SOEN POLLARD
Professional
Covington,GA
Summary
STUDENT FINANCE/TRAINING/ CUSTOMER SERVICE/TEACHER/ENROLLMENT/REMOTE/GOVERNMENT Extremely analytical, results driven, proven leader and problem solver with over 6 years of comprehensive experience in Higher Education. CAREER HIGHLIGHTS & ACHIEVEMENTS Won "Service Excellence Award" for instrumental role in driving record-high production in collections and financial aid packaging. Decreased past due cash for in-school payment plans from over $100,000 to below $10,000. MVP 2020 and 2022 for excellence in customer service and customer satisfaction reflected on student survey. Remote/Homeschool Teacher/Parent teaching my children at home and partnering with the Charter school 5 years and growing. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
21
21
years of professional experience
Work History
User Support Specialist
NOOM Inc
01.2020 - Current
- Work with helping users utilize the Noom app effectively and represent their wants/ needs to internal teams
- Respond to customer-submitted email requests in a timely manner
- Troubleshoot and walk users through every step of the mobile application
- Proactively learn the latest product changes and be aware of all updates
- Liaising with colleagues or managers to find the best solutions to customers’ issues
- Obtaining and sharing customer feedback with colleagues and other departments so that products and services can be improved.
- Maintained master RMS list of users across various platforms, and direct and remote access points.
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
Admissions Advocate
Connex
01.2018 - 11.2022
- Followed admissions criteria for all perspective students in accordance with all school and company policies and procedures, all applicable federal and state regulations, and all accrediting agency standards and requirements.
- Contacted potential students utilizing most appropriate method of contact to set up information session.
- Conducted interviews of prospective students while gauging interest level, area of study, time and availability, etc.
- Served as liaison between prospective student and Admissions on their initial visit to the school
- Contacted graduates, previously cancelled students, and students scheduled to start in classes to provide program opportunities and assess class readiness.
- Used Interaction Client to efficiently respond to student inquiries through inbound and outbound phone calls, emails, and other forms of approved communication.
Learning Coach
Georgia Cyber Academy
01.2017 - 05.2022
- Assisted with children daily on prepared lesson plans
- Provided one on one interaction with all subjects
- Developed additonal interactive lessons to help engage learning at home Provided behavior modifica9on charts to enhance active learning
- Provided instructional support to students unable to attend regular classes.
- Leveraged technology to accelerate learning by proving students with easy-to-access information.
- Responded to email and telephone requests to provide students with specific information.
Family Enrollment Counselor
NCS Pearson Inc
01.2020 - 04.2021
- Assisted and enhance the enrollment for new and returning families
- Provided outbound and inbound interac9ons for families needing assistance with various enrollment queries
- Reviewed documents to assist families with the enrollment process
- Managed stressful situations in a calm, courteous, and efficient manner during Peak Season.
Substiute Teacher
Gwinnet County Public Schools
01.2016 - 01.2018
- Assisted in full coverage of the class in the absence of the instructed teacher Assisted and cover for paraprofessional in SPID classes Took on role as specialist for ESOL teachers during absence Created and provide subs9tute lesson plans in the event lesson plans
Student Finance Advisor
Le Cordon Bleu
Atlanta, GA
01.2015 - 01.2016
- Evaluated student needs and eligibility for Title IV funds
- Monitored academic progress and track enrollment status of veteran students to ensure proper termination, adjustment and amendment of certifications
- Ensured student payments are received and posted accurately and in a timely manner in order to maintain campus collection rate
- Conducted preliminary financing interviews with new students and parents
- Campus VA certifying official certiying veteran education funds for Chapters 33, 35, 30,
- VocRehab, and REAP.
- Guided clients through compiling important financial histories and documentation for evaluation.
- Provided specialized financial planning support for clients with diverse portfolios and individual needs.
- Assisted clients in making beneficial and strategic decisions regarding investments, low-cash financing and sourcing overseas partners.
Assistant Financial Aid Director
Career Education Corporation
Atlanta, GA
01.2014 - 01.2015
- Supervised staff, overseeing daily operations of the finance department
- Conferred with educators to rebalance classes, increase resource utilization and integrate new technology.
- Kept institution financially sound by tracking expenses and maintaining detailed records.
