Brent Cagle
Portland,Oregon
Summary
Senior Student Account Specialist at Portland Community College with expertise in account management and financial planning. Led initiatives that enhanced customer service and operational efficiency. Mentored staff to improve performance and resolve complex financial issues through data analysis. Developed tailored support strategies to help students achieve success.
Overview
10
10
years of professional experience
Work History
Senior Student Account Specialist
Portland Community College
Portland, Oregon
03.2024 - Current
- Training, mentoring, and delegating tasks to office staff, improving service levels, and performance through ongoing coaching and guidance.
- Delivering key student services information to diverse audiences, including students, staff, parents, and community members, via in-person meetings, phone, chat, and email.
- Employing data-driven reports to identify at-risk students, proactively engaging them through outbound calls to prevent account delinquencies, and collections.
- Developing tailored financial plans to address students' emerging financial challenges, identifying available funding sources, and reducing financial barriers to success.
- Facilitating custom payment plans for overdue accounts, improving financial management for students facing personal or economic crises.
- Collaborating with students and staff to resolve account disputes, applying diplomacy and patience to diffuse challenging situations.
- Managing escalated customer issues, redirecting complex cases to the relevant departments for resolution, while maintaining professionalism and communication.
- Ensuring seamless communication between Student Account Services and other student services, promoting cross-departmental collaboration to enhance service delivery.
- Identifying and resolving complex account discrepancies through thorough research, and collaborating with management to implement effective solutions.
- Monitoring Student Account Services helpline, providing timely assistance, and resolving escalated customer issues as second-tier support.
Student Account Specialist
Portland Community College
Portland, OR
10.2022 - 03.2024
- Conducted thorough assessments of student needs, guiding them through financial planning, and providing tailored advice on managing their college experiences.
- Acted as the primary point of contact for students and staff regarding tuition payments, ensuring accurate recording, balancing, and timely processing of transactions.
- Managed daily cashiering operations, including preparing deposits, and offering guidance to part-time cashiers on best practices.
- Utilized diplomacy and tact to handle difficult customer interactions, defusing tense situations, and resolving disputes effectively while maintaining professionalism and a positive service experience.
Assistant Manager
Dutch Bros Coffee
Portland, Oregon
08.2017 - 10.2022
- Empowered a team of 20+ members to deliver exceptional customer experiences, fostering a positive work environment, and enhancing team performance.
- Managed daily operations, including scheduling, payroll, cash handling, and task delegation, ensuring a smooth and efficient workflow.
- Conducted regular performance evaluations, tracking individual and team success to drive continuous improvement, and maintain high service standards.
- Developed and implemented strategies to streamline operational processes, improving team efficiency, and service delivery.
- Maintained consistent communication with customers to identify and address their needs, building strong relationships, and enhancing customer satisfaction.
- Developed and maintained an inventory tracking system, ensuring accurate stock levels, and timely ordering of supplies to meet operational needs.
- Assisted in the creation of operational strategies, optimizing workflows, and ensuring resource allocation aligned with.
Lead Barista/Crew Trainer
Dutch Bros Coffee
Portland, Oregon
03.2015 - 07.2017
- Managed the onboarding process for new employees, ensuring seamless integration into company culture, and alignment with core values.
- Delivered one-on-one training sessions to ensure a comprehensive understanding of products, job responsibilities, and performance expectations.
- Coordinated training schedules across multiple store locations, streamlining training initiatives, and improving workflow efficiency.
- Facilitated open dialogue between trainers and employees, addressing job expectations, policies, and procedures to maintain clarity and alignment.
- Instructed baristas on safe working protocols and equipment operation, including espresso machines, grinders, and brewers, ensuring compliance with safety standards.
Education
Bachelor of Science (B.S.) - Liberal Studies
Portland State University
Portland, OR03.2022
Associate of Science - General Studies
Portland Community College
Portland, OR06-2018
Skills
- Interpersonal communication
- Time management
- Microsoft Office Suite and Google Suite
- Account management and Banner ERP
- Data analysis
- Organizational skills
- Project management
- Customer service and support
- TouchNet expertise
- FERPA compliance
- Dispute resolution and conflict management
- Staff mentoring and training
Timeline
Senior Student Account Specialist
Portland Community College
03.2024 - Current
Student Account Specialist
Portland Community College
10.2022 - 03.2024
Assistant Manager
Dutch Bros Coffee
08.2017 - 10.2022
Lead Barista/Crew Trainer
Dutch Bros Coffee
03.2015 - 07.2017
Bachelor of Science (B.S.) - Liberal Studies
Portland State University
Associate of Science - General Studies
Portland Community College
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