Mandi Viergutz
Goodwill Industries of Southeastern Wisconsin Inc.
Racine
18
years of professional experience
Dedicated customer service representative leveraging empathy and patience to forge meaningful connections during challenging moments. Possesses a keen eye for detail, ensuring accurate assessment of needs and delivering tailored solutions. Committed to providing exceptional care and support while consistently striving to enhance the customer experience and foster lasting relationships. Proven ability to navigate complex situations with grace, making a positive impact on those served.
Work History
Inbound Associate
2 Years 11 Months- Accurately represent items in photographs: plans presentation, camera position, camera angle, lighting, and key shots to produce desired effect.
- Research items, accurately portray weights, measures, used disclaimers and assigned shipping and handling charges appropriately.
- Determine merchandise value based on quality, trends, brands, and price guides.
- Fully and accurately write all product descriptions and attributes (including damages). Writes test or inspection reports describing results, recommendations or needed repairs, if needed.
- Assist with training and mentoring of associates.
- Maintain production environment standards with a positive and team focused process, assuring optimal efficiencies.
- Maintain an organized and clean work area, follow safety procedures, using PPE as needed and uses body mechanics when performing each task.
- Meet or exceed daily productivity goals through the efficient handling of product; processing items quickly and accurately and rotate between stations on a regular basis.
- Project and Change Management: Effectively plans and manages own work to reliably complete routine job responsibilities and special assignments. Effectively engages in change, communicating appropriately with supervisor. Follows through on learning, skill building, and practice necessary to adapt to change.
- Problem Solving: Light supervision; works independently. Periodic review of work by manager or senior coworker. Solves problems of moderate to advanced complexity; able to identify root cause, interpret data and resolve issues.
- Responsible for completing other duties/responsibilities as assigned.
Intake Specialist
3 Months- Processed applications to establish eligibility for energy assistance over the phone with clients throughout the state of Wisconsin.
- Offered compassionate and attentive guidance to clients applying for energy assistance.
- Explained eligibility requirements, application details, next steps, and applicants' legal rights.
- Maintained up-to-date knowledge of changes in required information per state guidance.
Advisor I/Advisor II (remote)
1 Year 7 Months- Took incoming and making outbound calls for Commercial and Direct Loan borrowers.
- Aided borrowers with their past due account by taking payment or applying deferment or forbearance to bring account current and postpone payments for a predetermined amount of time.
- Aided borrowers with other payment options through term based or Income Driven repayment plans.
- Took payments over the phone.
- Sending requested documentation based on borrower's correspondence preferences.
- Discussed various loan forgiveness options based on borrower's qualifications.
- Followed federal privacy laws when talking to third parties about borrowers' student loan accounts.
- Kept up to date on changes within the student loan industry and internal procedures and processes.
- Navigated numerous systems to answer borrowers' questions and requests.
Administrative Assistant COVID Testing
7 Months- Assisted with patient intake.
- Created labels for patient specimens.
- Registered patients for testing on site.
- Performed quality control of patient specimens prior to sending to lab for testing.
Scholars of Promise Office Assistant
3 Months- Completed clerical tasks such as filing, copying and distributing mail.
- Interacted with customers by phone, email or in-person to provide information.
- Welcomed office visitors and alerted staff to arrivals of scheduled appointments.
- Delivered clerical support by handling range of routine and special requirements.
Direct Loan Consolidation Origination Analyst
2 Years 3 Months- Acquired a strong working knowledge of the loan consolidation process which resulted in being promoted from specialist to analyst.
- Helped with creating and updating procedures and processes for the department.
- Handled customer complaints with relative ease by conducting research, listening carefully and taking appropriate action.
Direct Loan Consolidation Origination Specialist
1 Year 10 Months- Worked directly with borrowers, schools, and third-party companies via phone and email.
- Carried out a variety of tasks created to aid in the processing of student loan consolidation applications including the processing of Income Driven Repayment applications.
Account Exam Specialist 2
3 Months- Processed Borrowers' Income Driven Repayment applications following both Department of Education and company guidelines.
Borrower Locating Representative
5 Years 1 Month- Called references listed on students' master promissory notes to obtain new demographic information.
- Utilized multiple programs to note borrowers' accounts with updated demographic information.
Education
High School Diploma
No Degree - Human Resources
Skills
Data Entry
Critical Thinking Skills
Compassionate Communication
Public Assistance Programs
Eligibility Requirements
Client Intakes
Scheduling and Appointment Setting
Data Collection and Entry
Application Processes
Customer service
Training experience
Interests
Baking
Watching Movies and TV Shows
Music
Volunteering
Enjoying the art of baking and pastry-making
experimenting with recipes.
Cooking
Reading
Swimming
I enjoy cooking for friends and family gatherings.
Timeline
Inbound Associate
Goodwill Industries of Southeastern Wisconsin Inc.
07.2023 - 06.2026Read More
Intake Specialist
Energy Services, Inc
02.2023 - 05.2023Read More
Advisor I/Advisor II (remote)
Nelnet Student Loan Services
06.2021 - 01.2023Read More
Administrative Assistant COVID Testing
Maxim Healthcare Group
10.2020 - 05.2021Read More
Scholars of Promise Office Assistant
Madison College
02.2020 - 05.2020Read More
Direct Loan Consolidation Origination Analyst
Great Lakes Educational Loan Services
04.2016 - 07.2018Read More
Direct Loan Consolidation Origination Specialist
Great Lakes Educational Loan Services
05.2014 - 03.2016Read More
Account Exam Specialist 2
Great Lakes Educational Loan Services
01.2014 - 04.2014Read More
Borrower Locating Representative
Great Lakes Educational Loan Services
11.2008 - 12.2013Read More
Medford Area Senior High School
High School Diploma
Read More
Gateway Technical College
No Degree from Human Resources
Read More