Nina Kumpu
Milford
Summary
Demonstrated leadership and organizational skills, with focus on effective communication and problem-solving. Experienced with managing complex projects and leading diverse teams to achieve organizational goals. Utilizes strategic planning and operational efficiency to drive success. Known for fostering team collaboration and delivering consistent results, adapting effectively to evolving demands.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Assistant Director – Student Financial Services Solutions Team
Southern New Hampshire University
Manchester, New Hampshire
07.2020 - Current
- Manages an internal customer service support team for student-facing departments
- Promote a supportive environment in which employees are encouraged to solve complex problems
- Collaborate with leaders across the organization to ensure the needs of the business are being met
- Analyze and collect data through various technology platforms to make decisions and improve processes
- Manage projects that support the goals of the University
- Oversees the recruitment, hiring, and onboarding process for new staff
- Develop a team culture that focuses on employee engagement, collaboration, and continuous learning opportunities.
- Maximize performance by monitoring daily activities and mentoring team members.
Team Lead – Student Financial Services
Southern New Hampshire University
Manchester, New Hampshire
10.2015 - Current
- Coach and develop a team of Finance Counselors by identifying opportunities and recognizing positive behaviors
- Provide professional development opportunities to direct reports through developing plans for immediate and long term performance improvement
- Serve as a Subject Matter Expert with an advanced knowledge of financial aid concepts
- Monitor staff assignments and deliver feedback on metrics
- Monitor and review phone calls to ensure quality and accuracy
- Conduct team meetings and regular one on ones with direct reports
- Manage team tasks and schedules
- Participate in new hire training and ongoing training to facilitate learning
- Leverage reporting to coach teams successfully
- Write and deliver mid and annual reviews to all direct reports
- Work with senior leadership to develop initiatives with the goal of increasing the overall success and efficiency of the department
Enrolled Student Services Associate IV – Student Financial Services
Southern New Hampshire University
Manchester, New Hampshire
08.2013 - 10.2015
- Monitoring and remaining available for inbound calls; responding to email and voicemail with written and verbal communication skills
- Explain the financial aid process and policies to student’s
- Demonstrate knowledge in and utilize federal processing websites such as; NSLDS, COD, CPS
- Mentor new hires, while tracking their progress, and help them to improve their knowledge of federal regulations and policies in addition to SNHU policies and procedures
- Exhibit proficient skill in software applications such as; Colleague, Customer Relationship Management, Image Now, and Excel
- General knowledge of registrar, accounts receivable, financial aid processing, credit and collections, and military benefits functions
- Display effective listening skills and the ability to de-escalate student concerns and issues
- Knowledge of cashier functions in Colleague and successfully post payments to student accounts
Education
Bachelor of Arts - Business
University of New Hampshire
Manchester, New Hampshire05.2013
Skills
- Staff management
- Strategic planning
- Data analysis
- Teamwork and collaboration
- Customer service
- Interpersonal communication
- Hiring and training
- Employee coaching and mentoring
Certification
MSI - Change Management Specialist
Timeline
Assistant Director – Student Financial Services Solutions Team
Southern New Hampshire University
07.2020 - Current
Team Lead – Student Financial Services
Southern New Hampshire University
10.2015 - Current
Enrolled Student Services Associate IV – Student Financial Services
Southern New Hampshire University
08.2013 - 10.2015
Bachelor of Arts - Business
University of New Hampshire
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