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 -
02.2022
Business Administration Certification -
01.1992
Numerous courses for Administrative and Financial Managers -
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,