Laura McCullagh
Lincoln,NE
Summary
Dynamic leader with a proven track record at Nelnet Campus Commerce, excelling in operations management and fostering robust customer relationships. Mastered team leadership and complex problem-solving, significantly enhancing client satisfaction and operational efficiency. Demonstrated adaptability by leading diverse cross-functional projects, embodying professionalism and effective communication to achieve strategic goals.
Overview
15
15
years of professional experience
Work History
Manager Higher Education Client Experience
Nelnet Campus Commerce
07.2021 - Current
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Led cross-functional teams to achieve project goals, fostering collaboration and innovation.
- Coordinated with IT department to upgrade technology infrastructure, enhancing operational efficiency and data security.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
Team Lead - Higher Education Client Experience
Nelnet Campus Commerce
03.2019 - 06.2021
- Trained new team members by relaying information on company procedures and safety requirements.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Coached team members in techniques necessary to complete job tasks.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
- Increased customer satisfaction by ensuring timely completion of projects and adherence to high-quality standards.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
Implementation Project Manager
Nelnet Campus Commerce
03.2018 - 03.2019
- Managed stakeholder expectations through clear communication of goals, objectives, and timelines.
- Collaborated with cross-functional teams such as sales, marketing, finance, IT support services ensuring a smooth execution of multiple concurrent projects.
- Facilitated smooth transitions by conducting hands-on training sessions with end-users during system rollouts or process changes.
- Developed comprehensive project plans to ensure on-time delivery and successful outcomes.
- Improved client satisfaction with thorough requirement analysis and timely communication of progress updates.
Quality Assurance Engineer
Nelnet Campus Commerce
09.2017 - 03.2018
- Supported successful product launches by conducting extensive pre-release testing and validation activities.
- Established effective communication channels between QA, development, and project management teams to foster a collaborative working environment focused on delivering high-quality products.
- Collaborated with developers and project managers to assess program capabilities, features and testing demands.
- Optimized test cases to maximize success of manual software testing.
- Managed bug tracking systems, ensuring timely resolution of reported issues and maintaining clear communication with stakeholders.
Senior Account Manager
Nelnet Campus Commerce
01.2014 - 09.2017
- Developed long-lasting client relationships by providing exceptional customer service and support.
- Enhanced communication between departments for more effective problem-solving and collaboration.
- Coordinated efforts across teams to ensure seamless delivery of products and services to clients.
- Provided extensive support in sales, technical and business areas to key accounts.
- Developed deep knowledge of customer businesses and relationship to company objectives.
- Maintained detailed records of all account activities, ensuring accurate reporting for upper management review purposes later on.
- Streamlined account management processes, improving overall efficiency and productivity.
- Boosted client satisfaction by effectively managing and resolving account issues.
Account Manager
Nelnet Campus Commerce
08.2012 - 01.2014
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Established long-term customer relationships to enhance client loyalty and satisfaction.
Assistant Account Manager
Nelnet Campus Commerce
05.2011 - 08.2012
- Provide superior customer service and support to education-seeking families as well as the educational institutions that we serve
- Assist customers with various issues related to their payment accounts and provide follow up on inquires
- Maintain a high level of professionalism and display ownership in escalated situations
- Serve as a positive first point of contact while engaging customers one-on-one.
Enrollment Processing Specialist
Nelnet
11.2009 - 05.2011
- Streamlined data entry processes for increased accuracy and reduced errors in documentation.
- Maintained high levels of accuracy throughout daily tasks, resulting in a strong track record of minimal errors or rework required.
- Assisted with development of data entry procedures to streamline data processing.
Education
Master of Science - Communications
Queens University
Belfast, Northern Ireland12.2008
Skills
- Team Leadership
- Time Management
- Verbal and written communication
- Complex Problem-Solving
- Operations Management
- Project Management
- Customer Relationship Management (CRM)
- Performance Evaluations
- Expectation setting
- Salesforce Management
- Effective Communication
- Adaptability and Flexibility
Timeline
Manager Higher Education Client Experience
Nelnet Campus Commerce
07.2021 - Current
Team Lead - Higher Education Client Experience
Nelnet Campus Commerce
03.2019 - 06.2021
Implementation Project Manager
Nelnet Campus Commerce
03.2018 - 03.2019
Quality Assurance Engineer
Nelnet Campus Commerce
09.2017 - 03.2018
Senior Account Manager
Nelnet Campus Commerce
01.2014 - 09.2017
Account Manager
Nelnet Campus Commerce
08.2012 - 01.2014
Assistant Account Manager
Nelnet Campus Commerce
05.2011 - 08.2012
Enrollment Processing Specialist
Nelnet
11.2009 - 05.2011
Master of Science - Communications
Queens University
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