Erin Tate
Carlisle,PA
Summary
Detail-oriented Financial Analyst experienced in navigating financial reconciliation and compliance within student loan industry. Achieved optimization of team productivity and exceeded contract KPIs through data-driven strategies and insights. Focused on translating complex datasets into clear, actionable business conclusions.
Overview
21
21
years of professional experience
Work History
Customer Service Representative
MOHELA
03.2025 - Current
- Provided exceptional customer service to ensure customer satisfaction.
- Resolved customer complaints promptly and efficiently.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Built strong customer relationships by delivering tailored assistance and support.
- Identified improvement areas in customer service processes and recommended actionable changes.
- Implemented innovative methods for streamlining the customer service process.
- Collected customer feedback through surveys and analyzed data to enhance service quality.
Customer Service Rep I & II
PHEAA
Harrisburg, PA
08.2014 - 01.2025
- Expert in communication, assessment, problem-solving, organization, and empathy.
- Promoted high customer satisfaction by resolving problems with knowledgeable, and friendly service.
- Managed incoming calls to address customer inquiries and provide assistance., resolving intricate account matters to enhance customer experience.
- Deliver top-notch customer service by attentively addressing callers' needs.
- Utilized probing techniques to understand customers' perspectives, leading to tailored solutions.
- Demonstrated empathy toward customers' concerns, and provided solutions.
- Developed strong relationships with customers by providing personalized assistance and support.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Maintained detailed records of customer interactions and transactions to support future service improvements.
- Compiled and prepared the information required to process adjustments to loans.
- Supplied accurate information on standard inquiries about AES/PHEAA services and products.
- Responded to inquiries regarding military benefits to provide accurate information. related to military benefits.
- Handle intricate Income Driven Repayment applications.
Office Manager
Vital Communications, LLC
Mechanicsburg, Pennsylvania
08.2006 - 03.2009
- Developed onboarding materials and trained office staff to streamline integration of new employees.
- Coordinated communication between departments to align efforts with organizational goals.
- Implemented policies to enhance workplace efficiency and communication.
- Maintained organized filing systems and managed electronic records to ensure easy access and compliance.
- Managed scheduling to optimize route efficiency and resource allocation.
- Supervised the training of new hires in dispatching protocols and processes.
Property Manager
GSP Management inc.
Morgantown, Pennsylvania
03.2006 - 07.2006
- Oversaw lease agreements and enforced property rules and regulations to maintain compliance and uphold property standards.
- Managed tenant relations to foster positive community interactions and resolved disputes through effective communication.
- Coordinated maintenance requests, ensuring timely completion of repairs to enhance tenant satisfaction.
Education
Certification - Office Systems Technology
Computer Learning Network
Camp Hill, Pennsylvania06-1996
High School Diploma -
Cumberland Valley High School
Mechanicsburg, PA06-1989
Skills
- Customer service
- Complaint resolution
- Problem resolution
- Account management
- Customer relationship management
- Process improvement
- Data analysis
- Microsoft Excel
- Critical thinking
- Root cause analysis
- Decision-making
- Collaborative strategies
- Interpersonal communication
- Empathy and compassion
Accomplishments
- Triple Crown Achievement~ in AES Contact Center
- High Achiever~ In recognition of earning 100% Phone (Technical) Quality
- High Achiever~ Customer Feedback Recognized for compliments for excellent customer service
- High Achiever~ In recognition of achieving Processing QA Score of 100%
Timeline
Customer Service Representative
MOHELA
03.2025 - Current
Customer Service Rep I & II
PHEAA
08.2014 - 01.2025
Office Manager
Vital Communications, LLC
08.2006 - 03.2009
Property Manager
GSP Management inc.
03.2006 - 07.2006
Certification - Office Systems Technology
Computer Learning Network
High School Diploma -
Cumberland Valley High School