Stephanie Henderson
Phoenix,Arizona
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
18
18
years of professional experience
Work History
Student Services Counselor V
Grand Canyon University
Phoenix, AZ
10.2014 - 04.2023
- Assisted over 500 college students with obtaining financial aid to assist with expenses related to college.
- Assisted over 500 students with completing loan applications and other financial aid paperwork.
- Reviewed and processed financial aid documents for student loans and grants
- Collaborated schedules with students to ensure utmost success with chosen program
- Delivered prompt service to prioritize students needs.
- Maintained up-to-date knowledge of federal rules and regulations for higher education
- Enhanced productivity levels by anticipating students needs and delivering outstanding support.
- Answered customer telephone calls promptly to avoid wait times.
- Investigated and resolved students concerts with instructors and financial aid accounts
- Worked collaboratively with other departments to provide consistent feedback and account updates
- Conferred and resolved education-related issues and problems with students and instructors.
- Implemented retention strategies to improve student success.
- Complied with state and federal financial aid guidelines and regulations.
- Advised students in making academic decisions and financial management.
- Counseled students and parents about financial aid options and program details.
- Resolved problems, improved operations and provided exceptional service
- Proved successful working within tight deadlines and a fast-paced environment
- Worked well in a team setting, providing support and guidance
- Gained extensive knowledge in data entry, analysis and reporting
- Demonstrated creativity and resourcefulness through the development of innovative solutions
- Acted as a team leader in group projects, delegating tasks and providing feedback
- Used critical thinking to break down problems, evaluate solutions and make decisions
- Cultivated interpersonal skills by building positive relationships with others
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations
- Learned and adapted quickly to new technology and software applications
- Demonstrated a high level of initiative and creativity while tackling difficult tasks
- Skilled at working independently and collaboratively in a team environment
Financial Services Manager
University Of Phoenix
Phoenix, AZ
09.2009 - 06.2013
- Managed a team of 8-10 counselors in helping college students obtain financial aid through loan programs.
- Explained very technical financial information to prospective students in easy to understand language.
- Reviewed initial financial aid applications for accuracy and compliance with reporting standards.
- Assisted team members with tracking and logging status of loans.
- Processed federal financial aid verifications per the department of education guidelines.
- Coached and trained team members on loan requests and documents to verify accuracy and completeness.
- Communicated with prospective students to illustrate available financial aid opportunities.
- Coached and evaluated team members as they counseled students on issues such as excessive borrowing.
- Corresponded with various other departments, discussing plans and agreeing on future paths for students to take.
- Complied with state and federal financial aid guidelines and regulations.
- Processed unique financial aid profiles for undergrad and post-grad applications.
- Established team priorities, maintained schedules and monitored performance.
- Identified and communicated employee needs to build a quality team of counselors.
- Maintained professional demeanor by staying calm when addressing unhappy or angry students.
- Developed and maintained relationships with other departments through team development.
- Maximized performance by monitoring daily activities and mentoring team members.
- Cross-trained existing employees to maximize team agility and performance.
- Trained personnel in employee maintenance and enforced participation in exercises focused on developing key skills.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Onboarded new employees with training and new hire documentation.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Maintained professional, organized, and safe environment for employees and patrons.
- Communicated clearly with employees and collaborating departments to keep everyone on same page and working toward established business goals.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Managed and motivated employees to be productive and engaged in work.
- Defined clear targets and objectives and communicated to other team members.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Developed and implemented business strategies to achieve business goals and stay competitive.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Set aggressive targets for employees to drive company success and strengthen motivation.
Executive Financial Aid Advisor
University Of Phoenix
Phoenix, AZ
03.2005 - 09.2009
- Communicated with prospective students to illustrate available financial aid opportunities.
- Helped college students obtain financial aid through loan programs.
- Complied with state and federal financial aid guidelines and regulations.
- Processed unique financial aid profiles for undergrad and post-grad applications.
- Advised students in making academic decisions and financial management.
- Provided financial aid counseling to enrolled and prospective students.
- Processed federal financial aid verifications per the department of education guidelines.
- Reviewed initial financial aid applications for accuracy and compliance with reporting standards.
- Assisted clients with improving financial health by counseling on issues such as excessive borrowing.
- Processed loan applications and monitored progress from start to finish.
- Assisted in development of student financial aid plans and packages.
- Explained very technical financial information to applicants in easy to understand language.
- Monitored pipelines to track and log status of loans.
- Developed and maintained relationships with students by responding to calls and emails timely
- Assisted students with completing loan applications and other paperwork.
- Counseled students and parents about financial aid options and program details.
Education
Master of Science - Management
University of Phoenix
Phoenix, AZ08.2012
Master of Science - Psychology
University of Phoenix
Phoenix, AZ03.2010
Bachelor of Science - Management
University of Phoenix
Phoenix, AZ08.2007
Skills
- Negotiation and Conflict Resolution
- Collaborate Cross-Functionally
- Client Rapport-Building
- Customer Satisfaction
- Customer Service and Rapport
Timeline
Student Services Counselor V
Grand Canyon University
10.2014 - 04.2023
Financial Services Manager
University Of Phoenix
09.2009 - 06.2013
Executive Financial Aid Advisor
University Of Phoenix
03.2005 - 09.2009
Master of Science - Management
University of Phoenix
Master of Science - Psychology
University of Phoenix
Bachelor of Science - Management
University of Phoenix