Manager Customer Service

Location:

Maricopa, AZ

Posted:

February 12, 2013

Contact this candidate

Resume:

Delphine Rassas

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

Address: ***** * *** ****** **

City: Maricopa

State: AZ

Zip: 85138

Country: USA

Phone: 480-***-****

Skill Level: Experienced

Salary Range: $40,000

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

Delphine S. Rassas

43853 W Rio Grande Dr

Maricopa, AZ 85238

480-***-****

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

Highlights of Qualifications

* Oral & Written Communication

* Interpersonal Skills

* Flexibility

* Attention to Detail

* Persistence

* Customer Service

* Up-selling

* Reliability

* Endurance

* Multicultural Competency

* Dynamically Oriented

Education

Masters in Business Administration.

Ottawa University; Phoenix, Arizona. March 2012.

Bachelor`s in Interdisciplinary Studies, concentrations in Business and Communication.

Arizona State University, Tempe, Arizona. May 2008.

Experience

Operations Specialist-Contractor October 2012-February 2013

Volt Workforce Solutions-- Charles Schwab Bank, Phoenix, Arizona

* Collaborated with internal partners in delivery of timely and accurate information in response to inquiries and/or service issues.

* Utilized at least 7 different applications at one time, including Windows, internet researching, database systems, and email.

* Actively navigated between multiple computer programs at any one given time, on dual monitors; while speaking with clients or other Schwab team members.

* Collaborated with others on a small team of 10 -15 Schwab professionals to resolve complex client inquiries, and develop knowledge of Schwab products and services.

* Sorted and analyzed incoming documents, scanning documents into our imaging system and indexing them into proper workflows.

* Endowed productivity, quality, accuracy and accountability.

Student Finance Representative August 2012-October 2012

Everest University Online, Tempe, Arizona

* Conducted financing interviews with reentering and continuing students.

* Provided customer service and answer student inquiries regarding financial status.

* Assisted students who have had an interruption in their educational program with any financial issues upon their return.

* Provided students with accurate information regarding the application process, loan counseling and their eligibility for State/Federal financial assistance, alternative financing, contracts and/or institutional payment plans.

* Informed students of their financial obligation, the institution`s financial aid options, and financial policies and procedures as related to their educational expenses.

* Determined Title IV eligibility through an approved needs analysis Financial Aid software system for students requesting Financial Aid.

* Advised students of their obligation to provide accurate information and the potential consequences related to their application and funding process.

* Reviewed financial applications and disclosure statements for completeness and accuracy.

* Updated appropriate systems to ensure the timely processing, funding, billing and collections of the package selected.

* Maintained approved tracking system for applications and missing documents to allow for timely follow-up and completion in accordance with Company policies and procedures.

* Monitored the status of all pending student loan documents (federal, state or credit) in order to maintain an accurate accounting of each student`s financial aid package through first disbursement.

Financial Aid Counselor/Scholarship Specialist November 2011 - May 2012

Arizona State University, Tempe, Arizona

* Worked closely FA Senior Coordinator to improve financial aid fiscal accountability, planning, and reconciliation

* Ensured fiscal responsibility in scholarship fund management, disbursement, and recovery

* Interpreted laws, rules, regulations, and policies related to student financial assistance regarding scholarship awarding and apply these interpretations to donors and/or students

* Maintained active involvement in professional networks at regional and state levels

* Assisted in the preparation of information regarding scholarships, employment and grants for various campus groups, workshops or orientations

* Analyzed various system generated reports to verify continued compliance and eligibility of students receiving aid under federal and institutional guidelines

* Interfaced with students, agencies, donors, and institutional representatives to resolve issues.

Financial Aid Advisor May 2011 - July 2011

Bryan College (Online), Tempe, Arizona

Answer questions, inquiries or requests from students, via phone, electronic communication, and Elluminate sessions regarding available financial aid programs and eligibility

Evaluate financial needs of students depending on financial status and interviews

Award financial aid according to government and institutional regulations and guidelines in respect to Title IV funding

Counsel and advise students about financial aid eligibility, application procedures, aid programs, costs, indebtedness, money management and financial planning

Financial Aid Officer May 2010 - March 2011

Pima Medical Institute, Mesa, Arizona

Evaluate financial needs of students from of financial status and personal interviews

Award financial aid according to government and institutional regulations and guidelines

Counsel and advise students about financial aid eligibility, application procedures, aid programs, costs, indebtedness, money and management and financial planning

Individualize information to the particular needs and situation of the student

Collect and/or analyze financial data on students to determine aid eligibility and make awards within federal, donor and/or institutional guidelines

Evaluate mitigating circumstance documentation or information provided by the student; exercise judgment by making adjustment or revisions to costs, contribution, and need or dependency status as exceptions to the prescribed process

Answer questions, inquiries or requests from students, parents, or guardians in person or in writing regarding financial aid programs and eligibility

Assist in the preparation of and present information regarding federal financial aid, scholarships, employment and grants for various campus groups, high school students and parents at meetings, group discussions, workshops and recruitment sessions

Analyze various system generated reports such as grades and enrollment status or award status to verify continued compliance and eligibility of students receiving aid under federal and institutional guidelines; notifies students of changes in eligibility of awards and alternatives to amend the situation

Interface with students and lenders, employers, donors, guarantee agencies and/or staff to resolve issues

Assist with other financial and activities such as outreach, reporting and monitoring

Administrative Assistant August 2008 - May 2010

Pima Medical Institute, Mesa, Arizona

Provided administrative support for the entirity of the campus population including but not limited to admissions, instructors, financial aid, and registrar, career services, bookstore, student services; as well as prospective students and campus visitors

Maintained and supervise student monetary accounts on Campus VUE

Processed all financial transactions for Accounts Receivable

Assisted Office Manager with posting tuition and semester charges

Produced daily and monthly bank deposit reports

Assisted Registrar with transcript request line

Enrolled and register students in courses

Assisted in proctoring and scoring all entrance exams (i.e. Wonderlic)

Supervised attendance and grades by running daily reports

Managed archive academic file requests for graduates

Managed Student Referral Program through Microsoft Suite database programs

Assist Office Manager in conducting interview screening process and phone interviews

Retained repositories of syllabi on file via Blackboard

Assisted office manager in preparing and uploading faculty workload (i.e. tracking attendance, grades)

Oversaw accurate completion of faculty's reports and dossiers

Planned and organized orientation sessions regarding associate degree programs for academic advisors

Attended open-house and outreach programs for prospective students in conjunction with Admissions and Career Services

Processed student requests for general circumstances

Assisted Student Services in processing paperwork containing student requests for course add/drop, transcript requests, credit transfers, leave of absences, DES forms, or any exceptions to established policies

Provided supporting materials for instructors' use of teaching tools

Developed collaborative professional relationships with faculty members to facilitate classroom orientations

Assisted Student Services and Instructors in tracking and monitoring students' progress towards graduation requirements

Utilized student portal and institutional handbook as a reference for academia services and features

Maintained and tracked records and databases of student academic results

Provided tutorial PeopleSoft, Moodle, and Campus VUE to faculty for purposes of attendance and grade entry, as well as assignment activities

Able to perform almost all activities and responsibilities of Office Manager

Professional References

Bill Ward

Food and Beverage Manager

Benchmark Properties

480-***-****