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Customer Service Microsoft Office

Norwalk, Connecticut, United States
February 06, 2018

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Kaitlyn Zimmerman

Norwalk, CT *****

(717) ***-****


Millersville University, Millersville PA

Bachelors of Art in English, May 2016

Focus: Linguistics

Minor: International Studies

Cumulative GPA: 3.31/4.0


The Impact of Progressive Attitudes on Gender Inequality, August 2015- December 2015

Quantitative study on the impacts of progressive attitudes on gender inequality in Argentina for International Studies Senior Seminar Course

Presented at Made in Millersville Conference, April 2016

What’s in a Name?, January 2015- May 2015

Qualitative study on the word “Christian” and its varying social meanings for Ethnographic Methods Course


When A Church Mobilizes Children, August 2015

Autobiographical account of my experiences in Honduras


Pennsylvania Higher Education Assistance Agency, Harrisburg PA, Business Writer, December 2016-January 2018

Responsible for updating, reviewing, and managing 55 procedures in the Direct Loan Consolidation Department

Publish 23 procedures never approved by compliance previously

Wrote 4 new procedures never before documented by the Direct Loan Consolidation Department

Create an organizational system for managing all 55 procedures

Work with the compliance department to make sure all processes and procedures are compliant with federal (FSA) and state regulations for consolidation student loan processing

Train a new business writer in procedure writing and agency expectations for publishing procedures

Work with management to send accurate communication to staff about procedure updates and clarifications

Use surveys and error tracking to monitor communication effectiveness

Work with Business Support System Analysts and Production Support Analysts to predict internal or external CRs (Change Requests) impact on procedures and update accordingly

Pennsylvania Higher Education Assistance Agency, Harrisburg, PA, Student Loan Counselor, November 2016-December 2016

Pass student loan counselor training with a 3.8 GPA, and upon completion had a working knowledge of Title IV and private student loans.

Advise student loan borrowers of their repayment options including Public Service Loan Forgiveness, Income Driven Repayment plans, deferments, and forbearances

Take loan payments over the phone

Advise student loan borrowers what documentation is needed to process their student loan repayment requests

Freelance, Editor, April 2016-Present

Editing grammar and overall organization of content for authors in person and online

Music for Everyone, Lancaster, PA, Journalism Intern, January 2016-May 2016

Write 5 blog posts, 3 website updates, and a press release about MFE

Sit on board for choral festival, help brainstorm for the event, and assist day of in radio advertising, setup and tear down, collect and count donations

Advocated for the non-profit through working the table in exposure events, educating the community about MFE’s goals

Plan and execute a fundraising event to help support the non-profit

Head of 2 successful social media marketing campaigns

Chryst Writing Center at Millersville University, Millersville, PA, Tutor, September 2015-May 2016

Work with students to correct their grammar, citation formatting, and cohesiveness in papers

Responsible for data input and statistics for appointments

Applebee's, Mechanicsburg PA, Host/Server/Carside To Go/Expo, April 2013- September 2016

Train new hosts, pleasantly greet and seat guests; maintain positive customer service

Use a point of service machine to put in guest’s orders


UE Camp, Conestoga PA, Staff, June 2016

Led a group of high school students in service leadership and character development

West Shore Evangelical Free Church, Mechanicsburg PA, Team Leader, January 2016 - July 2016

Assembled team of 20 5th and 6th graders and adults, prepare, and lead the team to

go on a mission trip to Honduras

West Shore Evangelical Free Church, Mechanicsburg PA, Intern, January 2014 - July 2014

Reported to internship manager, prepared and led a team for a mission trip to


Forgotten Voices, Dillsburg, PA, Research Volunteer, April 2012- October 2012

Researched nonprofits helping with water supplies for Zambia and Zimbabwe


Language: Proficient in conversational Spanish

Computer: Microsoft Office (Word, PowerPoint, Outlook, and Excel), Google docs, Compliance360, Confluence

Social Media: Facebook, Instagram, YouTube, Twitter, and Google+

Clearances: FBI, Pennsylvania State child abuse, and mandated reporter


Oxford University, Oxfordshire, United Kingdom

Study Abroad Student, July 2015

University Christian Fellowship (UCF), Millersville, PA

Leadership Team Member, August 2015- May 2016

Bible Study Leader, August 2014- May 2016

Outlet (Weekly Worship Night), Millersville, PA

Administrator, August 2015- May 2016

Worship Leader, January 2015- May 2016

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