Amanda Glasscock
Georgetown,Texas
Summary
Professional with track record of providing valuable insights and strategic solutions to diverse clients. Adept at leveraging analytical skills and industry knowledge to drive impactful outcomes. Known for fostering team collaboration and adapting to dynamic environments, ensuring project success and client satisfaction. Seeking a position with a company which will permit me to showcase my current skills, knowledge in customer service and offer an opportunity for growth personally and professionally.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Consultant
Trellis Company
05.2024 - Current
- Collaborate with institutional leadership to assess and enhance student success strategies across campus environments
- Support colleges and universities in implementing Trellis services focused on retention, graduation, and financial wellness
- Provide strategic consultation on campus policies, procedures, and programs related to student success
- Serve as a liaison with senior campus leadership, including executives, directors, trustees, and regents
- Deliver high-quality project outcomes and ensure alignment with Trellis standards and client expectations
- Facilitate training sessions and workshops to improve student retention and financial literacy
- Maintain detailed records of client interactions and assess service effectiveness to recommend improvements
- Contribute to strategic planning initiatives and relationship-building efforts with institutional partners
- Identify process improvement opportunities and implement solutions to enhance service delivery
- Participate in professional development activities to stay current on industry trends and compliance standards
- Engage in cross-functional collaboration with student services teams to ensure coordinated support
- Assist with special projects and contribute to departmental goals and strategic initiatives
- Demonstrate adaptability and strategic thinking in dynamic, fast-paced environments
- Foster inclusive and effective team collaboration while mentoring peers and supporting organizational change
Operations Management
Trellis Company
08.2019 - 05.2024
- Lead and supervise a team of SOS Counselors and Specialists, overseeing recruitment, performance management, training, and career development
- Design and deliver role-specific training programs in collaboration with HR to ensure operational readiness and compliance
- Monitor staff communications and performance across multiple channels (calls, emails, texts) to ensure quality and adherence to regulatory standards
- Conduct coaching sessions and performance evaluations based on media monitoring and service metrics
- Analyze operational reports and historical data to identify trends, optimize workflows, and improve departmental productivity
- Collaborate with command center and IT support to resolve system issues and implement workflow enhancements
- Ensure compliance with federal regulations (FDCPA, GLB, FERPA) and internal policies to mitigate risk and maintain service integrity
- Develop and manage contact center strategies, including dialer penetration, service level planning, and campaign execution
- Build and maintain strong relationships with institutional partners, aligning outreach efforts with client goals and student needs
- Lead the design and implementation of default prevention programs focused on delinquency awareness and cohort default rate reduction
- Provide project management and consulting support to school partners, including operational health checks and onsite training
- Prepare and present departmental reports and insights to leadership, supporting strategic planning and audit readiness
- Facilitate staff meetings to promote engagement, training, and communication of corporate and industry updates
- Contribute to the development of short- and long-term departmental goals aligned with corporate performance standards
- Participate in ongoing professional development to maintain compliance and expand operational expertise
- Analyzed customer feedback data to identify trends, driving strategic improvements in service delivery.
- Led cross-functional teams in initiatives aimed at optimizing customer experience across multiple channels.
- Facilitated workshops focused on best practices, fostering a culture of continuous improvement among employees.
- Championed the integration of new technologies to enhance operational efficiency and customer engagement.
- Developed comprehensive onboarding and training programs for new employees, accelerating their integration into the team environment.
Business Development Core Team
Trellis Company
09.2017 - 08.2019
- Lead and contribute to the development of comprehensive solicitation responses for federal and state government contracts, ensuring alignment with RFP requirements and agency expectations
- Collaborate with cross-functional teams to gather technical, operational, and financial data for inclusion in proposals and capability statements
- Analyze solicitation documents (RFPs, RFIs, RFQs) to identify key deliverables, compliance requirements, and strategic response opportunities
- Draft and edit proposal content including executive summaries, technical narratives, staffing plans, and past performance sections
- Coordinate proposal timelines, task assignments, and submission logistics to meet strict government deadlines
- Ensure all proposal materials adhere to federal acquisition regulations (FAR), agency-specific guidelines, and internal quality standards
- Support pricing strategy development in coordination with finance and leadership teams to ensure competitive and compliant cost proposals
- Maintain a repository of proposal templates, boilerplate language, and reusable content to streamline future response efforts
- Conduct post-submission reviews and debriefs to identify areas for improvement and enhance future proposal success rates
- Build and maintain relationships with internal subject matter experts and external partners to strengthen proposal content and strategic positioning
- Participate in strategic planning sessions to align business development efforts with long-term organizational growth in the public sector
Adjustments Specialist
Trellis Company
09.2015 - 11.2017
- Conducted detailed analysis and reconciliation of Accounts Receivable and Accounts Payable to ensure financial accuracy
- Performed account adjustments and maintained up-to-date financial records across multiple systems
- Maintained open and effective communication with lenders to resolve account discrepancies and support financial operations
- Managed high-volume multitasking across email, fax, scanning for FileNet, and multi-line phone systems
- Trained new employees on departmental procedures, policies, and quality standards; facilitated calibration sessions to ensure consistency
- Streamlined departmental file systems to improve accessibility, organization, and operational efficiency
- Developed training materials and documentation to support procedural consistency and enhance team productivity
- Utilized Microsoft Office Suite daily, including Word, Excel, PowerPoint, and Access, to manage data, reporting, and presentations
