SUMMARY OF QUALIFICATIONS
Motivated, results-driven professional with experience and skill in Project Management, Training and Development, Relationship Management, and Executive Support.
Successfully supports, networks with, and serves as point of contact for executive leadership, management, employees, customers, and government agencies, determining and meeting needs; drawing on strong customer service and interpersonal skills to resolve issues and enhance flow of communication.
Manages projects and interacts with large groups to successfully increase cost savings, improve processes, communicate information and changes, and present new employee programs.
Creates training programs from the ground up, analyzing and developing most efficient and effective way to present materials in a variety of formats; adapting training to frequent changes in technology, laws, regulations, and business needs.
Initiates, develops, and implements procedures/processes with focus on improving workflow, employee ownership, employee education, and customer satisfaction through a variety of media.
Researches and analyzes a large variety of data, creating reports, charts, and graphs for managements use.
Project Management &#•••••; Presentation/Report Development &#•••••; Staff Development &#•••••; Business Systems Analysis &#•••••; Executive Support
Relationship Management/Customer Service &#•••••; Technical/Product Training &#•••••; Solution-Based/Inside Sales &#•••••; Technical Writing &#•••••; Communication
Sallie Mae, Inc., Fishers, Indiana •••••
Training and Documentation Coordinator •••••
Performed continuous training needs assessments, worked with leadership to set training content and schedules, providing existing staff and new hires with on-the-job coaching as well as instruction in customer service and interaction, product information, profile maintenance, and other technical requirements, accommodating all training needs for ••••• employees in the Customer Sales and Services Division.
Collaborated daily with business system analysts to understand system logic and design training for four annual system releases, assisting with test scripts, creating new procedures and educating department via PowerPoint presentations, written materials, and group discussions in classroom setting.
Managed and participated in various project teams and collaborated with experts on companywide projects, often working with large groups across the corporation in various locations.
Developed new employee training program for new web-based loan processing system, eliminating nonessential or duplicate topics, increasing logic of process flow, and adding customer impact, results reduced new hire training time from six to three weeks.
Executed project to update and move online web procedures to used to activate customer product and system profiles to SharePoint; updating approximately ••••• technical procedures, reducing monthly errors by margins of up to •••••:1, ensuring high-quality support in constantly changing loan processing environment.
Developed and maintained department website, housing all procedures and departmental information.
Relationship Manager •••••
Selected to serve on •••••year corporate project team, which approached financial aid professional customers with new loan processing Web and electronic products; focused efforts on assisting over 1,••••• financial aid professionals by conducting thorough needs analysis, explaining benefits and use of product, and providing demonstrations.
Assisted school customer training team in conducting webinars to train financial aid customers in products use.
Developed procedures, introductory call script, and customer discussion outline that became key job aids in the selling and communication process, increasing process efficiency and accuracy of communication. Documented all customer interactions.
Liaised with sales, schools, and operations to establish high-quality service over full product cycle, sale to implementation.
Key player in increasing Pennsylvania market share from 3% to •••••%, liaising with sales and 1,••••• college financial aid professionals in northeast region to market and implement Web interface.
Customer Profile Analyst •••••
Served as first point of contact for northeast school customer product/service issues; partnering with sales representatives to keep them informed of changes in clients products/services and handling requests for new products/services from sales end.
Fielded financial aid professionals questions and requests regarding loan products and services; using analysis, logical reasoning, interpersonal skills, and excellent communication skills to implement corrective action to resolve issues, ensuring customer satisfaction and client retention.
Worked closely with IT department to coordinate data flow of electronic data.
Senior Administrative Assistant •••••
Supported Vice President of Loan Operations; assisting with budgeting, staffing, financial analysis, and other administrative duties.
Served as department project manager, coordinating events for a •••••employee department. For example, accelerated a state-to-state business function transition three weeks ahead of target, reducing head count and increasing revenues.
Presented and communicated a variety of information to staff during department meetings, including changes to corporate policies and rollout and updates of employee reward programs and team building activities.
Collaborated with Human Resources and Finance during process of documentation and maintenance of data relating to compensation, merit increases, budgeting, rewards and recognition.
Conducted interviews, contributed to performance evaluations, and provided supervision to a six-person administrative team that supported seven business centers.
Managed and analyzed budget, volume, quality, service level, and error data, creating reports and graphs for managements use.
Participated in numerous corporate-wide and community projects and special events, such as College Goal Sunday and United Way campaigns, engaging employees and networking with executive leadership.
Developed and facilitated presentations during Human Resources corporate-wide new employee orientation program, in addition to training employees on software/hardware use while participating as member of company-wide HELP (Help Empower Local Professionals) Staff program.
EDUCATION AND CERTIFICATIONS
B.S., Management, Indiana Wesleyan University, Marion, Indiana
GPA: •••••/•••••; Magna Cum Laude
A.S., Secretarial Sciences Technology, Indiana Vocational Technical College, Kokomo, Indiana
GPA: •••••/•••••; Deans List
SERVICE, CONTINUING EDUCATION, AND TECHNICAL SKILLS
HRACI (Human Resource Association of Central Indiana), Sallie Mae Trainers Network Committee Member, Sallie Mae United Way Campaign Team Member, Sallie Mae Disaster Recovery Committee Member, Sallie Mae Release Steering Committee, Sallie Mae External Customer Communication Committee, Sallie Mae HELP Staff Committee Member, Sallie Mae Corporate Diversity Team Member, Habitat for Humanity Volunteer, College Goal Sunday Volunteer, Girl Scouts of America Leader
Department of Educations Online Federal Student Aid Certification (FSA Coach)
Lessons in Leadership Program, Stephen Lundin
Sallie Mae Corporate Training - Microsoft Software Support Certification, 7 Habits of Highly Successful People StephenCovey, Six Sigma, Managing Gen X, Y, and Z in the Workplace, Understanding Your Investments and Stocks, Get SMART Effective Goal Setting, Electronic Forms Training, Taking Ownership of Your Performance Development, Managing Your Career, Planning Your Retirement: Blueprint for a Secure Future, Communication for the Professional, Franklin Planning and Time Management, Speak Smart: Oral Grammar, Assertiveness: The Right Choice, Write to Win
MS Office (Excel, Word, Access, Project), Share Point, Knowledge Tool, Intercall Web Meeting, Outlook, Novell GroupWise, Adobe Acrobat, SnagIt, Advanced Help Desk Service Desk, People Soft, Document Direct, Lotus Notes, FrontPage, and Visio
Oak Hill United School Corp., Converse, Indiana
Special Programs Administrative Assistant
Performed all administrative functions for the Special Education Program in relation to state guidelines and school programs for individuals with special needs. Worked closely with the Department of Education, school leadership, parents, and children. Trained all administrative staff on new computer programs.
Bona Vista Industries, Kokomo, Indiana
Social Services Administrative Assistant
Performed all administrative functions for the early childhood development, rehabilitation, and the severe/profound adult rehabilitation programs. Assisted in research and grant creation. Initiated and implemented a computerized records program.