Customer Service Data Entry

KEVIN FLOWERS

***** ********** **** #*** 760-***-****

Mission Viejo, CA 92692 *****************@*****.***

Dedicated and results oriented leader with 28 years’ experience as account analyst and creative problem solver relocating to Southern California. Exceptional account management able to research and resolve complicated process issues. Team player with focus on customer service, productivity and continued process improvement.

PROFESSIONAL EXPERIENCE

National Student Loan Program (NSLP), Lincoln, NE 1988 - 2016

Project Coordinator, Collections 2009 - 2016

●Administered the federally mandated subrogation procedure including phone calls to and from U.S. Department of Education contacts. Computerized the process, increasing efficiency and reducing the loan transfer error rate by 75%.

●Streamlined the rehabilitation loan process, eliminating unnecessary paperwork. Decreased processing time by 50%.

●Developed a more efficient system for aged accounts, saving significant labor and improving account tracking.

●Served as expert liaison for account issues across all departments.

●Worked in call center with inbound and outbound calls to and from student loan borrowers regarding student loan repayment options.

●Received inbound and made outbound calls with assigned collection agency contacts regarding defaulted student loan disputes, resolution, and for statistical data information.

Supervisor, Customer Service 2007 - 2009

●Chaired the Kansas financial aid association committee granting college scholarships including leading out weekly conference calls.

●Supervised staff, solving system and processing problems.

●Handled supervisor transfer calls from student loan borrowers, schools, and/or lenders to resolve student loan application issues.

Coordinator, Customer Service 1995 - 2007

●Oriented and trained regional school financial aid professionals and lenders regarding loan eligibility and loan modification.

●Conducted orientation for new NSLP employees. Created policy and procedure manuals.

●Connected the Department of Education with banks interested in becoming student loan lenders.

●Received calls and follow up return calls to student loan borrowers, schools, and/or lenders regarding the disbursement and/or modification of student loan funds.

Account Representative/Specialist 1990-1995

Data Entry Operator 1988-1990

Education

BS, Business Administration, Union College, Lincoln, NE 1990

Professional Memberships

Nebraska Association of Student Financial Aid Administrators (NeASFAA)

Kansas Association of Student Financial Aid Administrators (KASFAA)

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