Rebecca Eppens Email and Phone Number

Majority of my career has been working directly with the public, from my twenty-seven years in the fitness industry, teaching and managing fitness clubs, to being the director of communications for fourteen years for a corporate law firm. This experience allowed me to learn good customer service skills in person and over the phone. I learned to multitask and coordinate many moving pieces in a timely manner, but also be ready for the unexpected. These skills prepared me for my role of Live Training Supervisor at Nelnet, a government contracted student loan servicer. I held a government clearance to be able to work with customer accounts. I oversaw the training of new hires in the first seven weeks of employment. From classroom training to live training, I managed the new hires, mentors, and staff in making sure the agents were prepared to assist customers with all their options for the life of their loans. In my career I have managed a team as small as six and as large as two hundred. I have created processes and training materials to help new hires become successful. I was responsible for the hiring of new agents, on-boarding, corrective action, time card approval, to terminations, and taking escalated calls. In the new world of working at home, I managed to get my agents and many others in the company home. I continued to help with new hire equipment check out, initial set up, troubleshooting system issues, returning equipment upon termination, and organizing virtual training successfully. There is no challenge too big I won’t take on.