Experience

Picaboo

• United States
• Printing Services
• 1 - 100 Employee

• Customer Service Representative

  • Mar 2018 - Present

  As a member of Picaboo's Customer Care and Technical Support teams, I guide customers through how-to/software questions via phone, email, and chat support. I have achieved a team Net Promoter Score +70. My secondary role is to serve as the "Voice of the Customer" by escalating technical issues related to general usability of Picaboo software to our software development team. As a member of Picaboo's Customer Care and Technical Support teams, I guide customers through how-to/software questions via phone, email, and chat support. I have achieved a team Net Promoter Score +70. My secondary role is to serve as the "Voice of the Customer" by escalating technical issues related to general usability of Picaboo software to our software development team.



Austin State Hospital

• United States
• Mental Health Care
• 100 - 200 Employee

• Psychiatric Nurse Assistant

  • Oct 2016 - Dec 2017

  I interacted frequently with parents, in addition to clients, and I was an active and supportive member of the treatment team. This experience instilled in me multi-dimensional communication skills and an ability to recognize, act upon, and fulfill client needs in order to ensure their continued chances of recovery. I received an ‘Excellence in Patient Service’ bonus due to my continued hard work and commitment to supporting treatment goals and upholding hospital policies and procedures. This involved being an active member of the treatment team and communicating directly with clients, social workers, doctors, therapists, and nurses. Show less



The University of Texas at Austin

• United States
• Higher Education
• 700 & Above Employee

• Federal Loan Collector

  • Feb 2016 - Sep 2016

  I assist with incoming phone calls and emails regarding Perkins loans and assist borrowers which come to the counter with general questions on their accounts. I maintained a working knowledge of federal rules and regulations regarding the federal Perkins loan program. I processed student loan deferment requests, economic hardship and unemployment deferments, and general forbearance requests. I made collection calls to borrowers and discussed all available options with delinquent borrowers. I sent letters to borrowers with loan accounts that had placement at a collection agency and were returned unpaid. I prepared and sent letters to borrowers with a detailed explanation for rejection of their requests. I updated AUD credit reports as required using E-OSCAR for accounts that went delinquent. I did due-diligence collection on cohort accounts (2 and 3 months past due) and accounts in default in their first year of payments. I also make and document all collection call attempts, work out repayment agreements when possible, and provide appropriate deferment and cancellation forms in order to bring borrowers out of delinquency. Trained to skip trace accounts as needed. Download and review collection status accounts for possible loan rehabilitation. I then contact borrowers who are eligible and offer them rehabilitation. I contact respective collection agencies to let them know that the borrower is in the process of loan rehabilitation. Show less

• Financial Aid Peer Counselor

  • May 2015 - Dec 2015

  Note: I did not resign, this was temporary work-study employment and it ended when I graduated in Dec. 2015 -Answered 50+ emails & 20+ calls/day from students, parents, and counselors about financial aid. -Adapted in a fast learning environment, required to multi-task and learn quickly during on-the-job training. -Responded via email to financial aid inquiries with proper English, editing, and efficient communication. -Maintained a professional attitude as a financial aid representative for The University of Texas at Austin. -Used UT-Mainframe, a large database of student financial aid information that serves approximately 30,000 students who receive financial aid. -Utilized Financial Aid Staff Tools (FAST) to look up students' information not available on Mainframe. -At the front counter, mastered OMNIX Lobby Tracking System (LTS software) to efficiently manage lobby traffic, pull students who have checked in and assist them through the queue, and then wrap up their inquiries after ensuring all financial aid needs are met. Show less



Sun & Ski Sports

• Retail
• 100 - 200 Employee

• Sales Associate

  • Apr 2012 - Aug 2012

  -I met weekly sales goals of $10,000 and often exceeded my individual sales goals by 2-3 percent. -Employed the C.A.R.E. Method: Connect, Assess, Recommend, Encourage to close a sale. -I assisted customers in finding the best gear to meet their outdoor needs. -Took advantage of www.3point5.com, a product information site, to gain information about the products we carried and to gain product knowledge and encourage the customer in their product choice, then close the sale. Show less



Austin Community College

• United States
• Higher Education
• 700 & Above Employee

• Marketing Specialist

  • Aug 2011 - Oct 2011

  I marketed for the ACC Honors program, giving short 5-10 minute speeches about the benefits of the program and encouraging students to apply. I marketed for the ACC Honors program, giving short 5-10 minute speeches about the benefits of the program and encouraging students to apply.



Barnes & Noble ACC Bookstore

• Sales Associate

  • Jan 2011 - Feb 2011

  I helped customers find books and processed and packaged online orders. I also pulled books requested to be sent to other ACC campuses and shelved books/restocked supplies. This position was seasonal temporary. I helped customers find books and processed and packaged online orders. I also pulled books requested to be sent to other ACC campuses and shelved books/restocked supplies. This position was seasonal temporary.