- Consulted with government regulatory and licensing agencies to verify institutional conformance with applicable standards.
- Handled and resolved escalated student concerns
- Trained new employees on financial aid department opera9ons
- Spoke to prospective students during enrollment process and at orientation about financial aid, and military veteran and active duty education benefits.
- Performed verifications, resolved overlapping loan periods, transferred credits, repackaged aid for new year, and determined student funding eligibility.
Student Finance Planner/Student
Everest College
Atlanta, GA
01.2013 - 01.2014
- Assisted students and parents with selecting options for paying college tuition, and counseled them on different financial aid assistance programs
- Conducted seminars, workshops, and presentations to provide students and families with financial, credit, and debt management counseling and educa9on
- Led projects and analyzed data to identify opportunities for improvement.
- Collaborated with team members to achieve target results.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Determined Title IV eligibility through an approved needs analysis Financial Aid software system for students requesting Financial Aid.
Financial Aid Representative
School Of Skin And Nails
Atlanta, GA
01.2013 - 01.2013
- Counseled students and parents about financial aid options and program details.
- Designed financial aid reward packages, aligning contents with individuals' monetary and logistical needs.
- Authored presentations and documentation for distribution to current and prospective students.
- Responded to client concerns and questions about credit scores and methods to improve numbers.
- Calculated clients' available monthly income to meet debt obligations.
- Assessed individual client situations and made targeted recommendations for products and services to resolve specific situations.
Financial Aid Specialist
Kaplan Higher Education
Atlanta, GA
01.2009 - 01.2011
- Prepared needs analysis and packaging of financial aid applicants; review completed applications for completeness; assist students with development of financial information; determine which programs would best suit student needs
- Audit files and determine students' continued eligibility for financial aid; certify student loan eligibility as assigned
- Maintained current knowledge of regulations and requirements for financial aid and student loan programs; attended and conducted various meetings; lead and partcipate in workshops
- Part of an elite group of financial aid specialist within the company, which tackled 9me sensitive projects which required the highest quality work while being efficient and accurate in order to ensure all Department of Education Guidelines was being followed
- Performed back end duties as well, including but not limited to:
- Loan Payment processing
- C-Codes
- Credit Changes
- Tuition Changes
- Credit Balance Disbursements
- Loan Batching /Assisted in training new staff as requested
Education
M.Ed - Educational Management
B.S - Community Based Education
Virginia Union University
Skills
Microsoft Excel, Word, PowerPoint, MAC, VAONCE, Microsoft Exchange, Campus View, People Softundefined
Additional Information
- Organizations Alpha Chi National Honor Society Golden Key International Honor Society
Timeline
User Support Specialist
NOOM Inc
01.2020 - Current
Family Enrollment Counselor
NCS Pearson Inc
01.2020 - 04.2021
Admissions Advocate
Connex
01.2018 - 11.2022
Learning Coach
Georgia Cyber Academy
01.2017 - 05.2022
Substiute Teacher
Gwinnet County Public Schools
01.2016 - 01.2018
Student Finance Advisor
Le Cordon Bleu
01.2015 - 01.2016
Assistant Financial Aid Director
Career Education Corporation
01.2014 - 01.2015
Student Finance Planner/Student
Everest College
01.2013 - 01.2014
Financial Aid Representative
School Of Skin And Nails
01.2013 - 01.2013
Financial Aid Specialist
Kaplan Higher Education
01.2009 - 01.2011
M.Ed - Educational Management
B.S - Community Based Education
Virginia Union University
Similar Profiles
Diany CastellanoDiany Castellano
Bilingual Health and Wellness Coach at Noom IncBilingual Health and Wellness Coach at Noom Inc
KARMEN RangeKARMEN Range
Senior Support Specialist - Service Recovery at Noom IncSenior Support Specialist - Service Recovery at Noom Inc
Tirop SambuTirop Sambu
Goal Specialist at Noom IncGoal Specialist at Noom Inc
Kyra RussellKyra Russell
Health Technician at Navy Medical Center San Diego, Neurosurgery ClinicHealth Technician at Navy Medical Center San Diego, Neurosurgery Clinic
Vanessa VirginVanessa Virgin
Entrepreneur at Chameleon AdvantageEntrepreneur at Chameleon Advantage