Linnet De Zayas

• Provide guidance on borrowing private loans from partner loan agencies.
• Monitor student loan disbursements and certification of private loans.
• Monitor revenue, student balances and charges through account auditing.
• Meet with possible loan companies and initiate the vetting process to decide if they are a good fit for the
  academy.
• Trouble shoot system issues with loan reps.
• Complete loan deferment documentation.
• Complete re-issue process when loans need to be placed on HOLD for future date.
• Request next disbursement upon completion of second half of training – Stratus.
• Change disbursement dates in system, release or hold funds – Sallie Mae

UK Terminations:
• Assist with student communications regarding terminations.
• Sending termination withdrawal forms
• Monitoring & Facilitating students: Making sure signature for termination agreements is completed.
• Reviewing log books and training history to insure accuracy of billing.

Orientation:
• Facilitating Q&A regarding loan questions.
• Verifying all loans have been certified for orientation students.

• School Certifying official- VA
• Act as primary School Certifying Official (SCO) for Veteran Affairs
  o Monitor monthly flight logs for VA cadets for record keeping and certifications.
  o Submitting/Certifying cadet flight hours for funding reimbursements from the VA
  o Act as the point of contact to explain VA benefits and coverage while at L3Harris Flight Academy
  o Maintain Cadet Files with necessary compliance documentation.

DOE: Department of Education
• Closeout of Title VI funds with Department of education
• Draw- downs of student funds
• Communications with DOE and COD regarding closeout steps and documents needed.
Negative student accounts:
• Corresponding with cadets regarding negative accounts.
• Collecting/ disbursing funds for cadets.
• Approving financial grounding/ removing.
• Setting payment plans for cadets to consolidate negative accounts

Withdrawal process/Terminations:
• Scheduling finance conversations with loan students when cadet completes withdrawal form..
• Returning funds to loan companies after audit has been reviewed and approved.

International billing & Invoicing:
• Examiner fees
• DPE invoices
• Prepare DPE invoices for accounting, stay in communication with DPE’s ( Designated pilot examiners) regarding their payment
• Billing packages
• Explain pricing breakdowns.
• Schedule meetings with students to review pricing breakdown for part 61, 141, PPP or AAPT.
• Contact students via email or phone regarding billing questions.
• Send new UK/ ANA banking details.
• Charge UK credit memos, all Sales orders, account closeouts
• Indigo +Air India invoicing (International)
• UK: Housing, sales orders, and credits
Refunds/ credits:
• Housing
• Flight training
• Deposits
Student/ Instructor account summaries.
• Reviewing each account for financial cleanup and collections, payment plans.
Contracts:
• Instructor contracts
• Upload contract into FSP
• Create packages per contract.Created an effective system for tracking student progress towards degree completion, ensuring timely disbursement of funds as needed.

• Conducted regular audits of financial aid files to ensure accuracy and completeness in record-keeping practices.
• Evaluated and recommended improvements to the overall efficiency of financial aid operations, resulting in a more streamlined experience for students and staff.
• Established clear performance metrics for finance team members, fostering accountability and continuous improvement efforts.
• Collaborated with faculty and academic advisors to identify at-risk students in need of additional financial support.
• Increased collaboration between the Financial Aid Office and other departments such as Admissions or Billing Office.
• Spearheaded initiatives targeting increased financial literacy among student population, promoting responsible borrowing habits.
• Managed department budget effectively, allocating resources optimally to meet institutional goals and priorities.
• Established internal audit procedures to validate and improve accuracy of financial reporting.
• Manage a team of 4 Student finance admissions specialist in billing & invoicing, financial aid, collections and international billing/ collections.
• Completed team review's and set new expectations.
• Make changes to process and procedures and create new internal SOP's.
• Navigated several CRM's - Bitrix24, Zoho.
• Utilized SAP for enterprise resource planning. (Financial management).
• Streamlined internal process and cross trained departments.

