Bridgette Robinson
Grayson,GA
Summary
Results-driven professional seeking a position that will allow me to utilize my critical and forward thinking, problem solving, relationship building, case management, assessment, judgment skills and experience while providing opportunities for growth. Seasoned Financial Aid Assistant with background in handling financial aid applications, student counseling and administrative tasks. Possess strong knowledge of federal and state financial aid programs coupled with exceptional organizational skills. Demonstrated ability to maintain accurate records, ensure compliance with regulations and deliver high levels of customer service. Effectively contributed to simplifying the financial aid process for students in previous roles.
Overview
18
18
years of professional experience
Work History
Senior Financial Aid Assistant
Emory University
09.2022 - Current
- Handle calls daily from undergrad, graduate students, and parents regarding financial aid
- Respond to emails daily from undergrad, graduate students, and parent regarding financial aid process at Emory
- Work daily with advisors as well as senior directors to resolve students financial aid matters
- Assist international students (grad and undergrad) and parents daily with questions via in person, email and phone calls with completing documents for financial aid awards
- Receive, upload and scan incoming scholarship checks on behalf of donors to students
- Work with Student Accounts & Billing office to assist in resolving complex billing issues
- Greet students and parents weekly at the front office and assign to the appropriate advisor for financial aid assistance
- Receive Identity Statements, Passport, Birth Certificates, Certificate of Naturalization scan and upload documents daily assist with approval for citizenship and verification request from federal government
- Train new and existing Federal Work Study students on basic Front Office Task
- Assist and answer student/parent questions regarding FAFSA, CSS Profile and IDOC
- Assigned multiple queries from the Office of Financial Aid Office Manager to include the exception queue, DocuSign documents and Number of Siblings in College
- Time management and prioritization is essential in this role as we wear many hats daily
- Volunteer as needed as well as offered to work the Financial Aid workshop booth on behalf of the Freshmen Open House
- Assist students and parents with Study Abroad financial assistance questions as well as International Students.
Client Services Representative II
Cox Automotive Incorporated
05.2022 - 08.2022
- Assist customers with AD listings for Autotrader and Autotrader classics
- Assist customers with instant cash offers and vehicle valuations
- Handle calls via Salesforce and create a case for every interaction
- Research payments in CyberSource and renew AD’s/Contracts for expired listings
- Answer emails and chats on behalf of clients concerns about renewals and removals of listings
- Process past vehicle value reports for customers via VM ware and Pre KBB software
- Assist with Kelley Blue Book current value valuations
- Attend weekly and bi-weekly team meetings with leadership, quality assurance and senior leadership.
Social Services Specialist I
Georgia Department of Family & Children Services
07.2021 - 12.2021
- Initiates timely, face-to-face responses to screened-in reports of alleged child maltreatment and conducts assessments that identify and address safety concerns
- Managed an assigned caseload of alleged abused, homeless, neglected, or abandoned children in DFCS custody
- Addresses identified safety concerns by immediately developing and implementing safety plans
- Conducts diligent search efforts to locate the child/family when unable to make contact
- Implements Solution Based Casework (SBC)
- Partners with child(ren) and parents in the development and utilization of the Family Functioning Agreement, Action Plan, and Family Plan to achieve desired individual and family-level outcomes
- Completes genograms to identify available family support network
- Collaborates with community partners to create systems of support for children and families
- Ensures that frequency and quality of visits with children and families are adequate to ensure safety, permanency, and well-being
- Identifies the physical, educational, and mental/behavioral health needs of children, parents, and foster parents and ensures identified needs were effectively addressed
- Establishes permanency goals for the child(ren)
- Ensures foster care placements and/or living situations are stable and in the best interests of the child(ren) and are consistent with achieving established permanency goal(s)
- Knowledge of Human Resources policies and procedures State of Georgia
- Makes concerted efforts to achieve permanency for children in a timely manner and consistent with regulations contained in the Adoptions and Safe Families Act
- Documents case management activities within time frames established by policy.
Child Support Agent II
Georgia Department of Human Services
01.2020 - 07.2021
- Maintains understanding of current child support laws in Communications Center
- Communicate with case manager, office manager and other departments to discuss court dates, hearing dates, bankruptcy notices, contempt, and warrant deadlines, to determine appropriate actions and findings
- Document accounts upon each interaction between custodial and non-custodial parents; and attorneys to discuss child support payments, tax offsets, involuntary payments, and liens
- Establishes child support obligations and ensures that such obligations are met
- Communicates with clients and other constituents via telephone, email, correspondence, and direct contact to ensure that support obligations are met
- Performs other professional responsibilities as assigned by supervisor.
