Summary
Overview
Work History
Education
Skills
Affiliations
Languages
Accomplishments
Certification
References
Work Availability
Timeline
Karen Jett

Karen Jett

Enterprise,AL

Summary

Resourceful professional highly skilled in administration and building lasting relationships. Team player offering dynamic personality and extensive background in customer support, problem-solving and office administration. Customer Service Administrator with high level of expertise in the private sector and Higher Education.

Overview

29
29
years of professional experience
1
1
Certification

Work History

Customer Service

Trellis/Oklahoma Student Loan Authority
Round Rock, Texas
06.2022 - 12.2023
  • Attended to customer service issues regarding Federal Student loans
  • Quoted and processed Income Driven and Term Based repayment plans
  • Received and posted payments to loan accounts.
  • Assisted with Student Loan Forgiveness, consolidation forbearance and deferments
  • Delivered prompt, knowledgeable solutions to address customers' loan service issues.
  • Audited files regularly to detect and correct paperwork and processing errors.
  • Assisted with completion of documentation such as FAFSA paperwork, answered questions, and delivered key information.
  • Provided one-on-one counseling to students regarding financial aid program options and requirements.

CSR

Trellis/Texas Workforce Commission
Round Rock, Texas
01.2022 - 12.2023
  • Asked Childcare Providers probing questions to assist with their 2022 Childcare Relief Grant application
  • Advised allowable and unallowable cost
  • Technical support for website access
  • Liaison between childcare providers and Texas Workforce Commission to research why providers were not eligible to apply for grant.
  • Met and exceeded productivity targets by handling every interaction with top-notch customer service.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Mentored new employees on procedures and policies to maximize team performance.
  • Developed strong customer relationships to encourage repeat business.

Registration Clerk

Columbus Medical Center
Columbus, GA
05.2015 - 01.2017
  • Spoke to patients upon arrival to determine if personal data or insurance information had changed.
  • Welcomed patients to facility and assisted with registration sign-in process.
  • Worked with nurses and other clinic staff to process patients and direct to appropriate departments.
  • Adhered to HIPAA guidelines and maintained integrity of hospital policies and procedures.
  • Contacted insurance carriers to verify coverage, copays and deductible information for patients.
  • Asked various questions from clients to obtain the information necessary for paperwork.
  • Carefully checked insurance information for benefits coverage and input pre-authorization documents into system.
  • Registered patients for outpatient procedures and emergency services.
  • Processed cash, debit and credit card payments for services rendered and printed receipts detailing services.
  • Kept processes moving along smoothly so that wait times were minimized.
  • Protected medical information against unauthorized access, loss, or corruption by consistently following security protocols.
  • Responded to incoming department phone calls and directed callers to appropriate team members based on need.
  • Explained forms and documents to patients, guardians and family members, distributing copies and confirming comprehension.

Administrative Manager

Georgia Tech/School of Public Policy
Atlanta, GA
03.2007 - 07.2014
  • Managed State and Foundation accounts for The School of Public Policy
  • Completed month-end and year-end closings, kept records audit-ready and monitored timely recording of accounting transactions.
  • Developed or analyzed information to assess current or future financial account status.
  • Coordinated preparation of materials and financial reporting for audits.
  • Procurement Card Management
  • Inventoried and ordered supplies for office.
  • Tracked and submitted employee timesheets to prepare for payroll processing.
  • Completed General Ledgers reports, Journal Entries and Electronic Cost Transfers
  • Contract negotiations, consulting, and purchasing agreements
  • Gathered documents and compiled Promotion and Tenure packets for the faulty of Public Policy
  • Processed all hiring, termination, and pay increases for faculty and staff
  • Interviewed for positions within our school and ensured all hiring documents were completed correctly
  • Provided secretarial and office management support while building cooperative working relationships.
  • Created and revised systems and procedures by analyzing operating practices, recordkeeping systems and forms control.
  • Organized both physical and digital files and updated reports to coordinate project materials.
  • Responded effectively to sensitive inquiries or complaints.
  • Implementing new rules and regulations
  • Drafted applications for H1-B/J1-B Visa’s
  • I worked closely with these applications to ensure their transition to America was as stress-free as possible
  • Executed on-time, under-budget projects by solving complex issues for senior leadership.
  • Coordinated travel arrangements and completed expense reports for travel reimbursement.
  • Prepared successful grant packages for scholars attending the National Science Foundation Annual Conference
  • Responsible for purchases and proper disposal for all equipment purchased under state and sponsored accounts.
  • Pitched in to help with office tasks during busy periods and staff absences.
  • Upheld and applied state laws, contractual obligations and district policies to comply with regulations and obtain necessary school funding.
  • Used voice recorder or notepad to compose and transcribe meeting minutes.
  • Built trust and rapport with students, faculty, staff and outside vendors by remaining compassionate and supportive in variety of situations.

