DANIELLE MARIE GORDON
Pittsburgh,PA
Summary
Dynamic and results-oriented Customer Service Representative with a proven track record of fostering positive customer experiences through exceptional communication, active listening, and effective problem-solving skills. Committed to promoting customer-centric behaviors that drive satisfaction and loyalty, while adept at evaluating individual customer needs to implement tailored product and service solutions. Seeking to contribute to a stable and profitable organization as a valuable team member, leveraging extensive business experience to enhance operational success. Passionate about creating impactful interactions that exceed customer expectations.
Overview
17
17
years of professional experience
Work History
Senior Financial Aid Advisor
South College
02.2020 - Current
- Enhanced student satisfaction with financial aid services through timely communication and personalized support.
- Collaborated with academic departments to ensure accurate awarding of scholarships based on merit and need criteria.
- Provided exceptional customer service to students and parents by answering questions related to financial aid programs, application processes, deadlines, and award notifications.
- Managed complex appeals processes to resolve student concerns regarding eligibility or award amounts fairly and efficiently.
- Maintained compliance with federal, state, and institutional guidelines by staying updated on policy changes and conducting regular audits of financial aid records.
- Counseled students and families on budgeting, credit management, and loan repayment strategies promoting responsible financial habits.
- Provided financial aid counseling to enrolled and prospective students.
- Communicated with prospective students to illustrate available financial aid opportunities.
- Evaluated loan requests and documents to verify accuracy and completeness.
Collections Manager
Eckert Seamans Cherin & Mellot
07.2019 - 01.2020
- Performed research and due diligence to resolve issues in timely manner.
- Collaborated with legal resources and recovery teams to manage default issues.
- Reached out customers to collect outstanding payments via one-time or negotiated installment methods.
- Verified details of transactions, including funds received and total account balances.
- Calculated figures such as discounts, percentage allocations and credits.
- Conducted month-end balance sheet reviews and reconciled any variances.
- Coded and entered at least 30 invoices each day into in-house accounting software.
Student Finance Counselor
Dream Center Education Holdings
05.2015 - 03.2019
- Manage and oversee the credit and collection activities on each clients account.
- Collect on outstanding invoices while enforcing collection practices while assisting each client with their resolving their account balance.
- Process payments for outstanding balances, authorize write offs and payment extensions when required.
- Accurately explain the financial aid process to each student.
- Expertly facilitate completion of all prospective student financial aid procedures.
- Knowledgeable in various software such as CRM, STAR, Image Now, Perceptive Content and Campus Vue and a variety of other software at the University level.
- Skillfully maintain student enrollment of 400+ every five-week term, member of a graduation team consisting of an Academic and Enrollment Counselor.
- Competently manage student inquiries of Federal Title IV funding.
- Adeptly responsible for the implementation of departmental policies and procedures.
- Readily trained, orient, and mentor new and current financial team members.
Employment Verification Representative
Lincoln Technical Institute
05.2013 - 01.2014
- Verified job placements submitted by the Career service Representative.
- Ensured each job placement was within the graduate's field of study to maintain federal accreditation and compliance.
- Organized files from paper and email verification for all campus locations, assisted in training and review of the verification process.
- Updated files and records through Campus Vue Student software.
- Maintained up-to-date knowledge of changing labor laws impacting employment verification processes, adapting procedures accordingly.
- Supported clients throughout the verification process, providing clear guidance on required documentation and procedures.
- Enhanced the accuracy of employment verification by meticulously reviewing and cross-referencing applicant information.
Loan Processor Assistant
Allied Mortgage Group
09.2012 - 11.2012
- Contacted clients to discuss the necessary steps within the loan process.
- Ordered required documents such as the preliminary title report, also verified employment and income for each client.
- Coordinated with the underwriter to ensure the loan progress goes smooth and quickly for the client.
- Reviewed loan files for completeness, identified missing documentation, and generated condition lists for applicants.
- Prepared comprehensive reports to management detailing key performance indicators related to loans processed, approved, denied, or withdrawn.
- Improved customer satisfaction by providing timely updates and clear communication throughout loan application process.
- Worked with customers in person and via telephone to answer questions, process transactions, and resolve issues.
- Ensured accuracy of client information, verifying data collected during the application process and updating records as needed.
Student Finance Counselor
Education Management Corporation
12.2011 - 08.2012
- Walked each student through the verification process from the Department of Education.
- Assisted students in obtaining required documentation in order to remain eligible for Federal student aid.
- Maintained monthly outreach to new, continuing and current student body.
- Knowledgeable detail various practices, policies, and procedures of the university.
- Skillfully maintain student re enrollment and packaging of Federal Student Aid whilst assisting with the completion of the FAFSA.
- Competently manage student inquiries of Federal Title IV funding and submissions of Financial appeals and waivers.
- Met and exceeded AR goals, assisted students with establishing payment plans.
- Readily trained, orient, and mentor new and current financial team members.
Student Account Adviser
Education Management Corporation
09.2010 - 12.2011
- Negotiated payment of past due balances, including coordinating and maintaining payment plans.
- Responsible for reconciliations including stop pays, billing errors, short pays, check requests and refunds.
- Excellent ability to concurrently manage workloads and student accounts while meeting rigorous performance standards and demanding schedules.
- Managed sensitive data with utmost confidentiality, adhering strictly to FERPA guidelines when handling student account information.
- Consistently met or exceeded performance metrics related to resolution times, collection efforts, and customer satisfaction.
- Located customers with overdue accounts and solicited payment in compliance with fair debt collection practices.
- Analyzed customer financial records to determine appropriate payment plan.
Customer Service Representative
Progressive Financial Services
01.2009 - 09.2010
- Performed collection activities for Department of Education, in obtaining payments for delinquent and defaulted student loans.
- Skip traced individuals who leave no forwarding address through use of credit bureaus, government agencies, and other related resources.
- Providing continuous effort to improve operations and decrease turnaround times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
Education
Bachelor of Arts - Psychology
Carlow University
Associates of Arts - Psychology
Argosy University
01.2017
Skills
- Billing, clients, financial aid, Federal student aid polices, mentor, underwriter
- File/records maintenance
- Financial records and processing
- Microsoft Office
- Dynamics 365 software
- Academic
- CRM
- Accounts receivable professional
- General ledger accounting aptitude
- Payment acceptance
- Complex problem solving
- Past due procedures
- Invoicing background
Hobbies and Interests
Volunteer at Ronald McDonald House Charities, Volunteer Committee for Student Success Scholarship
Timeline
Senior Financial Aid Advisor
South College
02.2020 - Current
Collections Manager
Eckert Seamans Cherin & Mellot
07.2019 - 01.2020
Student Finance Counselor
Dream Center Education Holdings
05.2015 - 03.2019
Employment Verification Representative
Lincoln Technical Institute
05.2013 - 01.2014
Loan Processor Assistant
Allied Mortgage Group
09.2012 - 11.2012
Student Finance Counselor
Education Management Corporation
12.2011 - 08.2012
Student Account Adviser
Education Management Corporation
09.2010 - 12.2011
Customer Service Representative
Progressive Financial Services
01.2009 - 09.2010
Bachelor of Arts - Psychology
Carlow University
Associates of Arts - Psychology
Argosy University
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