Robert Hackenberg Email & Phone Number

United States

I work in several queues to process forbearance requests to assist borrowers with their student loan requests. My past experience and knowledge of student loans is valuable in understanding how forbearances work when requests are being applied per FSA guidelines.

United States

Westport Mechanicsburg, Pa

I was responsible for using my vast customer service background to assist borrowers with their student loan accounts. Each day I would split my duties between assisting live borrowers on the phone and working on forbearance requests received via forms or online requests. I had also processed mortgage letters to lenders seeking information regarding borrower's student loans. I also assisted students enroll and maintain their status in the Public Service Loan Forgiveness program. I helped maintain their information in the database and assist borrowers with other loan services that will be transitioning as part of PSLF. I assisted in resolving issues with missing information and addressing all questions and concerns that may arise.

In 1996, I saw the need for customer service for issues that were more technical in nature and using my background and training, co-founded a separate department within the company to handle internal and external questions that were more technical in nature. At that point in our company, this had never been done and was shortly branched out to other call centers in our region at that time. I performed many tasks at this level. These included:Analyzing trends of outages or problem areasAuthoring tips and how-to instructions for company websitesHelped to implement and maintain a call tracking system for managementMonitoring fellow reps to fine tune areas where help was neededCreating contests and games to keep morale highAnswered calls from internal and external customers with technical questionsWorked on trouble reports thru to resolution for customer affecting issues

Harrisburg, Pennsylvania Area

Represented my co-workers thru face to face meetings with management and thru the grievance process as the scenario called for it. I made myself available for any questions or issues day or night, creating social media pages to help the flow of information and making myself available for contact. I also supported my union brothers and sisters working at other companies when needed. I spoke at the Democratic State Legislatures Convention in Boston in 2007, was called to speak before a Senate committee in 2009 and spoke on a panel during a live cable access show. I was instrumental in changing/adding contract language and creating job titles thru bargaining to save jobs for my co workers. I had an 85% success rate when going to arbitration because of attention to detail and pure passion.I marched in New York City, Philadelphia and Washington, DC for Healthcare and worker's rights issues.

Penbrook, Pa

Worked cash register in high traffic hoursStocked floor and coolerRan lottery machines for 2nd busiest location in the state

Harrisburg, Pennsylvania Area

I trained new employees, wrote instructional material for our knowledge database and assisted internal and external customers with technical issues with cellphones and coverage issues.Analyzing trends of outages or problem areas.Authoring tips and how-to instructions for company websites.Helped to implement and maintain a call tracking system for management.Monitoring fellow reps to fine tune areas where help was needed.Creating contests and games to keep morale high.Answered calls from internal and external customers with technical questions.Worked on trouble reports thru to resolution for customer affecting issues.

I installed wireless phone systems in any and all kinds of vehicles. Also removed existing systems for use in replacement vehicles of all kinds, specializing in specialty custom vehicles, such as fire apparatus, emergency vehicles, police cars, limousines, high end sports and luxury cars. I then got promoted to a Service Technician status, which entailed working closer with the end user on correcting problems with their wireless handsets. I was sent to schools offered by all the major manufacturers to learn the latest in technology at the time. Major tasks included:Removing/Installing wireless phone systemsTraveled offsite to perform jobs for specialty customersMaintaining all aspects of the shopOpen new locations and training staffRepairing and tracking handheld phonesAttended training for Audiovox, Nokia, DiamondTel, Motorola, Ericsson and others. (w/certifications)

Transported new and old police vehiclesRemoved all usable pieces of radio and lighting equipmentInstalled all usable pieces into new vehicles to save money Designed custom layouts for unmarked cars Implemented custom designs into specialty vehicles for undercover workWorked with Director of the PASP project as a liaison to minority contractors

Harrisburg, Pennsylvania Area

I started working on an industrial roofing crew and toiled to become a foreman working on specialty teams. I ran a crane truck with 2 ton capacity to load roofing supplies and remove material as needed. I ran a self contained roof vacuum rig and dump truck to remove gravel prior to tear offs or re-roofing. I was the warranty foreman and I would travel as needed to go and meet with our client and assess damage and repair roof leaks. I would take crew members that were on parole or probation from the law and guys in disciplinary trouble and work on their attitudes and habits and get them back to regular roofing crews. Being a specialty crew gave me extra time to spend with hard cases to help rehabilitate them.

Diploma, General Studies

Could have graduated my Sophomore year but needed 1 math credit. I signed up for Vocational School to challenge myself.

Certification, Autobody/Collision And Repair Technology/Technician

Activities and Societies: Classes in Basic Auto Mechanics and Auto BodyTrained for a future career that I never followed thru with

Various Certification In Firefighting, Fire Truck Driver, Cpr, Level 1 Firefighter

I went just for various firefighting certifications.