Lalesha Evans
Vivian,LA
Summary
Ambitious Enrollment Specialist with exemplary listening and communication skills. Adept at planning, organizing and facilitating enrollment process. Dedicated to keeping customers happy and maximizing employee participation. Meticulous Enrollment Specialist with a comprehensive background in Customer Service. Exceptional abilities in accurate recordkeeping and maintaining customer confidentiality. Outstanding evaluation, billing and accounting expertise. Results-driven professional provides customers with tailored solutions to meet needs. Successfully establishes relationships with customers and delivers quality service. Agile individual with excellent communication and customer service skills.
Overview
25
25
years of professional experience
Work History
Enrollment Specialist-Financial Aid Counselor
Blackboard Student Services
01.2011 - Current
- Provide enrollment-retention and financial aid guidance to global online and residential students (Arizona and Florida) for Embry Riddle Aeronautical University (ERAU)
- Embry Riddle Aeronautical University Team Elite Enrollment Project member
- Exceeded company and client department metric goals for eleven (11) consecutive months
- Received Level III Agent status/pay for exceeding organizational performance metrics.
Retention and Small Business Agent Supervisor
CONVERGYS CORPORATION
01.2003 - 01.2010
- Mentored, developed and coached 10 employees
- Planned, organized, and prioritized efficient daily work tasks for 10 employees
- Provided proactive and rapid responses to at-risk and all other service cancellation requests
- Streamlined processes to increase office productivity and efficiency
- Maintained extensive and detailed documentation to address customer inquiries
- Provided monthly/weekly/daily executive reports prior to established deadlines
- Retained 95% at-risk and other service cancellation clients
- Rewarded for excellent customer service.
Collection Agent
GC SERVICES
05.2003 - 08.2003
- Established and maintained automated client-provider account records
- Contacted delinquent client accounts telephonically to explain legal ramifications and proposed payment arrangement for collections
- Analyzed financial information to make account disposition recommendations
- Trained and assisted new employees
- Prepared collections, status of accounts, and payment record reports and correspondence.
Customer Services Representative
WEST TELEMARKETING
01.1999 - 01.2003
- Received retirement plan incoming calls
- Provided detailed explanations to participant benefit inquiries
- Recorded all calls using Call Tracking System database
- Provided participant feedback and follow-up within 24 hours of initial calls
- Professionally discussed key benefit points with all customers
- Recognized and managed assertive participant calls with excellent customer service
- Organized and prioritized assigned job duties
- Improved customer service quality by listening and critiquing recorded conversations.
Education
Associate of Applied Science - Business Administration And Management
Southern University At Shreveport
Shreveport, LA05.2024
High School Diploma -
North Caddo Magnet High School
Vivian, LA05.1992
Skills
- Student Enrollment-Retention
- Financial Aid Counseling
- Leadership
- Customer Service
- Process Improvement
- Records Management
- Relationship Management
- Employee Training
- Business Analysis
- Microsoft Outlook
- Outlook Express
- PowerPoint
- Access
- Excel
- Word
- Frontpage
- Project
- Visio Site Server
- Internet Explorer
- Google Chrome
- Reporting and Analytics
- Documentation Management
- Exceptional communication
References
References upon request
Timeline
Enrollment Specialist-Financial Aid Counselor
Blackboard Student Services
01.2011 - Current
Collection Agent
GC SERVICES
05.2003 - 08.2003
Retention and Small Business Agent Supervisor
CONVERGYS CORPORATION
01.2003 - 01.2010
Customer Services Representative
WEST TELEMARKETING
01.1999 - 01.2003
Associate of Applied Science - Business Administration And Management
Southern University At Shreveport
High School Diploma -
North Caddo Magnet High School
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