Customer Service Management

Lisa F. Siudym

**** *** ****, ***** ***

Winter Park, FL 32789

816-***-**** Cell

*******@*****.***

EMPLOYMENT

Higher Education Consultant

July 2008 - present

. Work in an advisement capacity with institutions of higher education

on the initiation, evaluation, and improvement of their processes

including financials, budgeting, enhance areas for student success,

improved file production and aid packages for each start, reduced bad

debt, reporting, ensured 90/10, financial aid, default prevention

strategies, scholarship and enrollment management programs;

implementation of enhancements for first year students along with

improvements for the student experience

. Responsible for assisting with aid for multiple campuses and for

online classes, developed and implemented the initial work for the

establishment of new campus sites

. Conduct higher education research and studies; maintained records,

provided guidance with accreditation & strategic planning process,

review of compliance issues, policy & procedures, and current

recruitment/retention strategies; enhancement of technology, assisted

institutions on improving process & procedures in order for them to be

using best practices, review of publications, outreach, branding,

early awareness and marketing; enhancement of student learning;

provide training and cross training of staff along with interactive

team building and motivation;

Director of Financial Aid

Missouri Western State University July 2006 - June 2008

. Responsible for all administration of financial aid; developed and

implemented a communication plan, default management plan, enhanced

website, improved customer service, streamlined processing of aid

which included a 48 hour turn around of an aid package. Also developed

a university call center in order to obtain enrollment management

goals and proactive in the management of student loan default,, this

included hiring, training, script writing, and evaluation of staff;

. Reviewed and updated policy & procedures to bring the university into

compliance; acted as key leader in enrollment management & student

services; assisted with the recruitment and retention efforts;

streamlined and assisted in making the scholarship

application/awarding process via the university website;

. Improved relationships with other departments, faculty, along with

community agencies and our high school counselors; improved the

"quality" of the student being admitted (higher GPA & test scores);

assisted in the efforts to increase the number of students living on

campus; trained staff in the financial aid and business offices to

better utilize SCT Banner; developed reports that allowed for

forecasting and made decisions that were based on data; implemented a

process for benchmarking; assisted with the development of a new 5

year strategic plan;

. Completed the start up of new off site campuses and financial aid for

on line students

. Established additional funding for our non-traditional students (40%

of the student body); assisted in the implementation of a new program

that increased diversity on campus; graduate school programs, improved

staff morale while increasing motivation and productivity; encouraged

cross-training along with opportunities for personal and professional

growth; built a strong team of aid professionals

Associate Director of Financial Aid

Kettering University March 2003- April

2006

. Responsible for the administration of all loans including origination,

disbursement and reconciliation; compliance issues and management of

the department in the day-to-day operations including hiring,

training, & evaluating staff, was the liaison with internal and

external clients; assisted in the development, implementation and

maintenance of new programs and processes.

. Streamlined policy & procedures, established goals, and long-range

planning; performed financial management for the Financial Aid &

Business Offices, and completed budget preparation; developed

departmental reports; improved office relations and customer service;

was a key lead in the area of enrollment management; implemented

student success strategies; responsible for staff production of files,

professional judgment files, team building, and cross training;

enhanced website and publications annually, responsible for student

relations and customer service; improved communication both on & off

campus

. Developed & implemented fundraising efforts along with corporate

sponsorship of current students

. Established a call center that included recruitment, training, staff

development, and evaluation as part of enrollment management

initiatives

. Responsible for aid administration for all on line programs including

those at the master degree level

Associate Director of Financial Aid & Student Services

Oakland University January 1992-January

2003

. Assisted with accreditation & strategic planning, budget development,

policy and procedures, and ensured compliance of all programs.

. Responsible for the satellite campuses aid packaging, customer

service, training and evaluation

. Managed all student employment (federal, state and institutional

employment), veteran certification and advising; packaged aid,

reviewed files for verification, and requests for professional

judgment.

. Served as the key leader of the Enrollment Management Task Force for

both undergraduate and graduate students, orientation team and

international student liaison

. Primary liaison with students, staff and community outreach within the

student services division. Implemented processes for loan default

management, the recruitment and retention of students. Made decisions

based on data, established bench marking in order to determine trends,

forecasting and provided statistics.

. Implemented improvements in the area of customer services, trained and

cross trained staff, developed a walk-in advising system, improved

communication,

. Streamlined all processes, developed training material, trained &

cross trained staff under our newly formed "one stop shop "

. Worked with the marketing department to insure all printed material

was clear, concise and timely, enhanced the website pages for all

areas of student services; assisted in branding of the university;

. Developed an outreach program for minority, first generation, and re-

entering students, shared the program with my colleagues and state

association members

. Worked as a consultant on an "as needed" basis (outside of university

hours)

Director of Financial Aid and Student Services

St. Clair County Community College November 1983-1991

. Complete operation and supervision of the aid office along with

leadership of the offices under student services.

. Prepared all reports, administered all aid programs including Federal,

State and Institutional according to regulations, institutional

guidelines and in order to be in compliance

. Developed and implemented outreach and early awareness programs in an

effort to increase diversity and for first generation students

. Managed student employment and training programs. Counseled students

on academic progress, participated in orientation and recruitment for

new, transfer and international students.

. Responsible for the marketing of the department, preparation of news

releases, kept the community aware of the function and activities of

the office. Chaired the committees for FERPA, academic progress and

leveraging of scholarships.

. Established policy and procedures, chaired scholarship committee, gave

aid presentations on and off campus.

. Assisted with grant writing, established endowments, fund-raising and

worked within a budget.

Education

Wayne State University, Detroit, Master of Education - Counseling

Wayne State University, Detroit, Bachelor in Arts - Speech/Communications

and Public Relations

St. Clair County Community College, Port Huron, MI - Associate Degree in

Liberal Arts, General Education

COMPUTER PROFICIENCY

Experienced in SCT Banner (over 14 years), PeopleSoft (7 years), Datatel (4

years), Access, Word, Excel, PowerPoint, ELM and Department of Education

software, NSLDS, COD, EdConnect, CampusVue, Global software and

Clearinghouse

PROFESSIONAL AFFILIATIONS

NASFAA, MASFAA, MSFAA, MASFAP AND AACRO

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