- Led the Federal Work Study program by managing and distributing nearly half a million dollars in Federal funding - Distributed over $5,000,000 in emergency grants to students while managing compliance and fiscal reporting for the CARES Act - Certified loans to students backed by the Department of Education and private lenders - Responsible for all aspects of the customer service experience including Call Center, In person and Digital Communications - Managed day to day activities including staffing, reporting, and general office procedures - Ensured all staff were properly trained by conducting personal training sessions, creating training material and facilitating extracurricular training via third party organizations - Developed new on boarding training materials to emphasize value of customer service, problem solving and critical thinking skills

- Responsible for managing all aspects of the Financial Aid office, including Customer Service, Departmental budgets and Compliance with Title IV regulations- Chair of the Financial Aid Committee- Member of the Enrollment Management Committee- Member of the International Student Committee

- Appointed with 20+ insurance and annuity companies to offer wide array of solutions - Met with individuals and families to assess their medical history and current financial situation in order to pair them with the appropriate insurance carrier - Hired licensed insurance professionals to build a successful organization - Trained insurance professionals in the areas of customer service, creative problem solving, building rapport and closing sales - Continuously attended industry specific training conferences - Featured on national company training calls in order to help teach other agents how to grow their book of business.

Financial Aid Manager- Managed, coached, trained and developed over 70 Call Center Agents- Directly managed the daily activities of 10-15 diverse Financial Aid Call Center Agents- Monitored call efficiency and delegated agents to appropriate tasks, accordingly- Graded numerous calls for each agent on a monthly basis to monitor quality of information, timeliness and customer service- Kept open lines of communication to agents and management- Developed monthly and annual performance goals for each individual employee- Conducted monthly coaching sessions with each agent individually to enhance personal and career development by identifying strengths and weaknesses as well as addressing individual concerns- Attended weekly meeting with other managers and Assistant Director to discuss the state of the office and to identify potential areas of improvement regarding customer service, office efficiency and office morale. - Assisted in the on boarding of new hires by conducting Side by Side sessions, live Role Play sessions and one on one coaching. - Led training sessions for groups of 5-25 new hires at a time by teaching in the areas of University policy, office policy, customer service and multiple facets of Financial Aid processes and regulations- I was a member of the management team that completely restructured and overhauled the quality assurance system for the Financial Aid Call Center- Helped conduct numerous interviews to find potential talent for the Financial Aid department- Wrote 90 day, 6 month and Annual performance reviews for each employee- Handled escalated issues from students and parents - Handled issues in which a student or parent threatened legal action towards the University- Issued disciplinary actions to employees when necessary*Promoted to Financial Aid Compliance Analyst

- Efficiently and accurately process inbound and proactive outbound phone calls regarding Financial Aid- Maintained and proactively kept up to date with Financial Aid regulations from the U.S. Department of Education, The State Council of Higher Education of Virginia, The U.S. Veteran's Administration and the National Association of Financial Aid Administrators- Attended monthly coaching sessions with direct supervisor and completed bi-weekly training modules regarding financial aid- Added to the Financial Aid department's Live Chat team to additionally communicate with students via Liberty University's Live Chat system- Added to the Financial Aid department's Support team to assist other Call Center Agents with difficult issues and to act as a liaison to communicate with other University departments on behalf of agents- Among over 70 Call Center agents, I ranked in the Top 10 for 11 out of 12 months regarding accurate information and customer service quality standards- Utilized in the training and on boarding of new employees via Role Play and live Side by Side sessions- Produced six straight months of 100% accuracy in regards to accurate information and excellent customer service*Promoted to Financial Aid management team after 12 months of employment