Gabrielle Henderson-Love Email & Phone Number

United States

Chicago, Illinois, United States

Rockville, Maryland, United States

Columbia, Missouri Area

Columbia, MO

• Trained and supervised 24 or more employees on a full time basis, with at least 15 reaching ranked in top performing categories.
• Create system reports and updates regarding employee performance and call quality to executive management weekly. Developed peer to peer shadow events, silent monitoring on phone interactions that led to short burst.
• Manage and update payroll changes with Paid Time Off, Vacation and Personal Holiday time for a team of 24 counselors or more.
• Monitor counselor FMLA and Short-Term usage to ensure all guidelines are met under said terms and conditions.
• Construct precise annual appraisals and monthly action plans to ensure counselors’ performance and accountability are identified and evaluated fairly and accurately.
• Create agendas and lead weekly team meetings; briefing current counselors on upcoming changes and new procedures regarding student loans and potential changes fostered through the Department of Education.

Chesterfield, MO

• Provide superior customer service with high integrity to borrowers of all backgrounds.
• Strong knowledge base of NSLDS, PageCenter, and PHEAA and other data related to college access and student dept.
• Respond to account inquiries, demonstrate empathy when responding to sensitive caller situations; implement probing questions to determine the necessary course of action.
• Provide accurate account information through a strong knowledge base of internal departmental processes, policies, procedures. And system processes in accordance with Federal and State regulations.
• Develop professional written correspondence by way of instant message and email when necessary to supply the borrower with confirmation.
• Provide general financial aid and FAFSA information to current and potential borrowers seeking account to understand financial aid and servicing through the Department of Education.

Kalamazoo, Michigan Area

• Providing strict supervision for residents ages 10-17 and maintaining a safe, clean, compassionate high-quality shelter care for youth while teaching basic living and education related skills.
• Complete crisis intervention phone calls and refer in need families to programs for further assistance and resources in order to avoid patient reentry.
• Creating care plans with goals in assisting transition of youth back into their family’s life; offering emotional developmental support, setting up and participating in supervised visitations. Maintain detailed case.
• Instructing and supervising new employees regarding de-escalation tactics, data entry programs, and incident reporting forms to document past and current events.
• Oversee the daily operations of a service-oriented department that includes a high degree of collaboration with Student Accounts within a Student Financial Services framework.
• Regularly required to stand for extended periods of time and periodically lifting boxes and equipment 15-30 lbs.

Kalamazoo, Michigan Area

• Prepared periodic quizzes practice tests and tests to test proficiency.
• Prepared weekly lesson plans in accordance with district guidelines.
• Sought approval for deviations from district guidelines as necessary.
• Included digital media along with traditional classroom materials.
• Worked with administrators to develop and update learning programs.
• Encouraged students to participate in class by taking a hands-on approach to teaching.

Master Of Arts - Ma, Communication Management

Secondary Education And Teaching