Kamelia Sutton

• Provided comprehensive financial aid support to prospective

and current students, including eligibility assessments for Title IV grants, loans, and institutional aid.

• Guided students through the FAFSA process and ensured timely and accurate submission of all financial aid documentation.

• Regularly met with students to review awards, verify documentation, and resolve outstanding financial aid issues.

• Maintained compliance with federal regulations and institutional policies while delivering exceptional customer service.

• Utilized systems such as Core, Genesis, and NSLDS to manage data, process awards, and track.

• Demonstrated strong organizational, communication, and problem-solving skills in a fast-paced, student-centered environment.

• Reviewed initial financial aid applications for accuracy and

compliance with reporting standards.

• Counseled students and parents about financial aid options and

program details.

• Checked guests and owners in and out of the property. Responded to guests/ owner's requests and inquiries. Input information into reservations system to update and maintain records. Worked effectively in fast-paced environments.

• Received housekeeping and maintenance requests or work orders and contact accurate department personnel.

• Generated arrivals, in-house, and guest departure reports.

• Typed correspondence and reports for management as needed.

• Interacted daily with current and past guests via chat system to resolve issues and answer inquiries.

• Handled multiple incoming maintenance and housekeeping requests.

• Remained composed and calm while under pressure ensuring guests received excellent service.

• Self-motivated, with a strong sense of personal responsibility.

• Assisted students with submitting course assignments.

Served as the student’s advisor and first point of contact to ensure questions are answered and concerns are resolved

• Assisted students with questions related to course navigation, academic policies, course expectations, technical assistance, and other student support services

• Provided on-going student retention efforts. Called students to procure proper forms and paperwork

• Demonstrated knowledge of, and carefully followed all applicable federal and state compliance requirements and regulations

• Achieved monthly student retention goals, along with daily student outreach, daily talk time, a sense of urgency, and strong follow-up skills

• Ability to connect with a diverse groups of individuals while providing guidance to at-risk students to ensure student success

• Performed effectively within a metric-driven data management system and workflow tools.

• Provided concise delivery of information that built understanding and motivated action with consistent positive results.

• Effective at overcoming challenges and leading conversations with empathy and holding others accountable.

• Maintained up-to-date knowledge on industry trends and regulations, ensuring accurate advice was provided to clients at all times.

• Challenged and led students to see the bigger problems they faced and showed them clear and proven ways forward to their goals.

• Handled and excelled in retaining a book of business of 90-125 students regularly.

• Proficient with Zoom, SMS Infusionsoft, MS Office, Teams, Interaction Client.

• Developed long-lasting relationships with clients to ensure

consistent retention and loyalty.

• Supported operations and the customer through

monitoring agent transactions quantifying the /results and ensuring all are calibrated properly.

• Accurately performed observations on recorded or live agent calls and scored them against a corporate hill and client provided standard.

• Determined whether agents used proper procedures and efficient and effective practices to provide excellent customer service and support.

• Ensured appropriate levels of skilled analysts to achieve company and/or client required levels of customer satisfaction • Supported new hire quality training and transition

• Participated in any new policy training to ensure all policies are understood.

• Ensured all QA Analyst reporting, and communication requirements were met.

• Configure monthly schedules, payroll, staff evaluations and write ups.

• Provided accurate and creative solutions to user issues to ensure technically accurate solutions for customer satisfaction.

• Consulted knowledge base to research, resolve, and respond to questions via telephone calls, emails, and callbacks.

• Mentored junior team members, fostering growth and enhancing

team performance.

• Handled complaint management, continuous improvement, and business engagement practices. Ensure that all customer escalations and complaints are managed to excellent professional standards and within company terms and policies.

• Supported the delivery of superior customer service and

ensured calls were answered effectively and efficiently throughout the day.

• Maintained contact with relevant departments within the company to ensure support for resolution of customer issues, consistency of approach and smooth cross department cooperation.

• Ensured all documentation is up to date.

• Booked reservations over the phone. And supported call center staff with challenging calls, understanding scripts, and training responsibilities.

• Monitored dashboards for trends to reduce the number of

escalations and improve customer satisfaction.