In this role I am responsible for:1. Managing JMU's Customer Service team which provides phone, email and walk-up service to the 11,250+ financial aid customers.2. Managing JMU's Loan Team which processed $120M in federal and private student loans to approximately 8,500 students and 2,500 parents. I also am responsible for reconciling the loan program balances with the Department of Education on a monthly and annual basis.3. JMU's Verification Team which must review applicant data and ensure aid applications are completed correctly. 4. Maintaining and updating JMU's Financial Aid web site content including the Net Price Calculator. This website receives several thousand visitors each day. Adjustments to the website have reduced calls by over 1,000/day during peak times.5. Updating processes and improving productivity by leveraging technology. A few examples include loan application processing (turnaround time has been reduced from 6-8 weeks to 2 days), automating student email communications (including initial requests, weekly reminders, and task completion), and streamlining summer aid processes.My success in this role is based on my ability to manage both staff and computer systems. I listen to staff, observe processes and envision new, easier, faster ways to accomplish tasks. My technical skills allow me to implement new processes and also communicate requirements to IT resources assigned to my projects. Technical skills specific to Peoplesoft include: 1) Data analysis via Query, Connected Query, 2) Extensive report writing using Oracle/Peoplesoft's BI Publisher, 3C Engine, Communications Generation (CommGen) and knowledge of Peoplesoft's Financial Aid module.

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