Elizabeth Clausen
Lake Bluff,IL
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
9
9
years of professional experience
Work History
Senior Military Financial Aid Team Lead
American Intercontinental University Online
- Constant communication between not only students on a day to day basis but also interdepartmental clients/customers.
- Established great knowledge and experience as a financial aid advisor in all areas, including working with first year students, 2nd year students, and position of a specialty team that consists of students that are active in the military
- Proactively provide information and assist students in making the best decisions financially so they can achieve their goal of college graduation.
- Support students in all aspects of the financial aid process by delivering accurate, up to date, information in a professional demeanor.
- Maintaining proper telephone coverage which consists of incoming calls from students.
- Improved team productivity by implementing efficient project management strategies and streamlining communication channels.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Conducted regular progress reviews with individual team members to identify areas for improvement and provide guidance on career development opportunities.
- Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
- Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Trained new team members by relaying information on company procedures and safety requirements.
- Coached team members in techniques necessary to complete job tasks.
- Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
Senior Military Financial Aid Team Lead
Everest College
- Monitored financial aid advising to comply with regulatory and military guidelines.
- Maintained institutional regulatory compliance in federal, state, and military student assistance programs.
- Interviewed and advised students in regard to educational financial planning.
- Utilized electronic data exchange software and sent and retrieved information from Department of Education.
- Produced budget tools, educational support and referrals for clients.
- Answered over customer communications daily via telephone, email and web chat.
- Managed team of 10 employees, overseeing training, and professional growth of employees.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Maintained energy and enthusiasm in fast-paced environment.
- Counseled students about financial aid options and program details.
- Reviewed initial financial aid applications for accuracy and compliance with reporting standards.
- Reviewed financial aid appeals, issuing secondary and final judgments on award packages.
Customer Service Training Manager
Smart Paws Chicago
- Reviewed and edited all training materials for accuracy and company policy compliance.
- Managed new employee orientation training process for more than 10 employees.
- Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
- Streamlined HR efficiencies, coordinated new hire orientations and provided onboarding and training for employees.
- Organized and edited training manuals, multimedia visual aids and other educational materials.
- Directed field training to enhance participants' skills.
- Researched and obtained relevant course materials to achieve training objectives.
- Drove departmental performance and achievement of service levels through focused team operational reviews, structured coaching and managing to enterprise targets.
- Communicated all learning and performance objectives, schedules and training assessments to upper management.
- Trained staff during demonstrations, meetings, conferences and workshops.
- Tested all training software and hardware prior to commencing training programs.
- Conducted orientation sessions and organized on-the-job training for new hires.
- Led daily, weekly and monthly coaching, counseling and feedback sessions.
- Analyzed effectiveness of training programs at all levels and recommended updates.
- Coordinated ongoing technical training and personal development classes for staff members.
Owner/Creator
Tangled Leashes Chicago
08.2015 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Leveraged sales expertise to promote products and capitalized on upsell opportunities.
- Liaised with customers to better understand customer needs and recommend appropriate solutions.
- Consulted with outside parties to resolve discrepancies and create expert solutions.
- Answered customer telephone calls promptly to avoid on-hold wait times or returned messages.
- Cultivated customer loyalty, promoted repeat business and improved sales.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Recommended products to customers, thoroughly explaining details.
- Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction 100% of the time.
- Implemented and developed customer service training processes.
- Surpassed sales goals through implementation of effective marketing strategies.
- Trained new personnel regarding company operations, policies and services.
- Investigated and resolved customer inquiries and complaints quickly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Reached out to customers after completed sales to suggest additional service or product purchases and inquire about needs or concerns.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Responded proactively and positively to rapid change.
- Trained staff on operating procedures and company services.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Created and maintained detailed database to develop promotional sales.
- Applied highly effective selling skills while properly engaging and presenting solutions to customers.
- Educated customers about billing, payment processing and support policies and procedures.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Maintained up-to-date knowledge of product and service changes.
- Sought ways to improve processes and services provided.
- Delivered prompt service to prioritize customer needs.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Education
No Degree - Applied Science
McHenry County College
Crystal Lake, ILNo Degree - Applied Science
City Colleges of Chicago-Harry S Truman College
Chicago, ILSkills
- Efficient and Detail-Oriented
- Verbal and Written Communication
- Creative Problem Solving
- Upbeat and Positive Personality
- Responding to Difficult Customers
- Multitasking and Prioritization
- Customer Retention Strategies
- Courteous with Strong Service Mindset
- Data Entry and Maintenance
- Issue and Complaint Resolution
- Building Customer Trust and Loyalty
- Upselling Products and Services
- Customer Account Management
- Excellent Attention to Detail
- Inbound and Outbound Calling
- Strong Analytical and Problem Solving Skills
- Team-Oriented and Cooperative
- Inter-Department Collaboration
- Patient and Empathetic
- Computer Proficiency
- Time Management
- Business Development
- LiveChat Messaging
- Document and Records Management
- Establishing and Maintaining Customer Relationships
- Proactive Self-Starter
Timeline
Owner/Creator
Tangled Leashes Chicago
08.2015 - Current
Senior Military Financial Aid Team Lead
American Intercontinental University Online
Senior Military Financial Aid Team Lead
Everest College
Customer Service Training Manager
Smart Paws Chicago
No Degree - Applied Science
McHenry County College
No Degree - Applied Science
City Colleges of Chicago-Harry S Truman College
Similar Profiles
Shari WallenShari Wallen
Adjunct Professor at American Intercontinental University OnlineAdjunct Professor at American Intercontinental University Online
Armando AlvarezArmando Alvarez
Admissions Advisor at American Intercontinental University OnlineAdmissions Advisor at American Intercontinental University Online
Andre H. DixonAndre H. Dixon
Senior Admissions Advisor at American Intercontinental University OnlineSenior Admissions Advisor at American Intercontinental University Online
Shari WallenShari Wallen
Adjunct Professor at American Intercontinental University OnlineAdjunct Professor at American Intercontinental University Online
Lauren Navin O'MearaLauren Navin O'Meara
Oncology Dietitian at City of Hope IllinoisOncology Dietitian at City of Hope Illinois