Pamela Lee
Pittsburgh,PA
Summary
Self-motivated leader seeking to re-enter the workforce part-time after taking time off for family obligations. Skilled at establishing trust and influence. Driven to help others achieve success. Expertise in goal setting and active listening.
Overview
18
18
years of professional experience
Work History
Academic Counselor
South University
07.2014 - 01.2021
- Provided support and guidance for approximately 180 student body experiencing academic and personal troubles via phone and email.
- Trained 50+ admission representatives on counseling and departmental best practices.
- Created presentations, spreadsheets, and training material used by team and students.
- Exceeded retention and recruitment goals.
Online Customer Service Representative
Web Chat, Education Management Corporation
05.2013 - 06.2014
- Assisted 6 online chat customers, while taking calls simultaneously
- Exceeded customer satisfaction goals while handling additional projects
- Member of Mentor Committee
Student Accountant
The Art Institute of Washington, Education Management Corporation
08.2010 - 02.2013
- Process cash, credit card, and check payments on student accounts
- Counseled students face-to-face about past due payments while maintaining rapport
- Manage registration holds placement and tracking
- Introduced and maintained emails using Microsoft Word mail-merge
- Managed settlement campaign for out-of-school students.
Recovery Specialist
Education Management Corporation
05.2008 - 07.2010
- Collected past-due balances of out-of-school students
- Continuously met departmental goals
- Interoffice liaison regarding student disputes
- Responsible for training of new hires
Credit Counseling Specialist
PNC BANK
12.2002 - 04.2008
- Interim supervisor for a team of 6 employees in addition to meeting call and money collected goals
- Collected past-due payments via call-center
- Completed monthly individual employee assessments by reviewing calls and providing feedback
Education
Master of Science in Leadership -
South University Online
01.2021
Bachelor of Arts in Psychology -
Argosy University
01.2012
Skills
- Customer Service
- Call Center
- Administrative Experience
- Microsoft Office
- Mentoring
- Excellent Oral and Written Communication
- Leadership
- Conflict management
- Presentation Skills
- Cash handling
- Individual and Family Support
- Student Development
Timeline
Academic Counselor
South University
07.2014 - 01.2021
Online Customer Service Representative
Web Chat, Education Management Corporation
05.2013 - 06.2014
Student Accountant
The Art Institute of Washington, Education Management Corporation
08.2010 - 02.2013
Recovery Specialist
Education Management Corporation
05.2008 - 07.2010
Credit Counseling Specialist
PNC BANK
12.2002 - 04.2008
Master of Science in Leadership -
South University Online
Bachelor of Arts in Psychology -
Argosy University
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