Del-Rico A. Leeper

**** ********* ****** *** * · BALTIMORE, MARYLAND 21206

410-***-**** adbcun@r.postjobfree.com

PROFESSIONAL EXPERIENCE

Morgan State University February 2018 to Present

Financial Aid Counselor

Award Morgan State Students Federal Financial Aid using the Banner System

Provide counseling and expert customer service to students in order to assist them in finding alternative funding sources when necessary

Create ad hoc, business process guides, etc. to improve the processes of the financial aid department

Serve as Unaccompanied Homeless Youth Coordinator (UHY)

Awarded Customer Service Professional of the Year and UNSUNG HERO within 1 year and 3 months of employment

University of Maryland University College (UMUC) September 2011 to June 2016

Associate Director, Financial Aid-Scholarships

Managed the daily operations and supervised four full-time staff in the Scholarship Unit within the University’s Financial Aid Office.

Created and facilitated customer service, financial aid, staff development, leadership development and other training programs for UMUC departments and internal colleagues.

Monitored student records in PeopleSoft system to ensure compliance with federal, state and institutional scholarship and grant compliance.

Managed over $15 million dollars of institutional, state and private scholarship awards yearly.

University of Maryland University College (UMUC) September 2010 to September 2011

Call Center Manager, Financial Aid/Student Accounts/Enrollment Management

Managed 30 to 60 financial aid, student account and enrollment counselors who provided 24 hour customer service support via email, phone or online chat platforms.

Facilitated training of new and existing staff in the areas of higher education- financial aid, registration, admissions, student accounts and customer service.

Created/enhanced training programs (i.e. classroom based grading scales, etc.)

Managed call queues to ensure service levels of 90% or better were reached.

Baltimore City Community College (BCCC) April 2005 to June 2007

Call Center Manager

Managed daily operations for the BCCC Call Center where up to 9 staff fielded on average 10,000 calls per month.

Provided detailed reports concerning call center statistics to the Dean of Student Affairs.

University of Maryland, Baltimore City (UMAB) August 2002 to June 2004

Program Management Specialist-Institute of Human Virology

Awarded Customer Service Professional of the Year at Morgan State

Provided support to 6 full-time academic physicians, 15 research associates, and 2 division administrators.

Processed account payable expenditures/ staff reimbursements related to the Institute of Human Virology.

Awarded “Office Manager of the Year” for the Institute of Human Virology.

EDUCATION

The University of Maryland, University College

Graduated August 2012

MBA-Management Studies

The University of Maryland, University College

Graduated June 2006

B.S. Management Studies

TECHNICAL SKILLS

Microsoft Office Suite, PeopleSoft, Banner, Social Media and Data Mining

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