Customer Service Quality Assurance
Resume:
Laura Connolly
***************@*****.***
RELEVANT WORK EXPERIENCE
DIRECTOR OF FINANCE AUGUST 2013 - PRESENT
ESI/ITT TECH
Prepare reports and budgets and maintain reliable financial aid data; complete annual and periodic reports as
required by federal, state and institutional offices, to secure and maintain participation in various financial aid
programs
Accountable for ESI departmental budget and credit
Direct responsibility for ensuring regulatory compliance in all areas, including federal, state and college policies
and guidelines
Oversee institutional scholarship programs and federal and institutional work study programs
Maintain current and up-to-date knowledge of federal and state regulations governing financial aid.
Provide direction, supervision and motivation to financial aid staff and maintain effective relationships with
other campus departments
APRIL 2013-AUGUST 2013
QUALITY ASSURANCE SPECIALIST
EDMC
Examined records, reports, or other documents to establish facts or detect discrepancies
Prepared correspondence, reports of inspections or investigations or recommendations for action
Inspected manufactured or processed products to ensure compliance with contract specifications or legal
requirement
Evaluated Information to Determine Compliance with Standards - Using relevant information and individual
judgment to determine whether events or processes comply with laws, regulations, or standards
Communicated with Supervisors, Peers, or Subordinates by providing information by telephone, in written
form, e-mail, or in person in regards to quality assurance accuracy or concerns
Identified the educational needs of others, developing formal educational or training programs or classes, and
teaching or instructing others according to the company guidelines
MARCH 2010-APRIL 2013
SENIOR FINANCE COUNSELOR
EDMC
Possess and maintain an understanding of financial assistance such as: FAFSA, Title IV Funding, Scholarships
within federal and state regulations
Reviewed and evaluated supplemental documentation or information provided in student appeals for
adjustment or exception to financial aid awards and decides validity of appeals
Prepared and presented information regarding federal financial aid, scholarship, employment, and grants for
various campus groups, high school students and parents at meetings and group discussions
Trained subordinates on Taxes, Federal Loans, Pell Grants, Supplemental Educational Opportunity Grant,
award packages, and compliance within federal, state, and higher education guidelines
Collected and/or analyzed financial data on students to determine aid eligibility and make general awards and
awards specific to an area such as scholarship waivers or work study within federal and institutional
guidelines
OCTOBER 2008-MARCH 2010
FINANCIAL AID OFFICER
EDMC
Assisted students/parents with any necessary documents needed completed within the financial aid process
Completed basic Verifications, C-Codes and Professional Judgments
Completed and negotiated the students award package
Modified and corrected student’s financial aid account, as well as repackage for new academic years
Complied with State and Federal financial aid guidelines and regulations
Worked closely with the Admissions department
Assisted in readmissions process
JANUARY 2008-OCTOBER 2008
FINANCIAL AID ADVISOR
TRIANGLE TECH
Answered questions, concerns or requests of students, parents or guardians, or department staff in person or
in writing regarding the specifics of financial aid options
Evaluated financial aid applications and determine aid packages in accordance with state, federal, and
institutional policies governing financial aid
Modified and corrected financial aid accounts
Interacted with outside agencies on students behalf (Department of Education, PHEAA, OVR)
JULY 2006-JANUARY2008
ATHLETIC TRAINER
SPINE & SPORT INJURY REHAB CENTER
Built and maintained patient clientele by providing excellent customer service and obtaining referrals through
current patients and personal referrals
Provided and demonstrated basic knowledge of functional/rehabilitative exercises that increase muscular
strength, endurance, and correct muscular imbalances
Excelled in connective tissue techniques (i.e. my-fascial release, PNF stretching)
Performed therapeutic modalities (i.e. ultrasound & electrical stimulation)
SUMMARY OF QUALIFICATIONS
Strong Financial Analyses background
Applies principles of accounting to analyze past and present financial operations and estimates future revenues
Analyze monthly department account receivables
Review financial requests, and explore alternative financing methods
Direct interaction with State and governmental agencies and outside funding institutions
Oversee the cash management function, including banking relationships
Develop and manage team finance goals that are aligned with company goals
Provide coaching, guidance and support to assist employees to reach full potential through performance
management process
Proficient in the use of PCs, filing systems, other software applications and MS Office (i.e. Excel, Word,
PowerPoint)
EDUCATION
BACHELOR OF SCIENCE IN ATHLETIC TRAINING
Clarion University, Clarion, PA
BACHELOR OF ARTS IN LIBERAL STUDIES
Clarion University, Clarion, PA
ASSOCIATES OF SCIENCE IN ALLIED HEALTH
Clarion University, Clarion, PA
VOLUNTEER WORK AND COMMITTEES
Volunteer work include: highway cleanup, Special Olympics, food/toy drive
Member of Alpha Sigma Tau Sorority
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