Dedicated professional with extensive experience in financial aid counseling and technical support, adept at resolving complex issues and improving operational workflows to enhance client satisfaction.
Extensive experience guiding students through financial aid applications, issues resolution, and disbursement processes.
Proficient in multi-channel communication, delivering tailored support to diverse client needs effectively.
Skilled at diagnosing and resolving workflow and system issues in fast-paced environments.
Able to identify operational bottlenecks and implement solutions to enhance efficiency.
Southern New Hampshire University
Delivered multi-channel support (phone, email, chat, SMS) to guide students through all aspects of financial aid, from application to disbursement. Resolved complex financial aid issues, often serving as the primary point of contact for escalations. Translated federal aid regulations and institutional policies into clear, actionable guidance for students. Maintained performance in a high-volume, fast-paced environment while ensuring compliance and accuracy. Coordinated with cross-functional teams to remove barriers to student funding and enrollment
Alorica
Acted as an internal helpdesk for frontline agents, delivering rapid guidance on systems, processes, and account handling. Diagnosed and resolved workflow and system issues in real time to prevent service disruptions. Interpreted and applied client policies to ensure compliance and consistency. Reduced escalation volume by resolving agent issues at the first point of contact. Partnered with leadership and support teams to address recurring operational challenges
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