Microsoft Excel
NAN MURRAY
Contact Center Operations Manager
Lauderdale Lakes,FL
Summary
Perceptive educator with solid record of accomplishment in attaining and surpassing targets during 9-year career. Stay on top of trends in education to maintain modern, efficient systems meeting needs of diverse students. Solid relationship-builder with decisive approach to solving operational problems.
Overview
16
16
years of professional experience
Work History
COVID-19 Contact Tracer
Florida Department Of Health In Broward Country
Fort Lauderdale , FL
10.2020 - Current
- Investigated and identified confirmed and suspected coronavirus cases, also documenting potentially affected contacts.
- Communicated with documented COVID-19 patients and other exposed persons via phone call, text, e-mail and other platforms.
- Provided educational and informational resources regarding isolation policies and quarantine measures.
- Notified and interviewed individuals to ascertain novel coronavirus exposure level.
Financial Aid Manager
Purdue University Global
Fort Lauderdale, FL
03.2012 - 09.2018
- Managed a team of 9-15 Financial Aid Planners and Counselor
- Certify VA students, reviewed and approved Tuition Assistance Document for Navy, Marines, and Army student and conduct and ensured achievement of goals with packaging, awarding students on Title IV eligibility and internal scholarships/grants.
- Constructed reports to accurately depict customer service department performance through KPI data, NPS scores and call volume forecasting year to date to staff accordingly.
- Effectively handled the recruiting, interviewing, hiring, and termination decisions within the Military Financial Aid department.
- Boosted effectiveness of department personnel by conferring with both training and IT to rebalance on the job training courses, increase resource utilization of intergraded packaging software and conducted salesforce training to increase transparency of student financial status across departments.
Military Financial Aid Advisor
Kaplan University
CYPRESS CREEK, FL
01.2012 - 01.2016
- Review student’s official documents to determine student eligibility for federal loans and grants as well as military benefits.
- Educated student on the processes and procedures to access military benefits and eligibility requirement to utilize funding resources at Kaplan University.
- Counseled student on how to activate their Military benefits such as Post 9/11, Chapter 30, Vocational Debilitation (VOCR), Dependency benefits Chapter 35, MyCAA, and other military aid such as Tuitions Assistance for each branch.
- Assessed student financial needs while keeping them informed of future repayments obligation and the implication of their current action with regard to their future financial viability.
- Processed federal financial aid verifications per Department of Education guidelines.
Admissions Advisor
Kaplan University
Fort Lauderdale, FL
01.2011 - 03.2012
- Assessed student's abilities and recommended degree programs to highlight strengths and how these programs will meet their career goals.
- Facilitated admissions of students; developed and implement strategies for admissions; review, assess and process admissions applications in an effort to achieve and exceed month enrollment goals.
- Consistently maintained a high level of enrollments through active listening skills, creating goal oriented strategies that could be realized for the student.
- Facilitated academic and cognitive assessments to provide resource referrals according to individualized needs.
Assistant Manager
Enterprise Rent-A-Car
Pompano Beach, FL
01.2007 - 01.2010
- Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Achieved recognition from senior management for contribution to store success, including managing sales, employees and operations to foster optimal performance.
- While working at the Fort Lauderdale airport at management trainee level consistently meet sales quota and maintained the second highest sales percentage in upgrades and temporary liability insurance sales for 3 of the 4 months at the airport location.
- Created organization systems for inventory control, merchandising, financial reports and schedules, dramatically increasing operational efficiency by 42% in 3-months.
Customer Service and Sales Representative
Global Response
Margate, FL
01.2006 - 01.2007
- Greeted customers and offered assistance with selecting merchandise, finding accessories, placing outbound service calls and completing purchases.
- Computed total costs and profit requirements for customer sales to provide accurate pricing.
- Showcased product features to customers and discussed technical details to overcome objections and lock in sales.
- Informed customers of sales and promotions to build customer base, boost traffic and increase customer loyalty.
- Handled customer inquiries and high volume calls to solve billing and ordering problems, independently resolving 86% of issues.
Education
MASTERS - INTERNATIONAL BUSINESS
Nova Southeastern University
BACHELOR OF HOSPITALITY MANAGEMENT - undefined
Florida International University
ASSOCIATES - LIBERAL ARTS
Broward Community College
Skills
Verification processes
undefinedSoftware
Microsoft PowerPoint
Adobe Illustrator
Microsoft Office
Timeline
COVID-19 Contact Tracer
Florida Department Of Health In Broward Country
10.2020 - Current
Financial Aid Manager
Purdue University Global
03.2012 - 09.2018
Military Financial Aid Advisor
Kaplan University
01.2012 - 01.2016
Admissions Advisor
Kaplan University
01.2011 - 03.2012
Assistant Manager
Enterprise Rent-A-Car
01.2007 - 01.2010
Customer Service and Sales Representative
Global Response
01.2006 - 01.2007
ASSOCIATES - LIBERAL ARTS
Broward Community College
BACHELOR OF HOSPITALITY MANAGEMENT - undefined
Florida International University
MASTERS - INTERNATIONAL BUSINESS
Nova Southeastern University
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