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.
Skills
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
Education
Citrus CollegeGlendora, CAExpected in ā ā:Business Administration And Management - GPA:
East Los Angeles CollegeMonterey Park, CAExpected in ā āCertificate:Fingerprint Technician - GPA:
Hombres Y MujeresLos Angeles, CA, Expected in ā āHigh 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.
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
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
Any information uploaded, such as a resume, or input by the user is owned solely by the user, not LiveCareer. For further information, please visit our Terms of Use.