OBJECTIVE: To obtain a position where I can use my skills and experience to positively impact the borrower experience and operational efficiency based on our Core Values and Quality Standards.

CORE STRENGTHS:

Excels in rapidly changing and results oriented business environment

Proven track record utilizing problem solving and analytical skills

Comfortable training and mentoring peers on department procedures and standards

Proficient time management and organizational skills

Ability to work effectively in a team environment

Proficient knowledge of personal computers, Microsoft Office Software, COMPASS, Old System, Pathways, AQT, Lotus Notes, AVAYA, printers/fax/copier/telephones

Certified in Safe Agile 4

Advanced Knowledge of Servicemember Civil Relief Act (SCRA) Laws & Regulations and military related benefits

WORK EXPERIENCE:

Production Support Analyst – AES & FLS Military Team

PHEAA/AES, Harrisburg, Pa May 2015 – Current

Review and respond to production incidents, script issues, and audit findings involving Military Benefits

Review and maintain knowledge repositories, create and analyze statistical reports, and provide testing assistance for changes being implemented through COMPASS, CRM, CX, etc.

Identify potential risks from Quality Assurance results in an effort to reduce error rates and increase efficiency

Mentor team members

Communicate with multiple agency departments including Senior Management regarding military related benefits both via email and during meetings

Review, collaborate, and test LSFIN changes through fruition (recent projects include LSFIN - 55, 1143, 2691, 2941, 3174, 2281, and 1403)

Lender Liaison – Graduate Professional Services

PHEAA/AES, Harrisburg, Pa 2007– May 2015

Maintained processing procedures, reviewed guideline changes, and managed various lenders

Processed all non IDR queue tasks

Worked to enhance daily, monthly, and quarterly SCRA monitoring process

Provided system testing as needed

Submitted WAPC and SAS requests as needed

Handled incoming SCRA calls (escalated, non-escalated and helpline)

Attended meetings with Senior Management when needed

Clerk 3 – Account Services and Technical Support

PHEAA/AES, Harrisburg, Pa June 2003 – August 2006

Assisted with mentoring and training of customer service representatives

Researched and analyzed account and system issues

Identified and resolved escalated and system issues

Worked to enhance the Enrollment Status Processing (ESP) process

Collaborated with Business Analyst to gather and evaluate process development and requirements

Customer Service Representative

PHEAA/AES, Harrisburg, Pa February 1998 – June 2003

Provided an elevated customer experience to generate borrower satisfaction leading to one call resolution

Met incoming call standards and processing goals

Provided accurate account information in a way that borrowers easily understand

Processed accurate adjustments to accounts on a daily basis

Mentored peers one on one as well as assist with help line calls

Received multiple reviews acknowledging my level of dedication to excellent customer service

Note: Additional work history (including PHEAA employment from 1993-1998) and references are available upon request