IAN QUEEN
Chattanooga,TN
Summary
Dynamic advisor with extensive experience in providing expert guidance on federal and institutional regulations, complemented by strong analytical skills and a proven ability to assess financial needs effectively. Known for fostering collaboration and adaptability, consistently enhancing team performance and ensuring high levels of student satisfaction. Skilled in problem-solving and communication, adept at navigating students through intricate financial processes with clarity and support. Committed to delivering impactful results in fast-paced environments while demonstrating reliability and resourcefulness.
Overview
21
21
years of professional experience
Work History
Senior Financial Aid Specialist
University of Tennessee at Chattanooga
03.2014 - 09.2020
- Providing application assistance to students and parents regarding federal, state and institutional requirements; proofing student documents for completeness, directing students and parents to appropriate staff and scheduling appointments.
- Assisting with on-line financial aid applications (including FAFSA: Free Application for Federal Student Aid) on the web, Entrance and Exit Counseling and Master Promissory Note requirements, Self-Service missing documents requirements, Self Service Award Letters, and Satisfactory Academic Progress requirements.
- Advising students of the repercussions of dropping and withdrawing from classes.
- Up to date comprehensive knowledge of Federal Law and guidelines relative to Financial Aid in order to properly communicate the appropriate information to students and parents.
- Up to date comprehensive knowledge of relevant software applications including but not limited to Banner, Argos, BDMS, and NSLDS (National Student Loan Database Service) Oversee department correspondence via telephone, on-line and in office inquiries made by students, parents and general public at large.
- Receive and process requests for Emergency Loan funds request.
- Properly and professionally serve as primary reception point of contact to as many as 2000 inquiry requests on a monthly basis.
- Supervisor: Kim Whiteside (423-425-4677).
Student Services Assistant III
University of Tennessee at Chattanooga
07.2011 - 03.2014
- Ensuring accurate processing of all documents that come in and out of the Department of Financial Aid.
- Monitors and performs quality assurance for documents and run reports to monitor incomplete documents and logging errors.
- Meet with students and parents to discuss financial aid options and assist in presentations about the financial aid process.
- Monitor Department emails account and contact students and parents regarding documents submitted.
- Oversee the process flow for Professional Judgment files.
- Oversee the coordination and consortium agreement forms in both incoming and outgoing students.
- Coordinate annual process of scanning back logged documents and preparing documents for proper confidential storage and/or disposal.
- Responsible for the transmission of corrections to student files to the Department of Education using Banner, CPS and EDConnect.
- Perform 'Corrected Lock File' process within Banner to ensure aid is awarded and disbursed on the correct ISIR.
- Process contains millions of dollars in liability if performed incorrectly.
- Recruiting, interviewing and hiring of student personnel for the Department's processing staff.
- Provide supervision of the work of 7-8 student employees in the area of scanning, indexing and logging documents for the Financial Aid office.
- Coordinate all student work and schedules for student employees in parallel to their class schedules to ensure the Department has sufficient staff coverage on a daily basis and during special holiday schedules.
- Develop and enacts comprehensive training plan for Processing to Verification to the completion of Income Adjustments in the most efficient and timely manner possible.
- Assist in verification of student files during peak season time.
- Coordinated mass mailing projects with student employees.
- Set up systems to maintain scanner, copier, shredder and processing computers with software updates and oversee processing and storage facilities.
- Oversee processing and document all returned mail.
- Supervisor: Jennifer Buckles (423-425-4677).
Customer/Student Service Representative
University of Tennessee at Chattanooga
07.2007 - 07.2011
- Assisting students in all aspects of financial aid.
- Responsibilities range from general information to prospective students with the completion of financial aid applications, verification documents and federal loan requirements.
- Knowledge of University policies and systems such as Banner, Reflections and Nolij.
- Assisting Financial Aid counselors with student notifications and aid appeals, Logging and returning all department emails.
- Creating and structuring student employee's work schedule in parallel with their class schedule.
- Supervisor: Tonia Martin (423-425-2906).
Temp Contract Project
Chattanooga Area Regional Transportation Authority
04.2007 - 05.2007
- Survey, Audit and Data Collection (Temp Contract Project, Conducting surveys and audits measuring ridership statistics along bus routes in and around the Chattanooga Area.
- Collecting data and comparing the correlation of number of riders in relation to arrival/departure time and location using interactive software and hand-held HP devices.
- Supervisor: David Stevens (423-629-1441).
Sales, Customer Service and Repair Representative
Communications and Electronics
02.2005 - 05.2006
- Provided personal service to up to fifty customers per day.
- Developed and managed client relationship.
