Nelly Paola Minor, Pmp Email & Phone Number

United States

Responsible for being the client advocate between teams and primary point of contact for the Managed Cloud engagement. Develop and maintain effective working relationships with team members, client stakeholders, and peers.Prepare and run weekly client status meetings to review past and upcoming projects, ongoing issues, and requests.Always know and adhere to the following details about clients:Contract dates, Contract scope, Registration cycles.Tactical and technical planning execution of the roadmap – status, schedule, and coordination for all planned work.On going projects, tasks, cases, and everything related to client.All technical solutions in their clients’ environments, how they work at a conceptual level Integrations.Open product support projects, tasks, and cases as needed. Delivery of incident summary reports and root cause analysis to the customers as appropriateCustomer organizational structure; including related roles & responsibilities (RACI)Acts as the owner of the following within assigned clients’ relationships:Delivery of status of any/all Ellucian projects for clientsIncident summary reports and root cause analysis for clients in portfolioTactical and technical execution of the annual plan (road map)Status, schedule, and coordination for all planned workCreation and ownership of all tickets for planned work and roadmap including working cross/collaborating with internal Ellucian teams.Own the development and planning of the annual operational release roadmap and overall service delivery.Responsible for coordinating the service delivery of assigned clients:Attainment of SLA’sMeeting responsiveness targets for planned and unplanned workIdentify trends and prevent issues from occurring by being proactiveParticipates in sales to delivery calls and transition meetings prior to go-live and during transition for SaaS clients.Provide exceptional service while adhering to Cloud ITSM practices.

Denver, Colorado

Drive the collaboration with relevant IT departments either contributing to, or impacted by, current services and projects.Collaborate with business users to develop business cases and to develop comprehensive project requests.Work closely with college functional user groups.Facilitate the gathering of project requirements from various business users and technical staff members and develop written project and task specifications.Identify, verify, and record task dependencies, task efforts, and task durations. Create accurate, detailed, and organized project task details. Manage resource allocation/contention across projects.Follow established project management guidelines and processes to develop, maintain, and track project plans, conduct project meetings, and report project status, as appropriate.Provide project status updates and manage the day-to-day operations of the Ellucian Banner product/service line and related third party vendor products including the oversight and management of specific projects, staff, and deliverables.Provide Project Management support for the Ellucian Banner product/service line and related third party vendor software upgrades and patches.Communicate upgrades and dependencies to appropriate leadership personnel.Coordinate testing to appropriately test the impact of upgrades on business processes.Provide testing support for server, database, and operating system updates and patches.Provide testing support for Disaster Recovery/Business Continuity enhancements, as well as both planned and unplanned failovers.Work directly with the System Administrators, Developers, Database Administrators, Help Desk, Business Technology and other CCCS-IT team members in a collaborative, cooperative, and customer-centric environment.Create or contribute to departmental and system-wide reports as appropriate.Participate in code reviews and other walkthroughs, product and vendor evaluations, product testing and product training.

Greater Denver Area

• Identify and solve system related problems; collaborate with other Project Managers and functional users to research, troubleshoot, and proactively solve problems before they become critical issues and/or have major consequences on our data integrity. • Provide IT support for end users and assist them with technical and functional issues, fixes and patches with emphasis on quality, quick problem resolution and exceptional service for the areas of Financial Aid, Student, Recruit, Parchment, and Advance.• Test systems modifications and/or new software releases, upgrades, patches, MU, and others before implementation for SSB, Banner 9, and CRM as needed.• Participate in the CCCS-IT and CCC Online Disaster Recovery/Business Continuity testing plan.• Review and update technical documentations as needed.

Denver, Colorado

Responsible for the electronic communications within the Office of Financial Aid (OFA). I oversee the office website for the Office of Financial Aid & Scholarship Center as well as the Banner self-service system for students. In charge of loading FAFSA correction files daily and update the Workload Automation Suite for the office on a daily basis. Responsible for delivering financial aid communications to students via email, website, text messaging and other mediums.Work with the management team to develop and recommend policies and implementation procedures for institutional, state and federal financial aid programs. Monitor and keep current on state and federal regulations and office policies and procedures in order to assure accurate and efficient release of information and program compliance.Responsible for the hiring, training and supervision of student employees for the area to insure smooth processing of duties assigned.Update and train internal staff as subject matter expert in areas of responsibility.