- Coordinated corporate events and employee engagement activities to support company culture and morale
- Delivered high-quality customer service through timely and professional communication across multiple channels
Senior Tax Preparer
Jackson Hewitt
11.2009 - 12.2016
- Prepared and submitted amended tax returns, ensuring accuracy and compliance with IRS regulations
- Reconciled financial accounts and updated client records to maintain data integrity and support audit readiness
- Served as an associate instructor for annual tax school training, delivering curriculum to new and returning staff
- Conducted quality assurance reviews on IRS forms and correspondence to ensure proper handling and resolution
- Collaborated with team members to develop and refine training modules for improved operational efficiency
- Processed tax returns and resolved discrepancies in coordination with the Internal Revenue Service
- Managed daily store operations, including opening and closing procedures and staff oversight
- Trained new employees on tax preparation systems, customer service protocols, and compliance standards
- Presented operational updates and training content to office teams across multiple locations
- Partnered with management to coordinate employee recognition programs and performance awards
- Delivered exceptional customer service, resolving inquiries and providing guidance on tax-related matters
- Utilized Microsoft Office Suite (Word, Excel, PowerPoint, Access) daily for reporting, documentation, and training materials
Borrower Solutions Specialist Senior
TG HigherEDGE
11.2010 - 08.2015
- Led account analysis and reconciliation efforts to ensure accuracy in financial data and support strategic decision-making
- Designed and implemented comprehensive training tools and materials to enhance departmental efficiency and procedural consistency
- Directed onboarding and continuous training programs for representatives, aligning development initiatives with organizational goals
- Partnered with Human Resources to support employee development, performance management, and policy adherence
- Provided financial literacy guidance to representatives and borrowers, promoting informed decision-making and responsible repayment practices
- Oversaw representative communications to ensure accurate delivery of loan information for FFELP and Direct Loan Programs from grace period through repayment
- Authored performance appraisals and facilitated monthly goal-setting to drive accountability and professional growth
- Executed due diligence processes and account adjustments using data-driven reporting to maintain compliance and operational integrity
- Collaborated with school financial aid offices to implement strategies aimed at reducing Cohort Default Rates (CDR) and improving borrower outcomes
- Managed high-volume multitasking across digital and phone-based platforms, including email, fax, scanning (FileNet), and multi-line phone systems
- Conducted quality assurance monitoring and calibration sessions to uphold service standards and regulatory compliance
- Utilized Microsoft Office Suite (Word, Excel, PowerPoint, Access) daily for reporting, analysis, and training documentation
- Led project management initiatives, including the development of the HigherEDGE Correspondence Website to streamline communications
- Provided strategic support to schools in default prevention efforts, enhancing outreach and borrower engagement
- Delivered high-level customer service and operational support, resolving complex inquiries with professionalism and accuracy
Default Aversion Counselor
TG
03.2010 - 10.2010
- Provided expert financial counseling to student borrowers, guiding them through loan stages from grace period to full repayment
- Assisted borrowers in identifying and selecting appropriate solutions for delinquent student loans, promoting financial wellness and retention
- Executed due diligence processes to ensure compliance with federal loan servicing standards and internal protocols
- Delivered high-quality customer service across multiple communication platforms, resolving complex borrower inquiries with professionalism
- Utilized Microsoft Office Suite (Word, Excel, PowerPoint, Access) daily for documentation, reporting, and borrower communications
- Led training initiatives for new employees, including mock call simulations, shadowing, and onboarding support
- Managed high-volume multitasking across email, fax, scanning systems (FileNet), and multi-line phone systems to support operational efficiency
Elite Sales Associate
Zale’s, Inc.
08.2008 - 11.2009
- Led training and onboarding of new sales associates, focusing on company policies, sales procedures, and customer engagement strategies
- Authored and maintained procedural documentation for Bridal Executives to ensure consistency and operational efficiency
- Achieved top-tier sales performance, earning Elite Status recognition through consistent quota attainment and exceptional client service
- Managed inventory control, shipping and receiving processes, and accurate data entry to support retail operations
- Processed customer payments and handled daily deposit reconciliation to ensure financial accuracy and accountability
- Consistently met or exceeded monthly sales and call quotas through strategic client engagement and upselling techniques
- Delivered high-level customer service, resolving inquiries and providing personalized support throughout the bridal experience
- Utilized Microsoft Office Suite (Word, Excel, PowerPoint, Access) daily for reporting, training documentation, and operational tasks
- Multitasked effectively across email, fax, scanning, and multi-line phone systems to maintain workflow and communication efficiency
Education
MBA -
Wester Governor’s University
01.2024
Bachelors of Science -
Angelo State University
01.2009
Skills
- Client relationships
- Team leadership & development
- Problem-solving
- Project leadership
- Work Planning and Prioritization
- Project management
- Employee management
- Executive support
- Remote operations management
- Multi-unit operations management
- Critical thinking
- Organization and time management
Accomplishments
- Achieved business contract through effectively helping with Business Development Core Team.
- Managed team of 29 team members.
- Collaborated with team of 17 in the development of Operations for call/text for governmental 6 year contract.
Certification
- Contact Center Management Certification - 2020
- RCSSP Certification - 2019
Volunteer Efforts
- PTSA Council Representative
- GHS Baseball Booster
- Leadership Development Youth Programs
- Leadership Development Mentoring
Timeline
Consultant
Trellis Company
05.2024 - Current
Operations Management
Trellis Company
08.2019 - 05.2024
Business Development Core Team
Trellis Company
09.2017 - 08.2019
Adjustments Specialist
Trellis Company
09.2015 - 11.2017
Borrower Solutions Specialist Senior
TG HigherEDGE
11.2010 - 08.2015
Default Aversion Counselor
TG
03.2010 - 10.2010
Senior Tax Preparer
Jackson Hewitt
11.2009 - 12.2016
Elite Sales Associate
Zale’s, Inc.
08.2008 - 11.2009
MBA -
Wester Governor’s University
Bachelors of Science -
Angelo State University