Customer Service Project Manager

DEBBY WILLIAMS

*** ******** **. **** 813-***-****

Seffner, FL 33584 Cell 813- 770-8625

Email ************@*****.***

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EXPERIENCE PROFILE

Highly qualified and motivated student advisor and program administrator with more

than 20 years of experience in successful leadership and administrative roles in the public

for- profit arena with the last 4 four years being in the non-profit sector. Reliable self-

starter with a proven record of managing effective organizational operations in a fast-

paced detailed orientated, compliance driven environment. Successful history of creating

organizing, developing, implementing and mentoring in a leadership capacity.

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PROFESSIONAL EXPERIENCE

University Financial Aid Solution (UFAS) 2010 - present

Lead Financial Aid Advisor

• Supervise financial aid advisors and oversee daily departmental operations.

• Analyze and plan for student’s financial needs including private, State, and

Federal funding opportunities.

• Assist students in understanding compliance regulations when administering

private, State, and Federal financial aid

• Compare ISIR and verification documents

• Verification of documents for accuracy

• Motivated self- starter requires limited supervision

• Review and evaluate NSLDS and COD history

• Originate loans and set disbursement dates

• Maintain deadlines for follow-up

• Review for SAP compliance

• Professional attitude when dealing with customers

• Package financial aid awards based on student eligibility

• Maintain confidentiality and integrity when dealing with sensitive information.

Key Accomplishments

• Achieved excellent record for meeting program monitoring and production

standards.

DEBBY WILLIAMS

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• Developed partnership and positive relationships with inter-departments and

satellite sites to further UFAS mission and goals while creating standard operating

procedures to increase service delivery.

Saint Leo University 2008 - 2010

Financial Aid Advisor/Customer Support

• Analyze and assess student financial aid awards and opportunities for all students.

• Respond to email request from students concerning financial aid issues.

• Provide students with excellent customer service.

• Work with AR/AP to ensure that payments and adjustments are made on student

accounts.

Key Accomplishments

• Achieved excellent record for meeting program monitoring and production

standards.

• Working knowledge of Excel, Word and Outlook

Tampa Electric Company 1999 -2002

Customer Account Specialist

• Administered the training program for newly hired meter readers

• Supervised and managed career development of BCE students

• Assisted Project manager with efficiency study for Customer Service staff

• Managed the daily operation which includes data collection, record keeping and

reporting.

• Maintain Excel spreadsheets

Key Accomplishments

• Successfully recruited and trained, and retained qualified staff in key program

positions.

• Collaborated effectively with other supervisors and developed strategies for

promotions

• Identify, developed and implemented consistent service delivery of customer

programs

Peoples Gas Systems (1987 – 1999)

Natural Gas Supply Analyst 1994 - 1999

• Nominated, scheduled and confirmed natural gas procurement on pipeline system

• Maintained data collection and records of all acquired gas purchases

• Effectively secured competitive pricing for gas purchases

• Analyze marketing objectives for gas purchases

DEBBY WILLIAMS

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Key Accomplishments

• Identify, develop, and implement consistent service delivery to end users

• Oversee contract management for accuracy and completion

• Gained successful working knowledge of a very complex industry

Administrative Assistant of Operations 1987 - 1994

• Oversee the daily duties of 33 service and installation personnel.

• Collected, approved and maintain time sheets for service personnel

• Collected and balanced daily cash receivables

• Assigned daily logistics for greatest efficiency of time and revenues

Key Accomplishments

• Develop collaborative relationship with partnering departments

• Effectively managed daily operations and increased staff morale

• Increase proficiency by adding structure and consistency to daily task

SKILLS SUMMARY

Having several years of experience has helped me to enhance my skills in Critical

thinking and problem solving; which are major components that are needed to be

effective in managing a department. As a Financial Aid Advisor I monitor updates and

changes to the DOE compliance regulations. During the hiring process I recruit, select

and train qualified applicants. Collaborate with all levels of management on policy and

program changes to meet program deadlines and compliance requirements.

Software programs that I am proficient in using are Datatel, CampusVue, Powerfaids

and Jenzabar.

EDUCATIONAL QUALIFICATIONS

Bachelor of Arts Business Administration (BA)

Saint Leo University – Saint Leo, Florida

Masters of Business Administration (MBA)

Saint Leo University – Saint Leo, Florida

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