Coach and develop admissions representatives while providing unmatched student experience.

-- Provide on-going guidance, mentoring, feedback and motivation to staff to ensure competent performance while adhering to department and PHEAA policies and procedures.-- Recommend and/or make decisions in personnel related matters (performance review, disciplinary actions, and terminations). This includes monitoring attendance, leave requests, ensure accuracy of hours worked and adherence to Agency policies and procedures-- Minimize call escalation through effective coaching, support, supplemental training and understanding of departmental procedures to maximize utilization of resources-- Document attendance, verify weekly timesheets, monitor available leave and schedule adherence, approve and deny leave requests, and track FMLA usage-- Accountable for fact finding and grievances such as attendance, misconduct, policy violation, performance, etc.-- Creates, assigns and tracks individual, team and department goals in order to maximize performance levels.-- Monitors and adjusts staffing levels to ensure service levels are being met by focusing on escalated and help spits.-- Review process, internal policies and procedures and initiate changes to ensure compliance and/or improve business processes through development and execution of special projects.-- Handle all escalated issues promptly and accurately using appropriate documentation and follow-up.-- Reviews audit findings, state and federal guidelines, internal policies and procedures and initiates changes to ensure compliance.-- Continually look for ways to improve team’s performance by identifying and implementing work efficiencies through process improvement techniques-- Act as point of contact for escalated account issues or problems that occur in which other staff needs assistance including directly responding to escalated calls from customers and trains this knowledge with representatives.

• Train on sales techniques such as closing, meetings, and qualifying customers• Maintained proper technical knowledge• Guided customers from presentation to delivery of a vehicle• Deal with customers on a daily basis and ensure perfect customer service

• Completed Training on Mortgage, Investor Relations, FDCPA, FHA Investor Guidelines• Have maintained excellent performance reviews• Utilized Organization, Prioritization, and Time management skills to complete tasks• Served as a liaison to administrative areas within the bank • Managed complex account relationships with emphasis on financial analysis and credit action • Managed relationships within the internal department and with business partners• Oversaw a broad set of activities that include managing a portfolio of loans in default, loan modifications, document validation, second mortgage modifications, short sale/DIL, impounding, escrow, and investor approvals• Worked in a high-volume, highly regulated industry while exceeding goals• Work with other departments to resolve issues with transactions, contractual agreements, or financial status of accounts• Gained extensive knowledge of banking regulatory procedures revolving around the mortgage industry

• Frequently used public speaking skills to deliver messages to a group of people and have been awarded for doing so.• Understand and adapted to Federal Regulations on Title IV Funding• Worked with an average student portfolio ranging from 2000 to 3000 students at any point of time• Rolled out process changes on a weekly basis• Developed goals for my Finance Staff of 12-15 that directly impacted other departments• Worked with Director of Finance and Vice President of Finance to establish goals for the department• Handled and resolved escalated customer situations• Responsibilities Included Managing accounts receivable $1.5 Million on average• Observing team conversations and coach to create better customer service• Audited accounts for accuracy in accounting, internal processing• Held huddles/team meetings to plan and direct staff towards goals daily which included new student enrollment, readmission of previous students, setting financial plans, and collection of past due balances• Completed employee quarterly/yearly reviews for employee incentives• Worked Accounts Receivable from 45 days delinquent to 120+ days• Gained Experience in team motivation by leading committees• Gained experience of Business ethics and professionalism/executive presence• Developed skills to identify problems within a team and find solutions to fix them