Customer Service Manager
Resume:
Sue Walton-Robertson
Phone: 619-***-****
***.******.*********@*****.***
Professional Summary
High performing, strategic thinking Finance and Business Office Manager with more than eight years of experience in the higher education field, as well as experience managing multiple locations. Highly skilled at relationship building with both internal and external customers, and amongst teams consistently producing high quality results; exceptional writing, presenting, and interpersonal communication skills. Well versed in all phases of recruitment and hiring, including defining job roles, assessing needed skills and qualifications, and evaluating candidates. Self-motivated with the proven ability to multi-task in order to produce superlative results in a high-pressure environment.
Education
Nova Southeastern University – Ft. Lauderdale, FL
PhD Conflict Analysis & Resolution with a concentration in School & Organizational Conflict, 12/2016
Keller Graduate School of Management– Henderson, NV
Master of Human Resources Management, 6/2013
University of Texas at Arlington – Arlington, TX
Master of Public Administration, 8/2011
National University – Las Vegas, NV
Master of Business Administration, 9/2009
University of Phoenix – San Diego, CA
Bachelor of Science in Criminal Justice Administration, 8/2007
Human Resources Management Certificate, 12/2006
San Diego State University – San Diego, CA
Bachelor of Arts in Psychology, 5/2007
Professional Experience
DEVRY UNIVERSITY – Henderson, NV
Student Finance Consultant, 1/2012-9/2012
• Maintained a thorough understanding of all DeVry Student Finance programs, policies and procedures including federal and state financial aid guidelines and regulations.
• Ensured student finance advising and issue management compliance with GAAP, Federal Title IV Regulations and University policies and procedures.
• Guided applicants and students through the financial aid application process.
• Performed initial contact, financial advising, and direct outreach advising sessions.
• Increased student satisfaction and retention by providing proactive tuition investment and student finance support to an assigned portfolio of students.
• Provided superior customer service to students by accepting ownership of all Student Finance issues and questions.
• Served as the single point of contact for all Student Finance issues (e.g., financial aid, payment plans, billing issues, etc.). Manages escalated concerns and resolves issues in a timely manner.
• Identified opportunities and solutions that improve current processes and actively participated in the rollout of new processes.
• Shared best practices with other Student Finance Consultants and colleagues to continuously improve the DeVry student finance experience.
• Generated a session-based newsletter cataloging updates for all departments and upcoming events on-campus for both undergraduate and graduate students.
LINCOLN EDUCATIONAL SERVICES – Las Vegas, NV
Euphoria Institute of Beauty Arts and Sciences
Business Office Manager, 6/2011-1/2012
• Completed new hire paperwork and scheduled drug screenings for all employees. Maintained personnel and attendance records along with files for current employees, terminated employees and separated health and employee injury files. Responded to unemployment claims, attended unemployment hearings and maintained data for unemployment claims.
• Conducted new employee orientation and assisted with benefit enrollment issues as required.
• Prepared and submitted to Corporate HR all personnel forms and documentation for new hires, criminal and employment background investigations, personnel requisitions, temporary help requests, pay/job change notices, performance reviews, employee benefits (medical, dental, 401(k), life insurance), leave of absence, employee conduct records, and terminations.
• Oversaw the billing and collection activity related to student and agency payments.
• Performed student account audits as necessary during various stages of the student’s enrollment at school (i.e. Interrupt/Grad/Academic Year Audits) and subsequently created and submitted Refund or Collections files to the appropriate Corporate Departments.
• Responsible for ensuring weekly and monthly revenue postings and reconciling all activity related to daily bank deposits, petty cash, inventory and accounts payable.
• Reviewed month-end financials and provided supporting analyses to identify deviations from the budget.
• Oversaw the accounts payable department by approving, coding and reviewing all invoices for price discrepancies and accuracy, generated purchase orders, resolved vendor inquiries/issues for all three Euphoria campuses. Verified and inventoried all books, tools and uniform orders.
• Reviewed and submitted to payroll weekly time sheets, attendance notifications, and adjustments to employee time banks using KRONOS time management system.
LINCOLN EDUCATIONAL SERVICES – Henderson, NV
Lincoln College of New England Online
Business Office Administrator (Human Resources/Payroll), 8/2010-6/2011
• Completed new hire paperwork and scheduled drug screenings for all employees. Maintained personnel and attendance records along with files for current employees, terminated employees and separated health and employee injury files. Responded to unemployment claims, attended unemployment hearings and maintained data for unemployment claims.