Colorado Springs, Colorado

• Counsel students about their financial aid including private loans, parent and grad PLUS loans, federal and state grants, scholarships, dual enrollment and study away programs via email, phone and through appointments while providing outstanding customer service.• Assist and give presentations to high school students from various cultures, ages and backgrounds • Management of a case load for Satisfactory Academic Progress (SAP), Measurable Academic Progress (MAP) and Professional Judgement (PJs) functions. Review appeal applications for completeness including Academic Advising Plans as well as tracking of the approval/denial results. • Uses professional judgment to determine if special circumstances exist that could result in a Dependency Override.• Review, maintain and update requests for budget increases and changes in COA as needed.• Review and process student verification and C-FLAGS documents in a timely and accurate manner while ensuring compliance with the Department of Education policies, rules and regulations.

Littleton, Colorado

• Reviewed and processed student verification documents in a timely and accurate manner while ensuring compliance with the Department of Education policies, rules and regulations.• Outperformed average in achieving verification-processing turn-around time of 3 days or less (compared to typical 14 days).• Supervised, trained and mentored student workers within the department. Operated the work study program including bi-weekly earnings reports, budgeting, and forecasting future spending.• Developed and maintain training manual for student workers and financial aid literacy handouts for students and parents.• Counseled students about issues financial aid, awards, and deadlines. De-escalating situations with upset students regarding financial aid holdups. Proficient in communication with students from various cultures, ages and backgrounds including DACA and Heroes Act students.• Used professional judgment to determine if special circumstances exist that could result in a Dependency Override.• Reviewed, maintained and update Policies and Procedures for Verification, C-FLAGS, and Consortium Agreements. • Managed the Consortium Agreement program and made necessary recommendations and changes to the department process and procedures when needed. Created a new consortium agreement process to improve the relationship between schools and within departments.• Assisted management with financial awareness efforts including financial literacy and default management. Collaborated with management to review and manage Cohort Default Rates and submitted challenges to the Department of Education.• Assisted in the implementation of quality assurance programs for Verification and C-FLAGS in accordance with departmental procedures to ensure accuracy and compliance.• Regular financial aid presentations for New Student Orientation as well as various presentations as requested for High Schools, College Goal Sunday and other relates events in the extended campuses.

Greater Denver Area

• Collect, review and send financial aid documents to the correct processing team for Financial Aid packaging.• Monitor and oversee 1300+ accounts ensuring the availability, awarding and distributing of Financial Aid funds.• Review and research accounts with high balances to determine the cause and resolve any financial issues.• Contact students with shortfalls, assist them with payment arrangements and follow up with collection of payments ensuring low account aging.• Advise, educate and answer student’s questions related to their financial aid matters.• Provide continuity and leadership to the financial services team and student advisors in an environment of constant change.• Assisted Financial Director and management in several projects including the beta test of a new payment plan system.• Consistently achieve the best accounts receivables/aging numbers while maintaining outstanding customer service.• Assist and coach team members under manager’s direction to help them improve their production and performance.

Centennial

Processed incoming purchases for qualified plans making sure they were within company rules and IRS/Government regulations.• Made outbound calls to participants, plan administrators, employers and financial advisors to get clarification on investments allocations.• Verified, updated and resolved discrepancies for participant’s financial/investment information.• Assured every school participant member had an assigned 403B, 401K plan retirement account assigned to them. • Verified other team member’s transactions for accuracy and assisted with additional projects.

Littleton, Colorado

Resolved escalated issues from department supervisors, retailers, techs, customers and other members of the organization using product knowledge and conflict resolutions skills in a call center environment.• Assisted customers with billing issues such as miss-postings, ledger questions, payment disputes and adjustments.• Enforced business rules in contract disputes and account security issues while ensuring customer retention.• Provided high security service through identity verification for additional accounts utilizing a credit bureau system.• researched, reviewed, qualified and approved new and current customers for additional services based on confidential credit information.• Ensured that large commercial account member’s expectations were met by providing excellent customer service, account information and problem resolution.

Greater Denver Area

• Ensure that 401K client expectations were met by providing excellent customer service, investment information and problem resolution in a call center environment.• Assisted Participants and plan administrators with account information, plan provisions, distribution requests as well as loan information and processing.• Educated clients regarding their portfolio objectives, asset allocation and past investment information.

Bachelor'S Degree, Accounting

Associate Of Science (A.S.), Business Administration And Management, General