Lisa Romesburg
Council Bluffs,IA
Summary
Dynamic customer service professional with extensive experience at Nelnet, excelling in conflict resolution and loan processing. Proven track record of enhancing customer satisfaction through effective problem-solving and training initiatives. Adept at managing high call volumes while maintaining data accuracy and compliance, ensuring a seamless customer experience.
Overview
6
6
years of professional experience
Work History
Customer Service Representative - Maximus
North End Teleservices
Omaha, Nebraska
03.2025 - Current
- Educated clients on coverage options and benefits tailored to their needs.
- Ensured compliance with company guidelines and regulatory standards when dealing with customers' accounts or policies.
- Researched relevant policy information to answer customer questions.
- Verified accuracy of customer data entered into the system.
Customer Service Representative NelNet
North End Teleservices
Omaha, Nebraska
11.2024 - 03.2025
- Resolved customer complaints through effective problem-solving techniques.
- Provided product information to improve customer understanding.
- Managed customer inquiries via phone and email communications.
Enrollment Processing Specialist II
Nelnet Student Loan Services
Omaha, NE
06.2023 - 11.2023
- Processed over 100 in-school deferments per shift, ensuring accuracy and timely updates to customer accounts.
- Finalized and reviewed enrollment applications, maintaining compliance with federal guidelines.
- Communicated with customers via phone and email, clarifying complex processes and providing status updates.
Senior Customer Representative / Help Desk
Nelnet Business Solutions
Omaha, NE
05.2019 - 05.2023
- Delivered customer support to borrowers and resolved escalated issues, maintaining high satisfaction scores.
- Assisted with Direct Loan Consolidation processes and provided guidance on income-driven repayment plans.
- Trained new associates and served as a go-to resource for Military Correspondence and PSLF documentation.
- Maintained precise data in Loan Servicing/Originations systems and answered high call volumes with minimal wait times.
Education
Bachelor of Science - Business Administration
Kaplan University
Davenport, IAAssociate of Science - Microcomputer Network Administration
Kaplan University
Davenport, IASkills
- Empathy and active listening
- Conflict resolution
- Time management
- Loan processing
- Data entry
- Microsoft Office proficiency
- Onboarding and coaching
- Quality assurance
- Case resolution and issue escalation
- Customer service excellence
Skills
Empathy, Active Listening, Conflict Resolution, Time Management, Loan Processing, Data Entry, Microsoft Office, Onboarding, Coaching, Quality Assurance
Timeline
Customer Service Representative - Maximus
North End Teleservices
03.2025 - Current
Customer Service Representative NelNet
North End Teleservices
11.2024 - 03.2025
Enrollment Processing Specialist II
Nelnet Student Loan Services
06.2023 - 11.2023
Senior Customer Representative / Help Desk
Nelnet Business Solutions
05.2019 - 05.2023
Bachelor of Science - Business Administration
Kaplan University
Associate of Science - Microcomputer Network Administration
Kaplan University
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