High School Quality Control

Alicia Taylor

DAP/DM Collector - Nelnet Inc

Denver, CO

******.********@*****.*** - 720-***-****

Dedicated, career focused professional seeking a challenging and ethically rewarding position. Where

ambition, strong work ethic, and loyalty will be rewarded with recognition, and advancement within the

organization.

WORK EXPERIENCE

DAP/DM Collector

Nelnet Inc - March 2014 to Present

Contact borrowers via telephone to collect payments on past due loans in order to meet collection targets set

by the department. Determine the most appropriate solution to prevent further delinquency. Protect federal

insurance and minimize loan losses in order to improve the financial health of Nelnet, our schools, borrowers,

lenders, and guarantors.

Quality Results Specialist

Nelnet Inc - April 2006 to March 2014

Contribute to Continuous Process Improvement. Organize and oversee workflow, ensuring daily/weekly/

monthly goals are achieved. Serve as a resource person and subject matter expert within area. Provide

training, cross-training, and mentoring support to the team. Serve as a liaison between Supervisor, team, and

other departments with regard to resolving problems and/or issues, while assuring open communication lines.

Display & explain performance data to team members to aid in the evaluation of team members and feedback

including staff audits and calibrations. Perform designated quality control functions to minimize department

risks and provide feedback to Supervisor, utilizing statistical data (productivity rates, error rates, and month

end reports). Lead and/or participate in special projects.

Pre Claims Specialist

Nelnet Inc - May 2003 to April 2006

Worked to ensure required due diligence is performed accurately on all delinquent accounts to ensure there

are no monetary losses due to RCA. This position required the ability to work independently, maintain good

time management, and extreme attention to detail using judgment and analysis.

Consolidation Advisor

Nelnet Inc - March 2003 to May 2003

Servicing inbound/outbound calls for consolidation. Assisted borrowers with the consolidation process.

Supplemental Leader/Collector

Nelnet Inc - July 2000 to March 2003

Assist the supervisor with the planning, organizing, leading and controlling aspect of the Supplemental

Department. Quality-checked employee work process, enter check-by-phone payments into system, and track

and audit time and attendance. Consistently performed at the top of my group for 22 consecutive months. This

position required strong math aptitude, excellent written and verbal communication skills.

Skills

• Proficiency with MS Word, Excel, and Windows.

• Type 45-50 wpm

• Ability to lead and function within team environments

• Strong oral and written communication skills

• Strong time and multitasking management skills

EDUCATION

High School Diploma

Community College of Aurora

August 1994 to May 1999

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