Natasha McMurray
Stafford,TX
Summary
Multi-talented customer service professional with a reputation for building highly productive and profitable customer relationships.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
19
19
years of professional experience
Work History
Financial Aid Assistant/ Customer Service Rep.
Houston Community College System
12.2022 - Current
- Serve as primary Customer Service Representative to promote and ensure student access, success and to promote customer satisfaction
- Perform document tracking to better serve students
- Collect, manage and maintain sensitive records (i.e., financial statements, college records, medical records, citizenship documents, divorce decrees, etc.)
- Analyzes and interprets federal, state and institutional regulations and policies to assist students with the application for Federal, State and Institutional funds
- Communicate orally and, in writing, with students to ensure accuracy and completeness of application in order to meet appropriate timelines for registration and payment of fees
- Respond to student questions and inquiries by answering calls, emails, online chats, and submissions to the Student Resolution Center
- Process online form submissions, including performing quality assurance on the information submitted
- Assist with Financial Aid Orientation
- Provide guidance and assistance for students making application online
- Answer telephone calls, greets visitors, respond to routine inquiries, take and relay messages
- Use word processing software and student information to develop correspondence and retrieve information
- Record student information in administrative computer system including typing detailed comments regarding student situations
- Track and report customer service data
- Establish and maintain student/program files and records
- Perform outreach activities
- Perform other duties, tasks and assignments as required
- Proficient in Peoplesoft, Laserfiche, Zoom, Webex, Word, Excel, Teams and PowerPoint
- Performed wide-ranging administrative, financial and service-related functions.
- Enhanced financial aid processing by streamlining application procedures and reducing errors.
- Guided students through financial aid processes, by completing necessary forms and updating account records.
- Assisted students with completing complex financial aid forms, ensuring timely submission and accurate data entry.
- Increased student satisfaction by providing clear and concise information on available financial aid options.
- Assisted students and families in filling out financial aid applications.
Owner
Natasha’s Cake Creations
09.2008 - Current
- Created custom cakes, cupcakes, and chocolates
- Maintained the highest level of cleanliness
- Focused approach on building a successful in-home business
- Networked with clientele through local canvassing, and social media
- Taught simple techniques and classes
- Developed and maintained strong relationships with clients, resulting in repeat business and referrals.
- Managed day-to-day business operations.
- Oversaw daily operations, ensuring all tasks were completed accurately and efficiently by team members.
- Increased customer satisfaction by implementing efficient business processes and providing exceptional service.
- Managed financial aspects of the business, including budgeting, financial reporting, and tax preparation.
- Consulted with customers to assess needs and propose optimal solutions.
- Implemented marketing strategies to increase brand awareness and attract new customers.
Sales Associate/ Manager
Cake Craft Shoppe
11.2020 - 07.2021
- Aided customers with products and troubleshooting
- Maintained weekly inventory
- Fulfilled online orders for shipping/pickup
- Created holiday displays
- Packaged products for individual sale
Customer Service Representative
Harris Publishing
12.2005 - 03.2007
- Updated and verified alumni information
- Met company quotas for marketing and sales
- Supplied the customer an opportunity to buy alumni directory
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Education
Associates of Art - Business
Houston Community College
Houston, TX08.2024
High School Graduate -
Leander High School
Leander, TX05.2020
Skills
- Proficient in Microsoft Office, Excel, Power Point, Microsoft Teams, Zoom and Webex
- Knowledge in Social media platforms
- Proficient with LaserFiche, FAFSA, TASFA, SAP and assisting the student in options available for grants, loans and scholarships
- Excellent customer service skills and defusing situations
- Excellent time management
- Highly motivated self-starter
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
Timeline
Financial Aid Assistant/ Customer Service Rep.
Houston Community College System
12.2022 - Current
Sales Associate/ Manager
Cake Craft Shoppe
11.2020 - 07.2021
Owner
Natasha’s Cake Creations
09.2008 - Current
Customer Service Representative
Harris Publishing
12.2005 - 03.2007
Associates of Art - Business
Houston Community College
High School Graduate -
Leander High School
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