Service Coordinator

Compressed Air Products
Peachtree City, GA
03.2003 - 03.2007
  • Liaised between client and technician to keep parties fully informed.
  • Identified methods to improve customer experiences, meeting or exceeding expectations.
  • Toggled between multiple systems and databases to look up information and update records.
  • Communicated with customers upon service completion to answer final questions and determine level of customer satisfaction.
  • Worked with technicians to complete paperwork within designated time.
  • Confirmed completed or closed work order by reviewing notes and following up on pending items.
  • Managed emergency service requests by communicating schedules and expediting parts shipments and repairs.
  • Organized client meetings to provide project updates.
  • Audited company's legal documents to verify compliant policies and procedures.
  • Processed and sent invoices, adjustments and credit memos to customers.
  • Reviewed vendor documentation to comply with payment guidelines.
  • Accurately input procedure codes, diagnosis codes and service information into billing software to generate up-to-date invoices.

Customer Service Team Leader

Nextel/Sprint
Panama City Beach, Florida
01.2001 - 01.2003
  • Recommended, selected and located merchandise based on customer desires.
  • Completed new OS installations on phones, tablets and laptops.
  • Performed complete phone erasures and factory resets, debugged problems and refurbished devices.
  • Exceeded customer satisfaction by finding creative solutions to problems.
  • Upheld quality control policies and procedures to increase customer satisfaction.
  • Consulted with customers to resolve service and billing issues.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Educated customers on special pricing opportunities and company offerings.
  • Mentored new employees on procedures and policies to maximize team performance.
  • Worked with cross-functional teams to achieve goals.

Claims Analyst

Sallie Mae Loan Servicing
Lynn Havem, Florida
01.2001 - 01.2003
  • Assessed processing reports each day to effectively submit claims.
  • Gathered proper documentation and data to prepare claims for submission.
  • Followed all company procedures to keep data confidential.
  • Discussed current cases and issues in claim committee meetings.
  • Evaluated and motivated employees to continuously develop and grow in both performance and knowledge.
  • Researched and followed up on denied claims.
  • Analyzed account declining balance and due diligence history,
  • Communicated with senior accounting staff about discrepancies and devised plans to reconcile financial issues.
  • Analyzed documentation and standard financial statements for accuracy.

Customer Service Team Lead

Sallie Mae Loan Servicing
Lynn Haven, Florida
01.1995 - 01.1999
  • Provided one-on-one counseling to students regarding financial aid program options and requirements.
  • Assisted with completion of documentation such as FAFSA paperwork, answered questions, and delivered key information.
  • Received and posted payments to loan accounts.
  • Reviewed loan agreements to verify completeness and accuracy according to applicable policies.
  • Approved or denied private loan applications and explained reasoning behind decisions.
  • Monitored and located debtors by using automated systems.
  • Identified valuable solutions for customers with financial problems.
  • Set up payment plans, deferments and forbearance based on client financial and life situation.
  • Supported customers with online billing, access and account issues.

