Summary
Overview
Work History
Education
Skills
LANGUAGES
Timeline
Generic

Lorena Hernandez

San Elizario

Summary

Facilitator with over 12 years of experience in customer service and educational support, adept at enhancing social interaction and learning outcomes. Skilled in critical thinking, customer engagement, and team collaboration, with a strong focus on problem-solving and time management. Committed to fostering inclusive environments and driving continuous improvement through innovative strategies.

Overview

13
13
years of professional experience

Work History

Student Financia Services Representative

Western Technical College
01.2025 - Current
  • Resolved customer inquiries through effective communication and problem-solving strategies.
  • Counseled students and parents on financial aid options, including FAFSA, scholarships, grants, and loan programs.
  • Processed and verified financial aid applications in accordance with federal and institutional regulations.
  • Collaborated with admissions and student accounts to ensure timely disbursement of funds.

Customer Service

Edfinancial
05.2024 - Current
  • Assist customers in obtaining or resetting login credentials via phone and online chat, ensuring secure access.
  • Guide clients through studentaid.gov, aiding in form completion and account navigation.
  • Provide information on loan status and repayment options, enhancing customer understanding.
  • Support customers in understanding financial aid eligibility, improving application success rates.

Customer Service Payment

Progressive Leasing
09.2023 - 05.2024
  • Performed data entry duties for all incoming payments into internal systems.
  • Implemented various initiatives to reduce manual intervention while processing payments.
  • Tracked overdue payments and initiated follow-ups with customers for timely receipt of funds.
  • Successfully processed high-volume of payments and reconciled accounts daily.
  • Collected outstanding payments from customers and handled customer inquiries promptly.
  • Contacted customers by mail or telephone concerning past due balances.
  • Regularly updated customer contact information and payment records.
  • Researched customer accounts to identify payment issues.
  • Notified credit departments, order merchandise repossession, and service disconnection and turned over account records to attorneys when customers failed to respond to collection attempts.

Learning Specialist

Alorica
07.2012 - 07.2023
  • Coordinated activities to enhance social interaction for students with disabilities, fostering inclusivity.
  • Implemented educational reform trends, improving classroom engagement and learning outcomes.
  • Provided individualized tutoring, boosting student performance and confidence.
  • Facilitated project-based learning, enhancing collaborative problem-solving skills.
  • Conducted workshops on teaching strategies, improving instructional effectiveness.

Education

Human Resources Management -

Southern New Hampshire University
09.2025

Diploma - undefined

San Elizario High School
06.2000

Bachelor of Science - Human Resources Management

Colorado State University
03-2027

Skills

  • Critical Thinking, Customer Engagement, Team Collaboration, Time Management, Problem Solving
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LANGUAGES

Spanish (Highly proficient).

Timeline

Student Financia Services Representative

Western Technical College
01.2025 - Current

Customer Service

Edfinancial
05.2024 - Current

Customer Service Payment

Progressive Leasing
09.2023 - 05.2024

Learning Specialist

Alorica
07.2012 - 07.2023

Diploma - undefined

San Elizario High School

Human Resources Management -

Southern New Hampshire University

Bachelor of Science - Human Resources Management

Colorado State University

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