Customer Service Office Staff
Resume:
ROBERTA WILLIAMS
**** ****** *** *** *** ! Long Beach, CA 90807 ! 562-***-**** ! *******.**********@*****.***
S kills and Qualifications
Academic & Faculty Liaison Cal Grant Expert Registration
! ! !
Student Accounts
Accounts Payable & Receivable One Stop Trainer !
! !
Student Services
Bilingual in English & Spanish Persistence and Retention !
! !
P rofessional Development
Ameritas College of Brandman University 2/2012 to Present
S tudent Finance M anager
• Oversee college’s day to day operations of Interface with Brandman’s IT department to ensure
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department and service to students and families effective implementation of tuition and fees
• Support and supervise One Stop staff workflows to Forecast start rates for upcoming trimesters
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ensure optimal customer service Interpret financial aid regulations for institutional
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integrity
• Hire, train and coach Student Success Specialists
with financial aid, academic, and registration Outreach to students regarding their academic
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processes progress and provide action plans for improvement
• Counsel new and continuing students, parents, and Establish mechanisms for tracking, reporting, and
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staff regarding federal, state, and institutional assessing outcomes for start rates, customer
guidelines satisfaction, financial aid and academic advising
• Review Professional Judgments in the Inland Update institution’s policies and procedures
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Empire Implemented McCann assessment for new students
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• Oversee accounts receivables for active and inactive Counsel new and continuing students regarding
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students their Educational Plans
• Attend bi-weekly Brandman University’s directors New Student Orientation administrator
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meeting Oversee Financial Literacy program
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DeVry University – Long Beach, CA 11/2009 to 7/2011
S tudent Finance M anager
• Administered Federal Work Study Program Attended weekly directors meetings and
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provided updates
• Reviewed Professional Judgments for the Long
Beach, Irvine, and Anaheim campus Managed write offs and Bad Debt for active
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and inactive accounts
• Counseled new and continuing students, parents,
and staff regarding the financial aid process Administered Long Beach Metro’s institutional
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funds and Federal Work Study Program
• Outreached to prospective students and parents at
National Open House and Orientation Hired, trained, and supervised financial aid
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staff of seven
• Monitored Third Party Billings
Implemented Financial Literacy program for
• Audited student files and third party payments •
Southern California Metro
• Reviewed the A/R for Long Beach, Anaheim, and
Responsible for Financial Aid & Cal Grant
Irvine •
Workshops
• Worked closely with interdepartmental
Cleared new and continuing students with
departments to ensure optimal world class •
registration and clearance of SAP appeals
customer service
ROBERTA WILLIAMS
3500 Linden Ave Apt 203 ! Long Beach, CA 90807 ! 562-***-**** ! *******.**********@*****.***
WyoTech – Long Beach, CA 11/2006 to 7/2009
S tudent Accounts Director
Counseled parents and students regarding the
• Managed A/R and Collections for Active and !
various financial aid programs
Inactive student accounts
Cal Grant Administrator
!
• Hired, trained, and coached staff in the Business
Assisted students, parents, and staff with
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Office and Financial Aid Office regarding
contracts with third party agencies such as VA,
institution’s policies and procedures
EDD, and GAIN
• Troubleshoot any loan disbursement issues to
Attended yearly financial aid and student
!
ensure funds were funded
accounts trainings
• Reconciled monthly Cash Receipts Journal
New Student Orientation administrator
!
• Updated Student Accounts & Financial Aid Reconciled Title IV, state, and institutional
!
Office staff policies and procedures disbursements
• Supervised drops and re-entry calculations for Counseled students with student loan exits
!
federal, state, and institutional funds repayment options
• Administered institutional loan program Monitored Bad Debt
!
• Worked closely with Director of Financial Aid
and Corporate Financial Aid Regional
Otis College of Art and Design 4/2002 to 11/2006
A ssistant Director, Financial Aid
• Responsible for dataload via Banner and Ed Implemented and conducted financial aid
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Express seminars to prospective students and parents;
Counseled students regarding default
• Counseled prospective and continuing students
prevention
regarding the financial aid process
Updated policies and procedures for
• Reviewed Professional Judgments •
institution’s financial aid workflows
• SAP Appeals Committee member
Responsible for Pell Origination via COD
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• Assisted with internal audit file preparation
Assisted with the Cal Grant Audit
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• Verified financial aid documents including
Cal Grant administrator and trainer
personal and business IRS tax forms; in •
accordance to federal and state regulations for Trained new staff
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undergraduate & graduate students Supervised Work Study Students
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• Host financial aid workshops in English and Worked closely with inter-departments to
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Spanish ensure all students completed enrollment
process
E ducation
California State University Long Beach – Long Beach, CA 2014
C andidate f or Master s i n Public Administration ( M PA)
California State University Dominguez Hills – Carson, CA 2000
B achelor o f Arts – L iberal Arts
Los Angeles Trade Technical College – Los Angeles, CA 1997
A ssociates of Arts – L iberal Studies
F inancial Aid M anagement Systems
Powerterm, Banner, Web Grants, NSLDS, COD, SAS, Saint Director, Eassist, and OpenNet
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