(555) 432-1000,
, , 100 Montgomery St. 10th Floor
Professional Summary

Collaborative leader with dedication and passion for creating great team successes by coaching and motivating team members to increase financial profitability, operational efficiency, and student satisfaction. Record of performance in meeting organizational objectives. Excellent interpersonal skills, ability to work well with others, in both supervisory and support staff roles. Over ten years of; quality customer service, cash collections, and student engagement experience. I'm able to troubleshoot and provide resolutions to potential data disputes when necessary. I'm very mindful and weight all crucial factors in decision making. Also, experienced in new institutional systems integration and processes.

  • Read and speak in Spanish
  • Student encouragement and advisement
  • Learning management system administrator
  • Cross-trained administrative support
  • Operational improvement
  • File and Database Management
  • Documentation and reporting
  • Multi-Line Telephone Systems
  • Technical Knowledge and Support
  • Team Building
  • Policy and procedure development
  • Multitasking Abilities
  • Project Management
  • Office administration
  • Managing Defaults
  • Sales Support
  • Collection Calls
  • Account and Ledger Reconciliations
Citrus College Glendora, CA Expected in : Business Administration And Management - GPA :
East Los Angeles College Monterey Park, CA Expected in Certificate : Fingerprint Technician - GPA :
Hombres Y Mujeres Los Angeles, CA, Expected in High School Diploma : - GPA :
Work History
Dollar Bank - Corporate Manager of Support Services
, , 03/2020 - Current
  • Recruited, hired, trained and supervised staff of 12 and implemented a mentoring program that offered positive employee and student engagement.
  • Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals.
  • Verified grades, attendance and schedules to mapped course sequencing and enrolled students in their online module.
  • Developed and implemented a new department (Student Success Partners) for student support during the Pandemic.
  • Communicated best practices among on-site and external personnel from various departments to align efforts and goals.
  • Engaged in professional monitoring of student academics and use various methods; calls, emails, text messaging, and the learning management system to help online students stay on track and pass their course.
  • Organized, reviewed and file paperwork for secure recordkeeping for the entire school.
  • Investigated complaints and worked with students, parents and teachers on finding positive resolutions.
  • Liaised with financial aid, internal audit and student services departments to direct compliance issues to appropriate channels for investigation and resolution.
  • Cross-trained existing employees to maximize team agility and performance.
InterCoast Colleges - Student Account Manager
, , 04/2016 - Current
  • Responsible for evaluating borrowers account, setting up payment plans/contracts, handling escalated delinquent accounts and managing cash flow of the collection department while minimizing the company's financial losses
  • Improved quality processes for increased efficiency and effectiveness
  • Investigated and resolved student complaints to customer satisfaction
  • Resolved conflicts and negotiated agreements between parties in order to reach win-win solutions to disagreements and clarify misunderstandings
  • Worked with legal resources and recovery teams to manage default issues
  • Reconciled discrepancies between accounts receivable general ledger account
  • Created daily and weekly cash reports for accounting management
  • Reviewed, researched and corrected discrepancies and borrowers/student concerns
  • Supervised staff, monitoring phone calls and letters
  • Contacted students to collect outstanding payments via one-time or negotiated installment methods
  • Successfully led key projects which resulted in reducing bad debt
InterCoast Colleges Corporate - Default Prevention Manager
, , 01/2014 - Current
  • Responsible for the leadership and management of the institutional default prevention plan to support and improved financial literacy, student loan repayment and minimize defaults
  • Providing constant counseling, support and resolution options to student borrowers consistent with federal requirements and the default management procedures
  • Use informed data driven decision-making skills to strategically influence a lower cohort default rate for the institution
  • Cultivated and nurtured relationships with borrowers to support and prevent account default
  • Worked with Federal Loan servicers to resolve delinquency, improve operations and provide exceptional customer service determined and recommended repayment plans to address improvement opportunities to borrowers account
InterCoast Colleges - Default Specialist
, , 03/2011 - Current
  • Responsible for working one-on-one with delinquent borrowers to help get them back on track by person, daily telephone calls and letters that clearly explain options available to the borrower
  • Took a direct, personal approach to default prevention with clear explanations of default and its consequences, repayment plans and deferment options
  • Sorted incoming mail and faxes and expedited urgent correspondence for immediate attention
  • Tracked borrowers loans status to improve students repayment success while increasing service efficiencies

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Resume Overview

School Attended

  • Citrus College
  • East Los Angeles College
  • Hombres Y Mujeres

Job Titles Held:

  • Corporate Manager of Support Services
  • Student Account Manager
  • Default Prevention Manager
  • Default Specialist


  • Certificate
  • High School Diploma

By clicking Customize This Resume, you agree to our Terms of Use and Privacy Policy

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