JASON PEREZ
Alhambra,CA
Overview
15
15
years of professional experience
1
1
Certification
Work History
Student Financial Aid Counselor
Fuller Theological Seminary
05.2024 - Current
- Manage high volumes of graduate student inquiries via phone, email, and in-person, providing comprehensive financial counseling and ensuring understanding of aid eligibility, tuition, and institutional requirements.
- Proactively identified and addressed inter-departmental communication inefficiencies; collaborated with the Director of Student Financial Services on a new 'Communication Timeline' and developed a data-tracking spreadsheet (utilizing VBA with AI assistance) to analyze response times and inform workflow improvements.
- Coordinate with multiple departments to resolve complex student issues and clarify policy, ensuring seamless support and service delivery.
- Maintain detailed student financial records in compliance with FERPA and institutional guidelines, ensuring data accuracy and accessibility.
- Draft and edit professional communications, including email campaigns and student-facing content, to convey critical deadlines, funding options, and policy updates clearly and efficiently.
Library Services Specialist
Whittier College
05.2023 - 05.2024
- Led and developed a team of student workers, overseeing daily operations, delegating tasks, and providing ongoing training and performance feedback to ensure high service standards and efficient patron support.
- Delivered front-line support in a high-traffic academic library, assisting students and faculty with catalog access, circulation procedures, and printing systems.
- Managed physical and digital library materials using integrated library systems (Moodle, Papercut), ensuring accurate record-keeping and material accessibility.
- Collaborated with faculty and academic departments to prepare and make accessible course reserves and materials for students each term.
Sales Development Representative
Better Mortgage
08.2021 - 11.2022
- Collaborated with Loan Officers to ensure a seamless mortgage process, contributing to exceptional customer service and achieving a top 5% CSAT score.
- Leveraged live chat platforms to provide comprehensive support, troubleshooting customer inquiries related to document collection and ensuring prompt issue resolution.
- Engaged proactively with prospective applicants, adeptly addressing inquiries about loan products and communicating compelling value propositions to drive engagement.
- Adapted quickly to shifting priorities, managing multiple client cases simultaneously while maintaining accuracy under tight deadlines in a fast-paced sales environment.
- Contributed to team success by sharing insights from client interactions, leading to improvements in workflows and response times.
Library Associate
Caltech
09.2008 - 07.2021
- Provided 13 years of consistent patron support, addressing a wide range of inquiries from the student body with tact, speed, and professionalism.
- Collaborated with the digital library team to create a new course reserves platform, significantly streamlining access to academic resources for students and faculty.
- Managed technical workflows and provided essential troubleshooting, including resolving printer errors in the 3-D printer Maker's Space, ensuring operational continuity.
Education
Bachelor of Arts - English Language And Literature
Michigan State University
East Lansing, MI05-2007
Skills
- Customer Support Excellence: Phone, Email, Live Chat Support; Inquiry Resolution; Customer Onboarding & Retention
- Problem Diagnosis & Resolution: Complex Issue Management; Root Cause Analysis; Troubleshooting; Escalation Management
- Cross-Functional Collaboration: Inter-Departmental Coordination; Stakeholder Communication; Feedback Loop Management
- Data-Driven Insights: Performance Tracking; Data Analysis; Operational Improvement; Process Optimization
- Communication: Clear Verbal & Written Correspondence; Explaining Complex Information; Rapport Building
- Adaptability & Ownership: Fast-Paced Environments; Self-Starter; Continuous Learning; Proactive Problem-Solving
- System Proficiency: CRM/Ticketing Systems (Freshdesk); Data Tracking Tools (Excel, VBA); Internal Platforms
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Student Financial Aid Counselor
Fuller Theological Seminary
05.2024 - Current
Library Services Specialist
Whittier College
05.2023 - 05.2024
Sales Development Representative
Better Mortgage
08.2021 - 11.2022
Library Associate
Caltech
09.2008 - 07.2021
Bachelor of Arts - English Language And Literature
Michigan State University
Summary
Highly customer-focused and analytical professional with over 15 years of experience delivering exceptional support and problem resolution across diverse, high-volume environments. Proven ability to diagnose complex issues, collaborate effectively with internal and external stakeholders, and leverage critical thinking to enhance customer satisfaction. Passionate about owning the customer experience and contributing insights to product improvement within fast-paced, innovative settings.