Cindy L. Christine Email & Phone Number

United States

Tennessee, United States

Harrisburg, Pennsylvania, United States

Results oriented Director of Public Service Loan Forgiveness and Operations Support responsible for delivery of customer service and business operations support within prescribed service level commitments and the control of risk management. Trusted leader with proven expertise in developing, evaluating and implementing solutions that generate efficiencies.

Harrisburg, Pennsylvania Area

• Operations and Loan Forgiveness Support Manager responsible for delivery of customer service within prescribed service level commitments and the control of risk management by leading a diverse team of Loan Forgiveness.
• Responsible for multiple customer service and/or processing related activities including internal and outsourcing support, ongoing analysis and remediation efforts.
• Strong working knowledge of the Public Service Loan Forgiveness (PSLF) program.
• Oversite of Operation Support responses to inquiries related to but not limited to: Federal Student Aid/Department of Education, FOIA, GAO, CFPB, Litigation, Social Media, Ombudsman, Control Mail, Office of Consumer.
• Responsible for Operations/Loan Forgiveness Support relationship with FSA ensuring adherence to all Change Requests, Federal Regulations and inquiries/data requests with an emphasis on Public Service Loan Forgiveness
• Successfully lead Operations Support Business Value savings of $800,000 in less than 1-year with an overall projected savings of $1.2 million.

Harrisburg, Pennsylvania Area

• Co-Training ManagerPHEAA- Fedloan Servicing / Harrisburg, PA / May. 2018 – Nov. 2019
• Supported, led and managed diverse group of training and development supervisors, trainers and trainees throughout five locations, Agency-wide.
• Member of Compliance, Audits, Risk and Quality (CARQ) training subcommittee. Responsible for implementation and remediation of Agency-wide consumer protection training material and related policy and procedures by.
• Involved with senior management pertaining to the creation of new policies and content within FLS Loan Operations Training department. Maintained constant interaction with the various business units with regard to call.

Harrisburg, Pennsylvania Area

• Department SupervisorCommercial and Fedloan Servicing Training / Mechanicsburg, PA /Aug. 2015 – Aug. 2016
• Assisted in developing and delivering training curricula to diverse audiences of new hire and tenured staff. Analyzed departmental training needs and developed new training programs based on the analysis.
• Member of bi-weekly retention committee in support of PHEAA Loan Operations call center staff
• Maintained working relationship with the Customer Service Operational Communications and Enterprise Quality and Analysis divisions to ensure procedure and training material remains current and accurate.

Harrisburg, Pennsylvania

• Loan Operations Training and Development/ Harrisburg, PA / Jan. 2012 – Aug. 2015
• Involved with senior management pertaining to the creation of new policies and content within the department and maintain constant interaction with the various business units with regard to call center processes
• Responsible for interacting with Legal and Compliance with regard to departmental policy, procedures and training in anticipation of upcoming Agency wide audit
• Responsible for formalized procedure-writing project and letter writing review project for Loan Operations, Customer Service division
• Represent training and development in client audits and ensure Loan Operations Training and Development is current with policies and procedures necessary to maintain service level agreements
• Created compliance related training material pursuant to client request and inquiry

Master'S Degree, Organization Development And Leadership

Bachelor Of Science With Highest Honors, Applied Psychology/ Organization Behavior

Activities and Societies: PSI CHI National Honor SocietyPreviously attended Penn State University and Syracuse University