- Served as liaison between clients and the Sprint/Nextel Corporation.
- Negotiate subscriber agreements and contract terms.
- Continuously sought to improve quality of service, products and processes.
- Serviced and repaired customer handsets with new manufacture parts, using the most cost efficient methods to keep customer service interruption at a minimum.
- Created and processed warranty claims from time of repair to submission to the Sprint/Nextel Corp.
- Generated monthly retail sales that met or exceeded set goals.
- Often achieved and surpassed sale quotas on a monthly and quarterly basis.
- Cold-calling potential clients.
- Contacted clients to insure their satisfaction with their account and maintained records on client accounts.
- Invited client feedback.
- Provide technical support for Sprint/Nextel products and services.
- Supervisor: Drew Norris (423-504-4602).
Ticket Agent
Chattanooga Area Regional Transportation Authority
05.2000 - 08.2004
- Ticket Sales and Duties, Accomplishments and Related Skills: Responsible for the sale of passenger tickets for the Incline Railway.
- Managing the sale of up to 1000 tickets per day.
- Maintained the ticket office cash box with average sales of 10,000 dollars per day.
- Answered inquiries about the Incline Railway's history.
- Provided directions and information about the Chattanooga Metropolitan area.
- Supervisor: Jim Millwood (Retired) (423-821-4224).
Admissions Officer
Hampden-Sydney College
12.1999 - 05.2002
- Member of the Student Admissions Committee Duties, Accomplishments and Related Skills: Position was Dean appointed through faculty nomination.
- Met with perspective students and their families and introduced them to the College's unique campus life.
- Hosted prospective for weekend visits.
- Conducted Open House recruitment events.
- Answered inquiries into student life, academic demands and history of the College and the surrounding area.
- Consulted by the Dean of Students for my evaluation of applicants to the College.
- Worked with the Dean of Students and assistant Deans on recruitment projects.
- Supervisor: Anita Garland (434-223-6000).
Post Office Clerk and Staff
Hampden-Sydney College
08.1999 - 05.2001
- Received and organized all US mail and parcels delivered to the college daily.
- Sorted and distributed mail to individual college departments.
- Worked with the Postmaster in maintaining the Post office.
- Ensured the verification and delivery of all parcels in a timely manner.
- Supervisor: Mildred Grenouillou (Retired) (434-223-6000) Weill, Durand & Long Attorneys at Law 700 Tallan Building.
- Processed incoming and outgoing mail efficiently, ensuring timely delivery.
Office Clerk and Courier
Weil & Weil Law Offices
05.1999 - 08.1999
- Provided the secure delivery of confidential legal documents to local courts and businesses in the Chattanooga metropolitan.
- Insured the correct filing and management of records for the firm's active and closed cases.
- Answered telephone inquiries.
- Performed various tasks and errands for the office personnel that contributed to the successful operation of the office.
- Supervisor: Flossie Weill (423-756-5900).
Education
Bachelor's - Criminal Justice
The University of Tennessee
Chattanooga, TN05.2013
Some College (No Degree) - Economics
Hampden-Sydney College
Hampden Sydney, VAHigh school diploma - undefined
The Baylor School
Chattanooga, TN05.1999
Skills
- Strong attention to detail
- Effective communication
- Client support
- Reliable team member
- Meticulous attention to detail
- Excellent communication abilities
- Problem-solving expertise
- Strong ability to prioritize tasks
- Excellent relationship management
- Strong public speaking abilities
- Problem-solving abilities
- Project execution
- Data analysis
- Student academic support
- Ellucian
- Appeals coordination
- Strong leadership traits
Timeline
Senior Financial Aid Specialist
University of Tennessee at Chattanooga
03.2014 - 09.2020
Student Services Assistant III
University of Tennessee at Chattanooga
07.2011 - 03.2014
Customer/Student Service Representative
University of Tennessee at Chattanooga
07.2007 - 07.2011
Temp Contract Project
Chattanooga Area Regional Transportation Authority
04.2007 - 05.2007
Sales, Customer Service and Repair Representative
Communications and Electronics
02.2005 - 05.2006
Ticket Agent
Chattanooga Area Regional Transportation Authority
05.2000 - 08.2004
Admissions Officer
Hampden-Sydney College
12.1999 - 05.2002
Post Office Clerk and Staff
Hampden-Sydney College
08.1999 - 05.2001
Office Clerk and Courier
Weil & Weil Law Offices
05.1999 - 08.1999
High school diploma - undefined
The Baylor School
Bachelor's - Criminal Justice
The University of Tennessee
Some College (No Degree) - Economics
Hampden-Sydney College