Customer Service Management

Donna S. Stehlik

**** ****** **** *, *****, Nebraska 68333

Objective

Highly qualified, detail-oriented and hardworking administrative manager with more than 30 years of hands-on experience in business/finance and customer service. Proficient in research, writing, case management and client relations. Expert computing and technology skills including competence in multiple software applications, and networking.

Skills & Abilities

Team management (team oriented)

Training and development

Talent development

Client relations specialist

Conflict resolution techniques

Focus on customer satisfaction

Understand various learning styles

Typing 60 WPM

Ellucian/Banner software proficiency

Colleague/DATATEL software proficiency

AS/400 CMDS software proficiency

PeopleSoft software experience

Dependable, trustworthy/honest, and loyal

Excellent communicator

Management of remote employees

Identifying risks

Implementing new business systems

Managing multiple priorities

Attentive to detail (detail-oriented)

Analytical thinking

Deadline-oriented

Financial reporting

Strategic planning

Loan operations

Microsoft Office Suite (Word and Excel)

PowerPoint

Experience

SEASONAL INCOME TAX AUDITOR – PROCHASKA TAX SERVICE – FEBRUARY 2017 TO APRIL 2017

Review and identify discrepancies prior to electronic submission of completed forms to the Internal Revenue Service

Knowledge of forms and filing data

Reconciliation of data provided by clients

Maintain client confidentiality

SEASONAL PART-TIME CUSTOMER SERVICE ASSOCIATE KOHL’S NOVEMBER 2016 TO PRESENT

Conduct purchased returns

Process credit card payments

Facilitate exchanges

Assist with delivery of online purchases delivered to the store for pickup by the customer

Close out registers and cash drawer

Answer phone calls

DIRECTOR OF STUDENT FINANCIAL SERVICES AND FINANCIAL AID COMPLIANCE CONCORDIA UNIVERSITY JUNE 2012 TO OCTOBER 2016

Concordia University is a private, liberal arts college serving approximately 2,600 undergraduate and graduate/adult learners to include online programs.

Manage and provide leadership for a staff of seven

Responsible for maintaining compliance in the processing and disbursement of federal and state allocated funds

Member of the administrative team for enrollment management regarding institutional revenue

Research regulation, policy and procedure and develop written policy and procedure

Collaborate with IT staff in further development of mainframe software used to reduce manual processing in the office

Identify and resolve issues of non-compliance and processing

Monitor over 26 million dollars of funding held by the university, awarded to students annually

Ensure accuracy of drawdown federal funding and reporting required by the State of Nebraska and the U.S. Department of Education

Conduct eligibility calculations to ensure unearned funding is returned to federal programs in a timely manner

Adept in reviewing federal income tax forms and schedules

CONSULTANT EC GROUP, LLC NOVEMBER 2006 TO MAY 2012

EC Group, LLC, purchased by Attain, is a consulting group specializing in postsecondary financial aid. Primary services include Operational Reviews, Interim Management, Reconstruction, and developing written policy and procedure. The company was a virtual company, based in Fort Collins, Colorado in which consultants provide applicable services to contracted clients utilizing laptop computer technology and secure server access to communicate and store project information.

Review client processing practices

Audit files/records to verify compliance standards are met as set by the U.S. Department of Education

Prepare Weekly Status Reports and Management Reports

Train staff and administrators

Arrange personal travel and retain documentation for preparation of Expense Reports

Experience in high-level problem-solving

AREA DIRECTOR OF FINANCIAL AID SOUTHEAST COMMUNITY COLLEGE JANUARY 2003 TO OCTOBER 2006

Southeast Community College is comprised of three campuses located in Lincoln, Beatrice and Milford, Nebraska. The Area Director of Financial Aid is responsible for ensuring consistent processing and adherence to written policy and procedure at all three campuses.

Responsible for oversight and communications with staff at three campuses. Travel to each campus and conduct regular meetings

Chair the Financial Aid Satisfactory Academic Progress Committee with representative members from registration, business office, and faculty

Initiate necessary processes to ensure consistent compliance at all campus locations

Establish the criteria necessary to implement a new mainframe computer software system requiring 18 months to setup and test. The computer software required collaboration in the integration of processing and data

Education

BACHELOR OF ARTS 1994 DOANE COLLEGE/UNIVERSITY

Major: Business Administration

Minor: Human Relations

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