Anna Eisenmann
Richmond,TX
Summary
Quality assurance expert with proven leadership skills and a strong ability to build cohesive teams. Exceptional written and verbal communication skills enable effective engagement with diverse audiences. Committed to fostering positive professional relationships and maintaining high standards of excellence in all endeavors.
Overview
9
9
years of professional experience
Work History
Global Quality Team Lead
Nelnet
06.2021 - Current
- Complete audits, disputes, and coachings to uphold adherence to quality standards
- Determine cross-training needs and managed team of 48 members
- Perform interviews, coordinate onboarding, and foster inclusion
- Mentor team members to enhance their skills, capabilities, and excitement for career development
- Provide support in resolution effectiveness reviews to analyze and enhance department performance
- Create and facilitate meetings to streamline processes and improve efficiency
- Monitor daily department activities and hours worked to support inventory management, performance monitoring, direct bill allocations, and staffing needs
Global Quality Front Office Specialist
Nelnet
11.2018 - 06.2021
- Spearheaded the implementation, analysis, and enhancement of quality checking procedures for loan accounts
- Acted as a subject matter expert for colleagues and leadership
- Led trainings and audits leading to successful onboarding processes
- Proactively adjusted priorities and schedules to ensure timely project completion and prevent out-of-standard inventory
- Reviewed daily inventory loading and completion processes
Customer Resolution Advisor
Nelnet
07.2016 - 11.2018
- Conducted detailed account maintenance on Department of Education Accounts, ensuring data integrity was upheld
- Resolved 4100 accounts totaling over $107 million dollars, demonstrating exceptional problem solving skills
- Led team huddles to disseminate information on trends and process changes, promoting a cohesive team environment
- Achieved Associated Development Program Certificate, showcasing commitment to professional growth and development
Education
Associate of Applied Science - Business Administration
Southeast Community College
Lincoln, Nebraska, NE09-2017
Bachelor of Science - Business Administration
Colorado Technical University
Colorado Springs, COSkills
- Emotional intelligence
- Preventative action planning
- Critical thinking
- Attention to detail
- Change management
- Conflict resolution
References
References available upon request.
Timeline
Global Quality Team Lead
Nelnet
06.2021 - Current
Global Quality Front Office Specialist
Nelnet
11.2018 - 06.2021
Customer Resolution Advisor
Nelnet
07.2016 - 11.2018
Associate of Applied Science - Business Administration
Southeast Community College
Bachelor of Science - Business Administration
Colorado Technical University