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Tuition Coordinator Resume Example

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TUITION COORDINATOR
Professional Summary
  • CUSTOMERSERVICE | C OMMUNICATIONS | T RAINING Dedicated, self-motivated Professional with 15+ years of experience excelling in customer service and operational support roles, delivering the highest quality of work. Excellent communication and interpersonal skills, responding to queries, resolving issues, and building strong relationships with customers, often recognized for exceeding expectations. Collaborative team player who works well with all levels of staff, creating a cooperative environment to successfully accomplish company's goals. Core Expertise: Marc-Anthony Lee Customer Interactions (Phone, Email, Online)
  • Information Collection / Management
  • Issue Resolution
  • Team Trainer / Coach Policy / Procedures Compliance
  • High Call-Volume Processing
  • Technical / Operations Support
  • Multitasking
Skills
  • Microsoft Office (Word, Excel, Access, Outlook), Oracle,
  • HealthSuite, Claims Exchange, SAP, Salesforce (SFDC)
Work History
Tuition CoordinatorUniversity Of Maryland Global Campus - Adelphi, MD03/2020 - Current
  • Provides comprehensive student counseling regarding financial aid, active duty military, and veterans educational benefits and processing requirements, as well as alternative financing options including self-payment options.
  • Effectively communicates with students via phone, email, and live-chat establishing credible working relationships
  • Developed working knowledge of Federal Title IV regulations as well as other federal and institutional policies of student account-related matters
  • Demonstrates high-quality customer service on each interaction to ensure student satisfaction.
  • Managed daily activities by maintaining communication with students requiring follow-up consultation
Customer Relations SpecialistBLOOMBERG BUREAU OF NATIONAL AFFAIRS, BNA, Customer Contact Center - Arlington, VA01/2017 - 01/2019
  • Supported Operations team by responding to and redirecting customers' questions regarding news and authoritative analysis, comprehensive research solutions, and practice tools.
  • Responded to online customer inquiries received via webform and customer chat portal regarding billing, payment processing, fulfillment, and technical support, adhering to company policies.
  • Performed first-level technical support for online subscription access.
  • Selected Accomplishments.
  • Improved customer experience and brand loyalty through follow-up calls to subscribers regarding ongoing issues.
  • Resolved billing/subscription errors, reinstatement requests, and users' profile maintenance.
  • Processed and managed up to 50 customer requests via email and telephone per day, including payment assistance, billing/sales tax information, and trial requests.
  • Added/removed users from system and provided administrative assistance with account executives' requests.
AFTRA H&R, Benefits CounselorParticipant Services - Los Angeles, CA01/2011 - 01/2017
  • Counseled SAG-AFTRA members on health and retirement benefits, handling an average of 150 calls per day.
  • Supported health care providers and participants in-person and via telephone.
  • Investigated and resolved benefit, eligibility, claims, billing, and payment issues and queries.
  • Reviewed medical claims and participant account information, verified billing data, and analyzed benefits to explain claims processing to participants and medical providers.
  • Served as backup for supervisors and managers.
  • Conducted one-on-one coaching with new employees after required training, providing hands-on assistance with navigating systems, reading processed claims, and reviewing participants' earnings for eligibility.
  • Counseled participants in-person, explaining benefits for processed claims, retirement benefits, and pre-calculated benefit payment options.
  • Assisted participants with completing applications to ensure receipt of all required documents and attachments.
  • Selected Accomplishments.
  • Maintained 100% call quality rating for more than 95% of calls reviewed/monitored.
  • Updated Microsoft Excel recordkeeping spreadsheets of work order requests, calculating and tracking daily totals of submitted work order requests and errors/rejects for 6 employees.
  • Resulted in reducing delays due to rejected requests and reducing overall claims processing time.
  • Generated additional information to reprocess claims and reviewed each work order for errors prior to submission.
  • Recognized by manager and director of Operations for exceeding client satisfaction standards per multiple participants' feedback.
Customer Service ProfessionalPSE&G - Cranford, NJ01/2004 - 01/2010
  • Delivered exceptional customer service to consumers, businesses, schools, hospitals, and municipalities across New Jersey for primary gas and electric utility.
  • Responded up to 125 phone and online requests per day, providing information on pricing, products, availability, and credit terms.
  • Researched and resolved billing issues and processed credits.
  • Coached new employees via one-on-one and shadowing.
  • Selected Accomplishment.
  • Exceeded corporate goals, maintaining call quality of 95% or better.
Education
B.A: Communication StudiesUNIVERSITY oF MARYLAND GLOBAL CAMPUS - ADELPHI, MD12/2019

GPA: 3.63/4.0, Member, Alpha Sigma Lambda National Honor Society

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Resume Overview

Companies Worked For:

  • University Of Maryland Global Campus
  • BLOOMBERG BUREAU OF NATIONAL AFFAIRS, BNA, Customer Contact Center
  • Participant Services
  • PSE&G

School Attended

  • UNIVERSITY oF MARYLAND GLOBAL CAMPUS

Job Titles Held:

  • Tuition Coordinator
  • Customer Relations Specialist
  • AFTRA H&R, Benefits Counselor
  • Customer Service Professional

Degrees

  • B.A : Communication Studies

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