• Conducted new employee orientation and assisted with benefit enrollment issues as required.
• Prepared and submitted to Corporate HR all personnel forms and documentation for new hires, criminal and employment background investigations, personnel requisitions, temporary help requests, pay/job change notices, performance reviews, employee benefits (medical, dental, 401(k), life insurance), leave of absence, employee conduct records, and terminations.
• Reviewed and submitted to payroll weekly time sheets, attendance notifications, and adjustments to employee time banks using KRONOS time management system.
• Reviewed students for reentry into programs based on AR balances and generated enrollment agreement amendments based on student’s reentry information.
• Performed drop audits on students that have recently withdrawn to calculate monies to be refunded.
LINCOLN EDUCATIONAL SERVICES – Henderson, NV
Lincoln College of New England Online
Financial Aid Advisor/Team Lead, 2/2010-7/2010
• Managed financial aid operations and activities to ensure compliance with GAAP, Federal Title IV Regulations and University policies and procedures.
• Calculated, planned and packaged students for financial aid awards based on ISIR results and cost of attendance.
• Communicated with graduation team members to prepare students for their classes and conduct financial aid orientations with students.
• Interacted with students to resolve questions, collected outstanding documentation and built long-term relationships for the course of the student’s program.
• Mentored, trained and advised new employees on financial aid practices, along with creating training tools to assist novice counselors.
LIMITED BRANDS, BATH & BODY WORKS – Las Vegas, NV
Co-Manager/Visual Merchandising Manager, 11/2007-2/2010
• Managed an A+ volume store; a top 150 store within the organization with a goal to increase overall sales.
• Addressed loss prevention issues both internally and externally.
• Recruited, hired and trained new associates, provided orientations and ensure hiring standards were met.
• Managed visual merchandising of store, including new displays for walls and tables along with new merchandise.
• Coached staff on providing customer service around meeting the customer’s needs, along with coaching to overcome employee weaknesses and drive sales.
• Monitored and processed payroll weekly ensuring that store met guidelines provided by corporate office.
UNIVERSITY OF PHOENIX – San Diego, CA
Financial Services Manager, 1/2007-10/2007
• Provided training and development of staff through coaching, counseling and discipline.
• Acted in absence of financial aid director in order to resolve escalated student issues.
• Coached staff on financial aid policies, including C-Code resolution.
• Managed accounts receivables and financial aid operations and activities to ensure compliance with GAAP, Federal Title IV Regulations and University policies and procedures.
• Interacted with all other departments to increase student enrollment and retention.
• Motivated and encouraged students to begin and complete their degree program.
• Effectively maintained and organized a database of student files.
• Trained new employees upon hire.
• Conducted presentations both within the financial aid department and inter-departmentally in order to ensure understanding of Title IV regulations, along with the overall goals and status of the financial department.
UNIVERSITY OF PHOENIX – San Diego, CA
Financial Services Counselor/Campus Liaison, 10/2004-12/2006
• Maintained student financial accounts in accordance with GAAP, Federal Title IV Regulations and University policies.
• Reviewed student accounts, performed account reviews, reconciled aging, verified start clearance, applied funds, processed refunds, monitored payment transactions and conducted payments and adjustments to accounts.
• Researched holds on loans; acted as a liaison between Apollo Financial Services (AFS) and campus.
• Monitored Completed Receipts Reports to prevent students from having insufficient funds to pay for their curriculum.
• Contacted students to collect C-Code documents and reviewed FAFSA and FAW to prepare files for financial aid certification.
• Audited and reviewed student accounts before being sent to internal collections.
• Tracked collection process of past due accounts by mail and phone in accordance with school policy.
• Trained new employees upon hire.
• Networked with all departments to increase enrollment along with student retention.
• Assisted students in reaching their educational goals.
Skills and Awards
Languages: Fluent in English and Thai.
Software: MS Office (Word, Excel, PowerPoint, Outlook, Publisher), Sharepoint, KRONOS, CampusVUE, Campus Tracking, IS3, Oracle Financials, PeopleSoft, OSIRIS, ProSam, Sales Force, Banner and Right Now.
Awards: DeVry University - TEACH Ambassador Award (July 2012)
DeVry University - Non-DEM Award (April 2012)
University of Phoenix - Employee of the Quarter (3rd Quarter), 2006
University of Phoenix - Employee of the Quarter (4th Quarter), 2005
References Available Upon Request
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