Substitute Teacher
Gwinnett County Schools
08.2019 - 12.2019
- Function as lead teacher in the absence of the classroom teacher
- Follow lesson plans, facilitate small work group lessons, and support students via IEP
- Familiarity with best practices in Autism, Mild, Moderate Intellectual Disability and Emotional Behavioral Disorder
- Function as substitute teacher special education classes
- Partnered with communities inclusive of varying socio-economic needs and backgrounds
- Collaborate and coordinate with teachers for social and emotional support.
Analyst Executive Relations
Verizon Wireless
01.2009 - 03.2019
- Handle customer and client complaints with organization and strict attention to details, secure high-risk clients by researching, decision making and negotiating verbal, email and written complaints addressed to Verizon Wireless Executive Leadership
- Compose correspondence and respond to verbal, email, and written complaints on behalf of executive leadership
- Research complaint and negotiate with attorneys to reach an amicable agreement
- Managed a case load of five to ten executive level clients per day to negotiate until an amicable resolution is reached
- Partner with Marketing, Technical Support, and Financial Services and various executives to secure resolutions
- Negotiate, set up, accept, and extend payment arrangements when needed for past due and interrupted wireless accounts
- Process contract renewals for wireless device upgrades
- Communicate with Managers, Associate Directors and Directors for the purpose of collaborating reasonable agreements as well as satisfy a resolution for executive level complaints
- Provide written confirmation for the Better Business Bureau, Federal Communications Commission, and Attorney General
- Administer the investigation and follow-up to ensure equitable solutions are achieved.
Customer Service Supervisor
Verizon Wireless
01.2007 - 01.2009
- Supervised, staffed, trained, and scheduled Call Center CSR’s
- Resolved benefit eligibility issues with newly hired employees
- Entered actions ad benefit as necessary into the ERP system
- Assisted with facilitation and coordination of job fairs, benefit events, retirement events and career fairs
- Interviewed prospective new hire customer service representatives
- Coordinated the new hire process by interfacing with human resources on the hiring decision
- Process contract renewals for wireless device upgrades
- Responsible for delivering feedback for quality call handling
- Coordinated and conducted staff training sessions, team meetings/activities
- Witness/Coach system experience for quality assurance
- Provided CSR’s coaching and training to achieve the highest level of customers’ expectations
- Scheduled and conducted escalated customer complaints, and resolved customer issues
- Track and manage a log of employees of leave of absence
- Meet or exceeded company deadlines
- Analyzed processes for improvement opportunities
- Established open-door policy for customer service employees.
Education
Bachelor of Science - Psychology -
University of Tennessee at Martin
Skills
- Customer Focused
- Critical and Forward Thinker
- Case Management
- Proficient in Microsoft Office & Teams
- Processed and approved payroll for employees
- Ability to manage multiple priorities
- Detail Oriented/Front desk reception
- Excellent Oral and Written communication
- Moderate experience in PeopleSoft HRMS
- Onbase
Training
- Formal Financial Aid from NASFAA, Converse University, Columbia, South Carolina, 2024
- Office of Financial Aid Training, 2022, 2023
- Salesforce training, Cox Automotive Inc., 2022
- Certified in Fundamentals and Essentials Case Management, Division of Family & Children Svcs, 2021
- Substitute Teacher Training and Certification, Regular and Special Education, 2019
- CPI Trained and Certification, Community Healthcare of GA case management, 2019
- CPNI Customer Proprietary Network Information training, 2019
- Verizon Wireless – Root Cause Analysis Training and Certification, 2018
- Verizon Wireless – The Customer Experience, 2017
- Verizon Wireless- Technical Support Training, 2016
- Verizon Wireless – Fraud Prevention, 2015
- Verizon Wireless – Workforce Development – Business Acumen, 2013
- Verizon Wireless – Workforce Development – Management Training, 2007
Timeline
Senior Financial Aid Assistant
Emory University
09.2022 - Current
Client Services Representative II
Cox Automotive Incorporated
05.2022 - 08.2022
Social Services Specialist I
Georgia Department of Family & Children Services
07.2021 - 12.2021
Child Support Agent II
Georgia Department of Human Services
01.2020 - 07.2021
Substitute Teacher
Gwinnett County Schools
08.2019 - 12.2019
Analyst Executive Relations
Verizon Wireless
01.2009 - 03.2019
Customer Service Supervisor
Verizon Wireless
01.2007 - 01.2009
Bachelor of Science - Psychology -
University of Tennessee at Martin
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