Kimberly Miley
De Forest,WI
Summary
Dynamic professional with extensive experience in team leadership and cross-department collaboration. Skilled in problem-solving and attention to detail, consistently delivering improved service delivery and team performance. Looking forward to rejoining the work force after a professional break to care for my family.
Overview
15
15
years of professional experience
Work History
Team Leader 2
Nelnet Student Loan Services
Madison, WI
10.2022 - 12.2023
- Trained new staff on policies, procedures, and software systems to enhance performance.
- Monitored workflow to ensure compliance with regulatory standards and internal guidelines.
- Collaborated with departments to streamline communication and improve service delivery.
- Analyzed team performance data to identify areas for improvement and implement solutions.
- Helped plan regular team meetings to address challenges, share updates, and foster collaboration.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Developed team members' skills through targeted coaching sessions, resulting in improved individual performance.
- Assisted in recruitment to build team of top performers.
- Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
Account Correct Analyst 3 - Team Lead
Great Lakes Higher Education
Madison, WI
08.2016 - 10.2022
- Answer questions/Support team members in daily tasks.
- Training new team members on team processes and procedures.
- Running weekly data files received from National Student Loan Data System (NSLDS) and National Student Clearinghouse.
- Maintain team mailboxes answering questions and processing status change requests from other teams and departments.
- Collecting/organizing data and updating status for Final Demand requests.
- Conducted regular quality assurance checks on data entries, maintaining high standards of accuracy.
- Side by side coaching with team members when needed.
- Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.
- Performing manual status change updates to correct borrowers' enrollment and/or account status.
Account Correction Analyst 2
Great Lakes Higher Education
Madison, WI
08.2014 - 08.2016
- Processed borrower enrollment per NSLDS and Clearinghouse.
- Performing manual status updates as needed to correct borrower enrollment and status history.
- Processing specialty forbearances received in Great Lakes Workflow system.
- Contacting schools to obtain missing enrollment for students or verify incorrect reporting.
Account Clerk 2
Great Lakes Higher Education
Madison, WI
03.2013 - 08.2014
- Process forms to update Status of borrowers' accounts.
- Process Enrollment Verifications from schools.
- Update borrowers enrollment information using Clearinghouse and NSLDS.
- Key status information from hardcopy reports.
- Process departmental mail.
- Work Status Change mailbox.
- Forward documents received from borrowers to be imaged to correct folder.
Loan Counselor 1
Great Lakes Higher Education
Madison, WI
10.2008 - 03.2013
- Guided students through loan application process, ensuring compliance with federal regulations.
- Educated borrowers on options to temporarily suspend payments and repayment plans to enhance understanding and decision-making.
- Developed personalized counseling strategies based on individual financial situations and educational goals.
- Processed payments.
Education
General Studies
Madison Area Technical College
High School Diploma -
Waunakee High School
Waunakee, WI12-2004
Skills
- Teamwork and collaboration
- Problem-solving
- Attention to detail
- Team motivation
- Efficient typing skills at 50 wpm
Timeline
Team Leader 2
Nelnet Student Loan Services
10.2022 - 12.2023
Account Correct Analyst 3 - Team Lead
Great Lakes Higher Education
08.2016 - 10.2022
Account Correction Analyst 2
Great Lakes Higher Education
08.2014 - 08.2016
Account Clerk 2
Great Lakes Higher Education
03.2013 - 08.2014
Loan Counselor 1
Great Lakes Higher Education
10.2008 - 03.2013
General Studies
Madison Area Technical College
High School Diploma -
Waunakee High School