Customer Service Manager

**** ******** ***** **, *******, GA

*****.***-***-****.*************@***.***

Jennifer Nelson-Criss

Objective

To obtain a position in Financial Aid Office utilizing my counseling,

program management, ability to interpret and evaluate financial records

skills.

Experience

8/2008-present Georgia Technical Institute of Atlanta, GA 30032

Technology

Financial Aid Counselor II

Counseling to prospective, current students and parents on financial

aid eligibility, cost of attendance, budgets, and general financial aid

policies and procedures. Average case load 4000 students

Processing Satisfactory Academic Progress appeals and professional

judgments

Review student packaging, verification ensuring consistency with

institution, state and federal guidelines

Currently managing transient student financial aid program and created

tracking program for better processing

3/2005-7/2008 University of South Carolina-TRIO Columbia, SC 29208

Program

Educational Talent Search Counselor/Upward Bound Counselor

Advised and assisted first generation, lower income high school

students in the areas of post-secondary academic preparation, career

opportunities including the college application process, research of

available private and public financial aid resource.

Assisted in the planning and operation of a five-week academic summer

residential program

Planned and presented Financial Aid Workshops

Plan and present Financial Aid Workshops for program and high schools

Software manager and trainer for entire department

Average caseload of high school students served-30-90

6/2004-3/2005 Sterling Sharpe Pediatric Clinic Columbia, SC

29202

Customer Service Supervisor

Supervised customer service representatives in areas of basic customer

service, scheduling, counseling, and overall job performance, including

completing annual evaluations

Managed facility with over 5000 clients

Responsible for completing annual evaluations, including job

performance on representatives

Responsible for training and orientation of new representatives

Responsible for reviewing and maintaining up-to date HIPPA, coding and

billing information for the clinic

3/2003-3/2004 Midlands Technical College Columbia, SC 29205

Financial Aid Advisor

Served as a key information resource for terms, requirements and

conditions of the Title IV and alternative loan program

Reviewed and processed professional judgment appeals using institution,

state and federal guidelines

Completed packaging, verification for average caseload of 1500 students

Counseled student on completing the FAFSA, budgeting and basic

financial aid rules and regulations

1999-2001

State University College at Plattsburgh

Plattsburgh, NY 12901

Veterans Affairs Office Manager/ Financial Aid Advisor

Counseled average caseload of 1200 students on FAFSA processing,

understanding their awards and basic financial aid knowledge

Overall management of campus Veterans' Affairs Office including, budget

management, payroll hiring and supervision of part-time work-study

students

Financial Aid Advisor for all Veteran students, including determining

eligibility for all areas of financial aid.

Education

2008 University of Phoenix (Ground Columbia, SC 20223

MBA Campus)

Masters of Business

Administration

Minor: Human Resources Management

1998

BS

State University College at Plattsburgh

Business Administration

Plattsburgh, NY 12901

Technology

Banner, Microsoft Office including Word, Access & Excel, SQL, Datatel,

Blumen, VACERT

References

References are available on request.

Contact this candidate