• Maintained accurate records of all customer interactions and transactions.
• Performed administrative tasks associated with managing client accounts including invoicing, payment processing, record keeping.
• Assisted in developing effective pricing models for products and services.
• Created innovative solutions to complex problems facing clients
• Organized events such as webinars, conferences, trade shows., for promotional purposes
• Provided support in development of business strategies to increase customer loyalty.
• Responded promptly and professionally to any inquiries or complaints from customers.
• Implemented changes based on customer feedback to enhance customer experience.
• Monitored industry trends and competitor activities related to company's offerings.
• Generated reports summarizing customer activity data for senior management review.
• Managed client accounts, tracked progress, and monitored quality assurance metrics.
• Identified and managed client expectations, requirements and deadlines for projects.
• Coordinated with internal teams to develop efficient processes for delivering services to clients.
• Developed and maintained strong relationships with clients to ensure customer satisfaction
• Utilized excellent communication skills to interact effectively with clients.
• Ensured compliance with legal regulations relating to client relations activities.
• Complete New client onboarding and training via zoom, Go to meeting or clients preferred platform.
• Analyze client financial risk reports, policy & procedures, vendor survey and Business owner training.
• Communicate with clients via emails, phone calls and video conference calls.
• Review clients vendor contracts and find repeated vendors for negotiations.
• Work hand in hand with sales and negotiations teams to retain clients.
• Make informed business decisions using subject matter expertise, documented policies and procedures.
• Demonstrate Manager Capabilities.
• Track personal progress by regularly soliciting feedback from staff.
• Ensure team’s adherence to operating policies and procedures, and legal and compliance regulations.

• Prepared and maintained compliance reports for management review.
• Oversaw implementation of corrective actions and monitored response to identified issues and audits.
• Monitored and evaluated compliance systems and processes to identify areas of improvement.
• Provided technical support to customers by resolving escalated customer issues.
• Established positive relationships with customers through prompt responses and effective communication.
• Prepared statistical reports of violations and inspections for management team.
• Prioritized tasks according to urgency, ensuring that high-priority items were addressed first.
• Demonstrated excellent problem-solving abilities in order to resolve complex customer issues quickly and efficiently.
• Applied knowledge of product features and functionality in order to address customer inquiries accurately.
• Followed up with customers after resolution of their issue, ensuring satisfaction.
• Documented processes for handling escalations and communicated changes in procedure as needed.
• Maintained thorough records of all customer interactions and resolutions.
• Analyzed and identified root causes of customer complaints, taking corrective action when necessary.
• Worked collaboratively with corporate personnel to resolve identified compliance issues.
• Performed detailed research into various topics related to customer queries, staying current on industry trends.
• Assessed customer needs, providing solutions that met their expectations while adhering to company policies and procedures.
• Executed company compliance functions in accordance with government regulations.
• Identified and reacted to changes in regulatory requirements impacting company obligations.
• Reviewed case histories regularly in order to identify patterns or trends among escalated cases.
• Collaborated with other departments to ensure timely resolution of escalated cases.
• Managed multiple projects simultaneously while meeting deadlines consistently.

• Participated in training sessions aimed at improving knowledge base related to intake process.
• Performed data entry into firm's database system in order to maintain an accurate record of all cases received.
• Processed payments from clients promptly and accurately following established guidelines.
• Maintained confidentiality of client information according to company policies and procedures.
• Prepared reports summarizing case status updates for management review.
• Created case files for new matters using various software systems such as Microsoft Office Suite products.
• Provided support during trial preparation by organizing evidence materials according to attorney requests.
• Prepared correspondence letters on behalf of attorneys when necessary.
• Served as liaison between attorneys and court personnel when scheduling hearings or filing papers.
• Coordinated meetings between attorneys and potential clients as requested.
• Managed incoming calls from potential clients ensuring all necessary information was obtained accurately.
• Developed an understanding of legal terminology, processes, and procedures related to intake process.
• Monitored progress on cases utilizing firm's tracking system in order to ensure that deadlines were met.
• Researched and analyzed legal documents for accuracy and completeness.
• Reviewed contracts for compliance with applicable laws and regulations.
• Assisted attorneys in preparing pleadings, motions, and other legal documents as needed.
• Utilized organizational skills to manage multiple tasks simultaneously while maintaining accuracy.