitoring and provides
trend data to site management team; used quality monitoring data management system to compile and track
performance at team and individual level.
● Participated in customer and client listening programs to identify customer needs and expectations.
● Provided actionable data to various internal support groups as needed; coordinated and facilitates call calibration
sessions for call center staff; provided feedback to call center team leaders and managers; Prepared and
analyzed internal and external quality reports for management staff review.