Crystal Melendez
Bronx
Summary
Detail-oriented and bilingual administrative professional with 9+ years of experience in financial aid, enrollment management, and student services within higher education. Proven ability to manage cross-functional operations between admissions and financial aid, support compliance with federal/state regulations, and improve student experience through clear communication and process enhancements. Skilled in CRM systems, financial aid counseling, and high-volume caseload management.
Overview
11
11
years of professional experience
Work History
Admission Representative & Financial Aid Liaison
New York Film Academy
08.2022 - Current
- Conduct informational sessions, campus tours, and one-on-one advising for prospective students and families, guiding them through admissions and financial aid processes.
- Manage a high-volume caseload of prospective students, ensuring consistent follow-up and personalized communication via phone, email, and CRM systems.
- Serve as a Financial Aid Liaison between Admissions and Financial Aid departments, ensuring accurate and timely communication of student financial aid status.
- Communicate critical updates including award letters, outstanding documentation, verification requirements, and application deadlines.
- Assist students and families in understanding financial aid packages, out-of-pocket costs, and enrollment next steps, increasing enrollment conversion.
- Collaborate with Financial Aid to resolve discrepancies, expedite pending reviews, and address student concerns efficiently.
- Contributed to improved enrollment timelines by strengthening communication between departments and reducing delays in financial aid processing.
- Support the development and revision of email templates to clearly communicate admissions decisions, financial aid awards, and required actions.
- Redesigned billing information formats to align with modern higher education standards, improving transparency and student comprehension.
- Provide guidance on payment plans, financial aid options, and affordability strategies.
- Coordinate and present at Open House and recruitment events, delivering combined admissions and financial aid presentations.
- Review applications and supporting documents to ensure compliance with institutional policies.
- Represent the institution at college fairs and recruitment events to support enrollment growth.
Financial Aid Assistant
Pace University
12.2019 - 08.2021
- Evaluated student academic progress in alignment with SAP policies and financial aid eligibility requirements.
- Verified and processed federal documentation including tax transcripts and W-2s for financial aid determination.
- Managed high-volume student inquiries across in-person, phone, and email channels, improving clarity on financial aid processes.
- Ensured compliance with federal and state regulations while advising students and families on financial aid programs.
- Assisted with professional judgment reviews for students experiencing financial hardship.
- Supported audit preparation and reconciled financial aid records to maintain compliance and accuracy.
Enrollment Management / College Assistant
Borough of Manhattan Community College
06.2018 - 01.2019
- Served as first point of contact for students regarding admissions, enrollment, and academic requirements.
- Processed admissions-related documentation and updated student records in CUNY First.
- Assisted international students with enrollment and visa-related processes.
- Supported recruitment initiatives during peak enrollment periods.
College Assistant / Bursar Office
Bronx Community College
10.2015 - 05.2018
- Provided detailed guidance on tuition, billing, and account balances using CUNY First and SIMS systems.
- Processed payments, refunds, and billing adjustments while maintaining financial accuracy.
- Assisted students with FAFSA, payment plans, and financial aid-related billing questions.
- Managed student account holds and financial records in compliance with institutional policies.
- Balanced daily cash drawers and maintained general ledger accuracy.
- Coordinated third-party billing (VA benefits, scholarships, and external agencies).
- Assisted payroll administration while maintaining confidentiality and compliance.
Education
Criminal Justice
University of Bridgeport
Bridgeport, CTundefined
New York City College of Technology
Brooklyn, NYSkills
- Admissions & Enrollment Management
- Financial Aid Counseling & Compliance (FAFSA, SAP, Verification)
- Cross-Department Collaboration
- Student Advising & Customer Service
- CRM Systems (Salesforce, Banner, PeopleSoft, Oracle, FileMaker)
- Process Improvement & Workflow Optimization
- Bilingual Communication (English & Spanish)
- Microsoft Office Suite (Excel, Word, Outlook, PowerPoint)
- Paperwork processing
- Staff training
- Customer service
ADDITIONAL STRENGTHS
- Proven ability to improve processes and enhance student experience
- Strong attention to detail in high-volume, deadline-driven environments
- Ability to translate complex financial information into clear, student-friendly language
Languages
Spanish
Full Professional
English
Native or Bilingual
Timeline
Admission Representative & Financial Aid Liaison
New York Film Academy
08.2022 - Current
Financial Aid Assistant
Pace University
12.2019 - 08.2021
Enrollment Management / College Assistant
Borough of Manhattan Community College
06.2018 - 01.2019
College Assistant / Bursar Office
Bronx Community College
10.2015 - 05.2018
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New York City College of Technology
Criminal Justice
University of Bridgeport