Quality Assurance Customer Service

Roslyn Lalor

**** * ********* ** #**

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

Chandler, AZ 85226

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

Commitment Strategy Performance

Critical thinker and problem solver with a strong financial Aid background,

looking to obtain a challenging position with growth and potential.

Consistently recognized as being a top-performer and has a natural affinity

for exceeding goals and expectations. Builds positive professional

relationships and has realized great success in direct dealings with

individual and corporate clients. Is passionate about the opportunity to

apply high levels of performance and commitment to situations.

Areas Of Expertise

Leadership/Professional Coaching Department Processes

Development Public Speaking Document Preparation

Financial Analysis Training/Team Building Office Management

Process Improvement Customer Service Quality Assurance

Attention to Detail

Professional Experience

Edmc November

2012-current

Associate Director for Reconciliation and Origination Changes

. Manage teams assistant directors

. Work with all campuses affiliated with EDMC both online and ground

(AIO, AUO, SUO, AU, SU and BMC)

. Build/Create Training Material

. Enhance teams processes to create a more streamline and efficient

process

. Communicate and collaborate with other departments

. Create and develop employees

. Set manageable and attainable goals

. Ensure the team meets and or exceeds all goals set forth either as a

team or company wide

. Coach and professionally develop all employees

. Promote teamwork and collaboration

. Meet all campuses service level agreements

. Boost team moral when needed

. Create and manage company spirit week every quarter end

Associate Director for OHE Packaging

October 2011-November 2012

. Manage teams assistant directors

. Work with all OHE campuses affiliated with EDMC (AIO, AUO and SUO)

. Build/Create Training Material

. Enhance teams processes to create a more streamline and efficient

process

. Communicate and collaborate with other departments

. Create and develop employees

. Set manageable and attainable goals

. Ensure the team meets and or exceeds all goals set forth either as a

team or company wide

. Coach and professionally develop all employees

. Promote teamwork and collaboration

. Meet all campuses service level agreements

. Boost team moral when needed

. Create and manage company spirit week every quarter end

. Generated and distributed weekly statistics, company-wide, that

reported on the corporation's portfolio capacities and tracked

increases and decreases for the month.

. Demonstrated proficiency in Microsoft Windows, Word, Outlook and Excel

through daily utilization; also intermittently used PowerPoint to

create presentations.

. Went above and beyond the scope of the position, accepting

responsibility for special team projects, meeting organization, and

other challenges.

Roslyn Lalor - Page 2

. Provide quality assurance on packaging file types sent to manager so

that they could coach the appropriate processor

. Monitored correspondence and collaborated with other departments to

resolve issues as they arose.

Campuslogic

Lead Trainer

Applied the utmost effort to every task and consistently exceeded goals

that were set forth.

. Build/Create all material for training classes

. Conduct all training classes

. Create games/icebreakers for all the training classes

. Asses new clients by creating questionnaires to help determine the

scope for each individual client

. Maintain all projects with written policy and procedure updates and

clarification on existing and potential new projects

. Kept employees apprised on national legal regulations, restrictions,

and company policies.

. Contributed to updating the company's training modules and

participated in training tutorials.

. Went to conferences, not only attended sessions, but had scheduled

time at the company booth where I spoke with others about all services

provided by our company

. Worked as a consultant on projects that called for assistance on site

for clients

. Have experience training Packaging, verification and Return to Title

Four

. Develop leadership skills within myself and my fellow trainers

. Provided positive and constructive feedback when requested or found

necessary

Aesthetic surgery ireland- dublin ireland

Lead Administrative Assistant

2008-2009

. Worked with five cosmetic surgeons.

. Worked with all patients face to face and took care of all their needs

before and after surgery.

. Booked all patients into the necessary hospitals.

. Scheduled all appointments for new and already existing patients.

. Responsible for answering phones.

. Maintained the surgeon's schedule.

. Responsible for all the insurance claims for certain surgeries.

. Handled the money for the consultations as well as the surgeries.

. Prepared patients for the surgery with estimates of cost and what to

do the day before surgery.

. Prepared all patients charts for new and existing patients for the day

they were scheduled.

. Typed the dictation from the surgeon and mailed the letters to the

GP's and to the Insurance companies.

. Ordered all supplies for the office.

Title prorgram administrators- PHOENIX, AZ

2006-2008

Account Manager

Performed multiple functions, maintaining communication with different

external parties, to reach resolution.

. Work with Errors and Omissions Insurance for Title agents, Abstract

searchers, and Escrow Closers

. Maintain a book of business for the company

. Review and submit all renewal applications to the carrier

. Review all renewal quotes as they come in

. Submit the quotes to the insured

. Renew the account for a following year

. If needed will market out to a different carrier for a better

competitive rate that will better suit the insured's request

. Review claim data/information that has been submitted to the carrier

. Liaise with Clients dealing with their questions and concerns

. Renew the surety, fidelity, and notary bonds of the insured

. Request for new bonds, if needed for the insured

. Handle all necessary cancellations and reinstatements of policies and

or Bonds

Roslyn Lalor - Page 3

Truwest Credit union- PHOENIX, AZ

2005-2006

Teller

. Responsible for all transactions. Withdrawal and deposits

. Responsible to offer member any services that would better their

finances

. Helped member understand transaction history

. Processed requests by members based on their accounts

. Took care of daily tasks for the credit union i.e. ATM's

. Met goals that were set for me daily and weekly

Apollo group, university of phoenix on-line- PHOENIX, AZ

2004-2005

Financial Counselor

. Responsible for processing and maintaining current and new students

finances

. Create and Process Financial Invoices

. Motivate towards retention of current students

. Analyze Data on current and potential new students

. Completed Documentation review to ensure completeness and accuracy

. Help maintain accounts to bring to current status

. Help Maintain student accounts current by performing Bi-weekly audits

. Assist Students with financial questions and concerns regarding their

academic responsibilities

. Maintain compliance standards and meet regulation deadlines

. By ensuring accounts were current

. Processing Current Student Academic Transcripts

. Trained new hires, assisting them with question on policy and the

decision process

. Recognized as Top Performer within Apollo Group (Top Ten Performer)

. Create and Process financial invoices

Education & Professional Development

Phoenix College - (2005-2007) Phoenix, AZ

Computer Skills: SMART, CampusVue, ImageNow, FAME, Peoplesoft, ELM, COD,

NSLDS, Microsoft Office (Word, excel, access, PowerPoint and publisher)

Top Performer Award (2004)

Contact this candidate