Lori Esters
Boscobel,WI
Summary
At Nelnet Student Loan Services, I excelled as a Solutions Specialist, leveraging my expertise in complaint resolution and strong teamwork to enhance customer satisfaction significantly. I adeptly resolved escalated issues, ensuring swift, positive outcomes. My proactive approach and ability to think critically led to innovative problem-solving, underscoring my commitment to excellence in customer service.
Overview
15
15
years of professional experience
Work History
Solutions Specialist
Nelnet Student Loan Services
Lincoln, NE
03.2010 - Current
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Investigated escalated customer complaints, identified root causes and proposed solutions.
- Engaged in conversation with customers to understand their needs, resolve issues, and answer questions.
- Provided training for new team members on escalation policies and procedures.
- Ensured customer satisfaction by providing prompt follow-up on unresolved issues.
- Adhered to established service level agreements while handling customer escalations.
- Assisted with customer requests and answered questions to improve satisfaction.
- Prioritized and organized tasks to efficiently accomplish goals.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Completed day-to-day duties accurately and efficiently.
Education
Some College (No Degree) -
Southwest Technical College
Fennimore, WISkills
- Complaint resolution
- Account updating
- Positive and professional
- Problem resolution
- Active listening
- Strong teamwork
- Customer service
- De-escalation techniques
- Follow-up skills
- Adaptive team player
- Multitasking and organization
- Research
- Critical thinking
- Dispute resolution
Timeline
Solutions Specialist
Nelnet Student Loan Services
03.2010 - Current
Some College (No Degree) -
Southwest Technical College
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