Education

Grant Writing and Research Certification -

University of South Carolina
02.2022

Business Administration Certification -

Haney Technical Center
01.1992

Numerous courses for Administrative and Financial Managers -

Georgia Institute of Technology, Office of Professional Development

Skills

  • Account Management
  • Needs Assessment
  • Quality Control
  • Relationship Building
  • Policies and Procedures Adherence
  • Team Collaboration
  • Administrative and Office Support
  • Customer Account Management
  • Transaction Processing
  • Problem-Solving
  • Adaptability and Flexibility
  • Interpersonal Communication
  • Issue and Complaint Resolution
  • Microsoft Office
  • Employee Coaching
  • Goal Setting
  • Problem-Solving Aptitude
  • Professional Telephone Demeanor
  • Order and Refund Processing
  • Time Management
  • Data Entry
  • Professional Demeanor
  • Time Management Abilities
  • Multitasking
  • High-Energy Attitude
  • Inbound and Outbound Calling
  • Calm Under Pressure
  • Conflict Mediation
  • Excellent Communication
  • Document and Records Management
  • Stock Management
  • Call Center Operations
  • Shipping and Receiving Understanding
  • LiveChat Messaging
  • Account Updating
  • 40 Wpm Typing Speed
  • Credit Card Payment Processing
  • Call Metrics
  • Written Communication
  • MS Office
  • Billing Adjustments and Refunds
  • Merchandise Orders and Exchanges
  • Customer Service Excellence
  • Analytical Skills
  • Adaptability
  • Analytical Thinking
  • Quality Assurance Controls
  • Work Prioritization
  • Microsoft Exchange
  • Data Management
  • Problem-Solving Abilities
  • Attention to Detail
  • Calm and Professional Under Pressure
  • Problem Resolution
  • Teamwork and Collaboration
  • Reliability
  • Customer Data Confidentiality
  • Report Creation
  • Report Preparation
  • Report Generation
  • Customer service awareness
  • Policies and procedures
  • Staff Management
  • Negotiation
  • Business administration
  • Coaching and mentoring
  • Verbal and written communication
  • Account management
  • Complaint resolution
  • Recordkeeping strengths
  • Creative problem solving
  • Staff education and training
  • Administrative support
  • Documentation and reporting
  • Expense reporting
  • Organization skills
  • Project Management
  • Telephone skills
  • Mail handling
  • Travel coordination
  • Time management
  • Scheduling
  • Office management
  • Bookkeeping
  • Performance improvement
  • Security awareness
  • Office administration
  • Professional demeanor
  • Customer/Client relations
  • Travel planning
  • Customer and client relations
  • Correspondence distribution

Affiliations

Canine Training, Rehabilitation and Rescue

Horseback Riding

Community Outreach

Felines Under Rescue - Servicing the Community by paying for surgical procedure.

Yoga

Boating

Languages

English
Native/ Bilingual

Accomplishments

  • GA Tech School Of Public Policy, Employee of the Year 2012

Certification

  • Grant Writing and Research Certification
    University of South Carolina 02-2022
  • Numerous courses for Administrative and Financial Managers
    Georgia Institute of Technology, Office of Professional Development
  • Business Administration Certification
    Haney Technical Center 1992

References

References available upon request.

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Customer Service - Trellis/Oklahoma Student Loan Authority
06.2022 - 12.2023
CSR - Trellis/Texas Workforce Commission
01.2022 - 12.2023
Registration Clerk - Columbus Medical Center
05.2015 - 01.2017
Administrative Manager - Georgia Tech/School of Public Policy
03.2007 - 07.2014
Service Coordinator - Compressed Air Products
03.2003 - 03.2007
Customer Service Team Leader - Nextel/Sprint
01.2001 - 01.2003
Claims Analyst - Sallie Mae Loan Servicing
01.2001 - 01.2003
Customer Service Team Lead - Sallie Mae Loan Servicing
01.1995 - 01.1999
University of South Carolina - Grant Writing and Research Certification,
Haney Technical Center - Business Administration Certification,
Georgia Institute of Technology, Office of Professional Development - Numerous courses for Administrative and Financial Managers,
Karen Jett