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Click here or scroll down to respond to this candidatePROFESSIONALSUMMARYSKILLSWORK HISTORYCandidate's Name
Council Bluffs, IA 51501 PHONE NUMBER AVAILABLE EMAIL AVAILABLE WWW: Bold Profile To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Assist people in finding solution in efficient,accurate, and courteous manner. Ensure integrity of data and informationBilling assistance, payment plan, inquiries,and requests, account maintenance Assist with Income Driven Repayment PlanAssist borrowers with process for DirectLoan Consolidation after receiving theirapplication
Update information on accounts in LoanServicing and/or Originations systems
Serve as resource person within team asneeded, including assisting new associateswith training need Military Correspondence,filling out forms for service members, PublicService Loan Forgiveness Listening Organization Attentive Adaptive EmpathyENROLLMENT PROCESSING SPECIALIST II 06/2023 to 11/2023 Nelnet Student Loan Services, Omaha, NE Updated, entered and reviewed customer data. Communicated effectively via telephone, email and in person with prospective customers. Understood and thoroughly explained services provided to customers and potential customers. Reviewed statistic enrollment data and prepared reports. Finalized and processed enrollment applications. Processed over 100 in school deferments per 8 hour shift SENIOR CUSTOMER REPRESENTATIVE / HELP DESK 05/2019 to 05/2023 Nelnet Business Solutions, Omaha Listened to customers' questions and concerns to provide answers or responses. Clarified customer issues and determined root cause of problems to resolve product or service complaints. Answered customer telephone calls promptly to avoid on-hold wait times. Collected customer information and analyzed customer needs to recommend potential products or services.Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.Provided excellent customer service by efficiently resolving issues and responding to inquiries. Updated account information to maintain customer records. Answered constant flow of customer calls with minimal wait times. Assist borrowers with process for Direct Loan Consolidation after receiving their application.EDUCATION Update information on accounts in Loan Servicing and/or Originations systems Serve as resource person within team as needed, including assisting new associates with training needs Military Correspondence, filling out forms for our service membersSENIOR CUSTOMER SERVICE REPRESENTATIVE 09/2003 to 01/2019 Skillsoft, West Des Moines, IA Greeted customers and listened closely to problems described to determine solutions. Resolved customer service issues using company processes and policies and provided updates to customers.Utilized active listening skills to understand customer needs and provide tailored solutions. Researched and rapidly resolved client conflicts to maintain key accounts. Responded to customer calls and emails to answer questions about products and services. Handled customer inquiries and complaints with professionalism to restore satisfaction. Developed and maintained strong relationships with customers to foster repeat business.Coached new team members on service techniques and provided scoring through quality assurance program.Stepped up to assist customer service manager with complaints and issues during times of department short staffing.Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.Bachelor of Science : Business AdministrationKaplan University - Davenport, IAAssociate of Science : Microcomputer Network Administration Kaplan University - Davenport, IA |
