Lisa Romesburg
Council Bluffs,United States
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
21
21
years of professional experience
Work History
Data Entry Clerk
Ervin Cable Comstruction
Omaha, NE
01.2024 - 04.2024
- Completed data entry tasks with accuracy and efficiency.
- Followed established procedures to enter and process data correctly.
- Organized, sorted, and checked input data against original documents.
Enrollment Processing Specialist II
Nelnet Student Loan Services
Omaha, NE
06.2023 - 11.2023
- Updated, entered and reviewed customer data.
- Communicated effectively via telephone, email and in person with prospective customers.
- Understood and thoroughly explained services provided to customers and potential customers.
- Reviewed statistic enrollment data and prepared reports.
- Finalized and processed enrollment applications.
- Processed over 100 in school deferments per 8 hour shift
Senior Customer Representative / Help Desk
Nelnet Business Solutions
Omaha
05.2019 - 05.2023
- Listened to customers' questions and concerns to provide answers or responses.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Collected customer information and analyzed customer needs to recommend potential products or services.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
- Updated account information to maintain customer records.
- Answered constant flow of customer calls with minimal wait times.
- Assist borrowers with process for Direct Loan Consolidation after receiving their application.
- · Update information on accounts in Loan Servicing and/or Originations systems
- Serve as resource person within team as needed, including assisting new associates with training needs · Military Correspondence, filling out forms for our service members
Senior Customer Service Representative
Skillsoft
West Des Moines, IA
09.2003 - 01.2019
- Greeted customers and listened closely to problems described to determine solutions.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Utilized active listening skills to understand customer needs and provide tailored solutions.
- Researched and rapidly resolved client conflicts to maintain key accounts.
- Responded to customer calls and emails to answer questions about products and services.
- Handled customer inquiries and complaints with professionalism to restore satisfaction.
- Developed and maintained strong relationships with customers to foster repeat business.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
- Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
Education
Bachelor of Science - Business Administration
Kaplan University
Davenport, IAAssociate of Science - Microcomputer Network Administration
Kaplan University
Davenport, IASkills
- Assist people in finding solution in efficient, accurate, and courteous manner
- Ensure integrity of data and information
- Billing assistance, payment plan, inquiries, and requests, account maintenance
- Assist with Income Driven Repayment Plan
- Assist borrowers with process for Direct Loan Consolidation after receiving their application
- Update information on accounts in Loan Servicing and/or Originations systems
- Serve as resource person within team as needed, including assisting new associates with training need Military Correspondence, filling out forms for service members, Public Service Loan Forgiveness
- Listening
- Organization
- Attentive
- Adaptive
- Empathy
Timeline
Data Entry Clerk
Ervin Cable Comstruction
01.2024 - 04.2024
Enrollment Processing Specialist II
Nelnet Student Loan Services
06.2023 - 11.2023
Senior Customer Representative / Help Desk
Nelnet Business Solutions
05.2019 - 05.2023
Senior Customer Service Representative
Skillsoft
09.2003 - 01.2019
Bachelor of Science - Business Administration
Kaplan University
Associate of Science - Microcomputer Network Administration
Kaplan University