Joshua Rodriguez
Frisco,TX
Summary
Results-driven Customer Service Supervisor with 10 years of experience leading high-volume call center teams in the student loan and financial services sector. Proficient in enhancing team capabilities through training, mentoring, and performance evaluations. Demonstrated track record of improving workflow efficiency, boosting customer satisfaction, and ensuring regulatory compliance. Skilled in utilizing KPIs and metrics to drive service excellence across various systems and tools.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Student Loan Specialist Supervisor
MOHELA
08.2023 - 03.2025
- Supervised and developed call center staff in managing federal student loan servicing functions.
- Implemented training strategies and conducted performance evaluations to drive team excellence.
- Managed complex borrower issues including deferments, forbearance requests, and repayment plans.
- Reduced processing errors by 30% through process audits and workflow adjustments.
- Elevated customer satisfaction through targeted coaching and rapid issue resolution.
- Remote
Student Loan Specialist Supervisor
Nelnet
12.2020 - 07.2023
- Oversaw daily operations of a high-volume customer service team, ensuring adherence to KPIs.
- Guided new employee onboarding, increasing team retention and productivity.
- Acted as escalation point for complex claims and borrower concerns, resolving 95% of issues within 48 hours.
- Streamlined communication procedures and improved service delivery consistency.
- Nebraska
Student Loan Specialist Supervisor
Great Lakes Higher Education
11.2017 - 12.2020
- Directed a team of specialists focused on federal student loan account management.
- Drove continuous improvement by analyzing team performance metrics and implementing targeted training.
- Enhanced borrower experience by aligning service operations with compliance standards.
- Increased customer satisfaction scores by 20% through process optimization.
Recruiter
WheelHouse Resource Partners
02.2014 - 07.2014
- Sourced, screened, and onboarded candidates across multiple disciplines.
- Supported HR and compliance operations, emphasizing process efficiency and service accuracy.
- Applied customer service principles to internal client management and talent support.
Skills
- High-Volume Call Center Leadership
- Team Training, Mentorship & Supervision
- KPI Monitoring & Performance Optimization
- Conflict Resolution & Escalation Management
- Process Improvement & Workflow Streamlining
- Customer Relationship Management (CRM)
- Regulatory Compliance (Title IV, FFELP, HIPAA)
- Technical Proficiency: Salesforce, ServiceNow, Office 365, VPNs
- Strong communication skills
- Empathy and patience
- Professionalism and ethics
- Critical thinking aptitude
Certification
- Leadership & Team Supervision
- Customer Service Excellence
Timeline
Student Loan Specialist Supervisor
MOHELA
08.2023 - 03.2025
Student Loan Specialist Supervisor
Nelnet
12.2020 - 07.2023
Student Loan Specialist Supervisor
Great Lakes Higher Education
11.2017 - 12.2020
Recruiter
WheelHouse Resource Partners
02.2014 - 07.2014
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