Natasha Young
Brighton,CO
Summary
Experienced professional with strong customer service, problem-solving, and computer skills, adept at advising and assisting clients with complex inquiries. Proven ability to thrive in fast-paced environments and manage multiple tasks efficiently. Seeking to leverage expertise in a new role as a Customer Service Specialist to drive team success and client satisfaction.
Overview
6
6
years of professional experience
Work History
Student Loan Advisor
Nelnet
08.2021 - Current
- Assisting over 13,000 student loan borrowers yearly
- Mastered using multiple computer applications daily
- Billing Assistance
- Advised clients on student loan options, ensuring understanding of repayment plans and eligibility criteria.
- Assisted borrowers in completing applications, accurately gathering required documentation for processing.
- Educated clients about the benefits of various forgiveness programs available to them, empowering informed decision-making processes.
- Assisted in reducing default rates by proactively reaching out to struggling borrowers and offering tailored solutions.
- Resolved escalated calls professionally, diffusing tense situations while addressing customer concerns effectively.
- Advised borrowers on deferment and forbearance options during financial hardships, helping them maintain good loan standing.
- Trained new advisors on company policies and best practices, contributing to a knowledgeable workforce that provided exceptional service.
- Maintained strict adherence to privacy policies and procedures while handling sensitive client information, ensuring the protection of borrower data at all times.
- Maintained up-to-date knowledge of federal regulations and guidelines regarding student loans, ensuring accurate advising services.
- Enhanced borrower understanding by providing clear explanations of complex student loan repayment options.
- Streamlined application processes for income-driven repayment plans, resulting in faster approval times for clients.
- Managed high-volume calls while maintaining professionalism and accuracy in responses.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Retention Specialist
Continuum Global Solutions
Remote
10.2020 - 08.2021
- Boosted customer retention rates, skillfully addressing concerns and resolving issues.
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Educated customers on product features and benefits to enhance retention rates.
- Provided knowledgeable recommendations for products or services that aligned with individual customer needs, boosting satisfaction levels significantly.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Met or exceeded performance metrics regularly, demonstrating consistent dedication to providing exceptional service.
- Assisted customers with account updates and plan changes to optimize their satisfaction and loyalty.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
Mobile Expert
OSL
Sidney, NE
05.2020 - 10.2020
- Helped customers sign up for new phone service both prepaid and postpaid
- Transferred customers saved content from old phone to new phone
- Assisted in the installation of case and new screen protector
- Met sales goals
Delivery Expert
Domino's Pizza
Sterling
09.2019 - 05.2020
- Delivered pizzas promptly, ensuring high customer satisfaction through efficient route navigation.
- Maintained vehicle cleanliness and operational readiness, adhering to safety standards.
- Assisted in training new delivery team members on best practices and company policies.
- Managed cash handling accurately during transactions, reinforcing trust with customers.
- Monitored inventory levels during shifts, ensuring timely restocking of supplies for seamless operations.
- Resolved customer complaints professionally, taking necessary actions to improve service quality for future deliveries.
- Managed cash transactions, ensuring proper handling and reporting of payments received from customers.
- Handled food orders carefully, maintaining high standards of hygiene and presentation upon arrival at the destination.
Education
High School Diploma -
Merino High School
Merino, CO05.2020
Skills
- Advanced computer skills
- Communication
- Client retention
- Punctuality
- Data entry and maintenance
- Active listening
- Efficient and detail oriented
- Team collaboration
- Critical thinking
- Understanding customer needs
- Calm and professional understanding pressure
- Payment processing
- Customer service
- Task management
- Handling high call volume
- First call resolution
- Customer satisfaction
Timeline
Student Loan Advisor
Nelnet
08.2021 - Current
Retention Specialist
Continuum Global Solutions
10.2020 - 08.2021
Mobile Expert
OSL
05.2020 - 10.2020
Delivery Expert
Domino's Pizza
09.2019 - 05.2020
High School Diploma -
Merino High School