Catherine Frame Email & Phone Number

United States

Minneapolis, Minnesota

Provide support to Academic Coaches and their current Learners in the FlexPath learning model via phone, email, and text. Responsible for inbound and outbound outreach to learners to provide information regarding billing session dates, course engagement requirements, course start/end dates, academic plan/course list, course registration/drops, and other general FlexPath course/ program information

Minneapolis, Minnesota

Monitored calls for multiple business lines (Admissions, Student Finance, and Admissions Re-Entry) for compliance requirements and provide feedback and coaching to the phone representatives. Maintained 97% and above accuracy rating on a consistent monthly basis on all calls scored. Participated in team calibration sessions with business units to re-enforce expectations and improve scoring consistency. Served as the subject matter expert for the QA team to assist in navigating new systems, building/updating Excel scoring trackers, and creating performance reports for all business lines

Minneapolis, Minnesota

Communicated with delinquent student loan borrowers via phone and email regarding options to manage their past due loans. Provided options for receiving forbearance, deferment, or income base repayment options. Assisted in training of new counselors on processes as well as quality assurance parameters. Received multiple awards for Employee of the Month, Top QA scores, and also a part of focus group to improve call center processes and culture.

Eagan, Minnesota

Negotiated repayment arrangements with delinquent and defaulted consumers. Conducted extensive searches using various online resources to locate consumer contact information as needed. Succeeded in recovering over $1,000,000.00 in total consumer debt.