Keyana Washington
Crofton,Md
Summary
Persistent Team Leader/Advisor experienced in supervising, training and motivating 2-15 team members. Skillful in redesigning processes for efficiency gains, analyzing trends and service reports and mentoring and guiding advisors in performing assigned duties. Results-oriented professional committed to exceptional, responsive service in all interactions with students and employees.
Overview
7
7
years of professional experience
Work History
Tuition Coordinator
University Of Maryland Global Campus
Adelphi , MD
10.2021 - Current
- Coaches ad educates students about the funding process to develop a long term funding plan for their education that incorporates correct funding type(s) for each student to succeed.
- Possesses a thorough understanding of UMGC payment options, procedures, and systems including Federal Title IV regulations, veterans benefits, military benefits, corporate benefits, payment plans and other payment options.
- Provides a high-quality experience to each student that ensures they feel heard, valued and supported throughout their journey at UMGC.
- Conducts phone-based outreach to students based on funding status, document submission requirements and overdue balances, providing solution focused coaching to resolve issues.
- Participates in training, recruitment and retention activities including new hire shadowing sessions, attending virtual open house events and information sessions and webinars to offer funding guidance to new and returning students.
- Accurately documents, maintains, and tracks all student interactions, information, and progression through the Customer Relations Management system
Team Leader
Kelly Services
Remote, MD
08.2017 - 06.2021
- Led a team of 8-15 technical support advisors
- Ran attendance reports daily along with whereabouts of each and every advisor in the line of business.
- Evaluated 3 calls per advisor per month. Coached each advisor on weekly metric goals and other important need-to-know behaviors
- Mentored and guided advisors to foster proper completion of assigned duties.
- Coached team members in customer service techniques, providing feedback and encouragement toward reaching sales goals.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
Senior Advisor
PayPal
Harlingen, TX
07.2014 - 11.2016
- Took inbound consults and escalated calls from floor advisors.
- Created or continued dispute cases for both buyers and sellers through online purchases and sales.
- Took part in new hire classes as a trainer and a nesting mentor.
- Participated in various projects including a new call center startup.
Education
H.S. Diploma -
Arundel High School
Gambrills, MDBachelor of Science - Sports Management
Wesley College
Dover, DEBachelor of Science - Computer Science
University of Maryland Global Campus
Adelphi, MD12.2024
Skills
- Microsoft Access
- Customer Service
- Verbal and Written Communication
- Time Management
Timeline
Tuition Coordinator
University Of Maryland Global Campus
10.2021 - Current
Team Leader
Kelly Services
08.2017 - 06.2021
Senior Advisor
PayPal
07.2014 - 11.2016
H.S. Diploma -
Arundel High School
Bachelor of Science - Sports Management
Wesley College
Bachelor of Science - Computer Science
University of Maryland Global Campus
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