Ann Walsh Email & Phone Number

• Manage the relationship between Nelnet and client schools in order to strengthen relationships and ensure a successful partnership• Responsible for managing client retention and increasing product utilization at 50 top tier client schools within a designated territory • Act as an internal advocate for client schools and become a trusted advisor• Pro-actively identify opportunities for client development through the introduction of new products and services and play a critical role in the implementation of those new products and services • Protect revenue through customer retention and grow revenue through product adoption and utilization • Collaborate with sales representatives to develop territory strategies and tactics

• Responsible for client retention and product utilization for 45 client schools within a designated territory representing an annual revenue of $4.7 million• Identify opportunities for process improvement and revenue growth via bi-annual, web hosted success/strategy meetings • Organize, facilitate and oversee new client implementations to ensure product education and utilization are maximized• Assist in the acquisition of prospective clients • Provide school administrators training on products and services

• Responsible for project planning, supervision and review of all project related work by team members. • Maintained and distributed all project schedules according to the KER line of business project management/methodology tools.• Acted as a liaison for internal project managers to accurately track and report on project activities relative to scope, time and quality. • Directed project team to meet established goals and objectives for small, large and strategic projects utilizing MS Project and proprietary project management tools. • Assisted in the design, development and deployment of communication and training plans relative to small, large and strategic projects.• Collaborated on the creation of a Lotus Notes database used to capture, manage and report on new ideas and system enhancement requests.

• Responsible for hiring and supervising a staff of 12 operations employees including team leads, specialists and temporary staff.• Successfully retained several large schools and universities due to outstanding relationship management skills.• Participated in project work groups to identify and resolve service issues.• Monitored incoming calls to ensure customer satisfaction. • Provided feedback to employees on a regular basis in order to maintain operational quality.• Participated in re-engineering and related projects that continued to improve origination and servicing database efficiencies.• Achieved daily service level agreements by scheduling daily work distribution.• Prepared and conducted performance reviews.• Awarded the Key Difference Award and Achieving Excellence Award for providing exemplary customer service.

• Responsible for managing the relationships of 35 of SallieMae’s largest New England student loan lender clients with portfolios totaling approximately $560M.• Acted as a liaison between lenders and operation areas that resulted in resolving client issues.• Maintained effective relationships with lenders relative to service quality.• Assisted clients in reconciling portfolios.• Partnered with Sales to deliver product and service presentations to schools and lenders.• Prepared and conducted on-site training for clients.

• Supervised and cross-trained 30 employees. • Achieved daily unit goals through efficient scheduling and work distribution.• Observed the accuracy and integrity of student loan applications according to Federal and Guarantor mandates.