Danilo Sanchez Email & Phone Number

Glendale, California, United States

Los Angeles Metropolitan Area

• Product expert (SME) - assisted both customers and coworkers with identifying creative solutions and creating knowledge base documents• Documents every interaction into the Ticket Management System (Remedy) about 70 tickets • Utilized support tools such as DASH & Remedy to efficiently deliver a world class customer experience to every customer • Displays a professional demeanor and show resiliency in challenging customer situations.• Provides excellent customer service including writing and verbal communication with customers, internal departments, external parties and anyone else as needed.• Ensures that all department metrics are met on a weekly basis.• Takes responsibility for identifying their own training and development on an on-going basis• Deal with customers concerning matters that require tact and resourcefulness• Assist customers via phone, email and screen sharing with primary focus on customer satisfactory • Work closely with a diverse team to provide superior quality technical and maintain a positive environment • Provide customer service to our Spanish speaking customers (Bilingual)• Capable of efficiently learning and using complex software as well as teaching aspects of that software to others

Los Angeles County, California, United States

• Demonstrated comprehensive knowledge of trends in higher learning education and student financial aid.• Utilized institutional resources as well as federal, state and private funds.• Knowledgeable of all the functions of the financial aid office, compliance, reporting and financial aid management.• Provided full-time financial aid counseling to all prospective and continuing students.• Guided applicants/students through the financial aid application process.• Worked closely with interdepartmental staff to ensure student persistence.• Conducted financial aid presentations in Spanish and English for high schools and new student.• Assisted applicants/students to make and inform them on tuition investment decisions by providing accurate, help student finance advice.• Use Banner to update student information and Right Now to record conversation we have with the student.• Ensured Student Finance advising compliance with applicable federal and state laws.• Served as the single point of contact Student Finance issues (e.g., financial aid, payment plans, billing, issues, etc.).• Facilitated constant and ongoing efforts for minimizing delinquency or default in student loan repayment through exit counseling.

Long Beach, California, United States

• Performed student need analysis, federal verification and packaging of student aid.• Provided full-time financial aid counseling to all prospective incoming and continuing students.• Guided applicants/students through the financial aid application process from beginning through the end.• Worked closely with interdepartmental staff to ensure student persistence.• Conducted financial aid presentations in Spanish and English for high schools and new student.• Assisted applicants/students to make and inform them on tuition investment decisions by providing accurate, help student finance advice.• Use Banner to update student information and Right Now to record conversation we have with the student.• Provided financial aid counseling, made professional judgement decisions regarding student aid eligibility and facilitate problem solving with students and parents if needed.• Served as the single point of contact for over 500 Student Finance issues (e.g., financial aid, payment plans, billing, issues, etc.).• Facilitated constant and ongoing efforts for minimizing delinquency or default in student loan repayment through exit counseling.