Provide ongoing support to students, including customizing financial aid and repayment plans for each individual account. Analyze loan data and negotiate agreements to settle debts. Monitor outstanding accounts, as well as maintain records of changes made to ensure effective and consistent communications among team members. Manage outbound calling efforts, contacting students at risk of collection efforts. Modify loan terms and payment plans to assist students with economic hardships. Generate and distribute reports for leadership teams. Provide technical support to borrowers as needed during loan signing process and in renegotiation of contracts. • Conducted ongoing evaluations of office workstations, data security, and safety compliance. • Maintained relationships with existing customers while building relationships with new clients as well. • Integrated a variety of technology, including MS Excel and auto-dialer systems.

Educated patients and program participants on healthcare plans, benefits, and options. Reviewed costs, such as copays and deductibles, ensuring participants were enrolled in programs that met their financial needs. • Established and sustained relationships with diverse customer population. • Developed comprehensive understanding of insurance benefits, medical terminology, and healthcare standards and best practices.

Managed operations within front desk, answering and routing calls. Ensured quality service to patients from diverse cultural backgrounds. Maintained patient records and data in compliance with regulations. Coordinated patient visits, meetings, and other events within the facility, directing participants and guests as needed. • Contributed to reduction of risks and related costs by more than $100K through integration of quality control measures and patient experience surveys. • Earned letter of recommendation from Director of Volunteer Services and Patient Relations for “high standard of work” and “patience and empathetic” approach to customer service.

Communicated with customers, assisting with field service requests, product questions, and billing issues. Provided ongoing assistance to customers after bankruptcy, negotiating new contracts and scheduling reconnects. • Introduced SalesPROPhonePRO, increasing representative participation and engagement with products. • Collaborated with team on recovery efforts to customers affected by Hurricane Sandy, resulting in increased and sustained revenue of more than 8%. • Generated more than $1 million in sales revenue during full tenure with organization.

Oversaw call center operations, workflow maximization, and representative engagement. Identified and implemented strategies for increasing and sustaining customer satisfaction. Prepared forecasts based on historical call data, improving efficiency for team of more than 900 personnel, including five direct reports. Processed more than 45K calls from 1.3 million customers. Coordinated and approved vacation requests and other leave. • Reduced hold times within call center environment by 11% through introduction of collective call handling procedures and new policies. • Improved productivity by 17% through introduction of intra-day reporting to Regional Managers.

Processed more than 50 calls per day, assisting customers with concerns related to cable TV, phone, and internet service. Provided ongoing troubleshooting with connection problems. Cultivated relationships with customers. • Improved operations and efficiency, reducing hold times by 27% through focus on timely responses. • Served as liaison to organizational customers, including educational institutions and corporate clients. • Earned more than 200 letters from customers and certificates of achievement during tenure in role.