• Identify compliance issues that require follow-up or investigation• Research, compile, and prepare reports, manuals, correspondence, or other information required by Federal Department of Education• Maintain documentation of compliance activities, such as complaints received or investigation outcomes• Work with department heads to review findings from department audits• Attend company meetings to exchange product information and coordinate work activities with other departments

• Supervised the work of customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems• Provided staff with assistance in performing difficult or complicated duties• Monitored call center staff performance to ensure that goals are met• Analyzed details of teams phone calls to assess their growth potential and to set quotas• Planned and assigned employees to additional project

• Provided employees with guidance in handling difficult or complex student loan issues and in resolving escalated complaints• Interpreted and communicated work procedures and company policies to staff• Listened to and resolved customer complaints regarding services, products, or personnel• Provided information to supervisor, co-workers, and subordinates by telephone, in written form, e-mail, or in person

• Answered customer questions about student loans• Kept informed of management decisions and their effects on departmental operations• Consulted with managers or other personnel to resolve problems in work area

• Created and coordinated P&L statements to fund operations and increase efficiency• Reviewed financial statements, sales and performance data to measure productivity, goal achievement • Identified areas needing cost reduction or program improvement• Directed administrative activities directly related to making products and providing excellent customer service• Performed personnel functions such as hiring, training, scheduling and quarterly and yearly evaluations• Monitored suppliers to ensure efficient and effective/timely goods or services within budgetary limits