Kiana M. Jackson

Kiana M. Jackson 1251 S. Longacre Blvd Yeadon, PA-- SUMMARY OF QUALIFICATIONS Polished, professional customer service rep expert offering: 10 years of experience in administrative and clerical industry 10 years of experience in leadership and operations An unwavering commitment to customer service, with the ability to build productive relationships, resolve complex issues and win customer loyalty Outstanding interpersonal, written, oral communication, and organizational skills Confident and decisive under stressful conditions Microsoft Office Suite (Word, Excel, Access, Outlook, Power Point, Publisher) Education Eastern University September 2010-Present Penn Wood High School September 2006-June 16, 2010 High School Diploma Awarded Experience William Penn School DistrictNovember 2017-Present Assessment Secretary Under general supervision, responsible for the data processing and clerical work associated with district assessment accountabilities and student records and documents. Gathers, inputs and uploads information related to school, local, state, national assessments, student records and documents for state/federal reporting requirements as directed. Provides coverage for the receptionist as directed. Provide high quality assistance with the coordination, implementation, and administration of pre and post – local, state, and national test/assessment activities; When necessary, facilitates the gathering, organization, and giving of test/assessments to students; Prepares assessment/test packets with required data; Assist with the collection of data regarding the scholastic achievement or demographic makeup of schools and the District; Serves as one of the district’s information sources for internal and external inquiries related to assessment/testing in the school district; (answering phone inquiries) Assist with the distribution of testing materials to school sites; Assist with gathering, assembling, and analyzing information in preparation for numerous local, state, and federal reports; Organizes and verifies correctness of information between and among documents and files; Learns about the assessments being given and support teachers as needed; Operates a variety of office machines Temple UniversityJune 2017-August 2017 Financial Aid Counselor I Provides specialized assistance and information to students and parents regarding student financial programs and services. Process student aid applications and package awards. Counsel students and aid recipients regarding cost of attendance, methods of payment and management of financial responsibilities. Excellent interpersonal skills and a commitment to provide outstanding customer support services. Ability to establish and maintain cooperative and effective working relationships with and effectively serve students. Perform periodic reconciliation to the general ledger. Interpret, implement, and maintain up-to-date knowledge of Federal and State guidelines governing financial aid programs. Monitor academic progress of students receiving financial aid. Audits student files periodically for accuracy and completeness. Provide advice and assistance to students with loans, grants, scholarships, and the financial aid application process and review applications to assure accurate and complete information. Assist students with resolution of unusual problems and make adjustments as appropriate. Recommend and assist in the implementation of goals, objectives, policies and procedures. Utilize Federal and State agency online data management systems to troubleshoot student and college record management issues. Sallie Mae August 2016- March 2017 Customer Service Specialist I Handle customer inquiries, complaints, billing questions and payment extension/service requests. Calm angry callers, repair trust, locate resources for problem resolution and design best-option solutions. Interface daily with internal partners in accounting, field services, new business, operations and consumer affairs divisions. Receiving in-bound calls regarding student loan accounts and also speaking with delinquent customers as a result of customer contact Revise or make changes to account information such as address changes, name changes or other changes to an account Explain loan activity to customers. Activity on loans could include: accruing interest, tax deduction, or the timing of payment posting Manage a high-volume workload within a deadline-driven environment. Resolved an average of 550 inquiries in any given week and consistently met performance benchmarks in all areas (speed, accuracy, volume) Navient Solutions, Newark DEAugust 2015-August 2016 Customer Service Specalist II Handle customer inquiries, complaints, billing questions and payment extension/service requests. Calm angry callers, repair trust, locate resources for problem resolution and design best-option solutions. Interface daily with internal partners in accounting, field services, new business, operations and consumer affairs divisions. Receiving in-bound calls regarding student loan accounts and also speaking with delinquent customers as a result of customer contact Revise or make changes to account information such as address changes, name changes or other changes to an account Explain loan activity to customers. Activity on loans could include: accruing interest, tax deduction, or the timing of payment posting Manage a high-volume workload within a deadline-driven environment. Resolved an average of 550 inquiries in any given week and consistently met performance benchmarks in all areas (speed, accuracy, volume) PHeaa, Chester, PAJune 2014-August-2015 Customer Service Rep I- Promoted to State Employee of Commonwealth of Pennsylvania as of May, 23,2015 Handle customer inquiries, complaints, billing questions and payment extension/service requests. Calm angry callers, repair trust, locate resources for problem resolution and design best-option solutions. Interface daily with internal partners in accounting, operations and consumer affairs divisions. Receiving in-bound and/or placing outbound calls regarding student loan accounts and also speaking with delinquent customers as a result of customer contact Revise or make changes to account information such as address changes, name changes or other changes to an account Explain loan activity to customers. Activity on loans could include: accruing interest, tax deduction, or the timing of payment posting Manage a high-volume workload within a deadline-driven environment. Resolved an average of 550 inquiries in any given week and consistently met performance benchmarks in all areas (speed, accuracy, volume) First Baptist Church of Paschall January 2012- June 2014 Philadelphia, Pa Director of Youth Ministries Oversees, plans and organizes events for Youth of the church and community Facilitates monthly meetings Oversees Youth Store Recruit and train volunteers who work with youth in all aspects of youth ministry and ensure adequate volunteer support and adult to youth ratios Liaison between the church and other community organizations, people, and resources that relate to youth and youth ministries. Keep records of youth participation and manage the youth ministry budget. Communicate in a timely manner and as effectively as possible using all available resources (email, website, bulletin, newsletter, bulletin board, etc.). Ensure communication with church staff and leadership, parents, and the congregation as a whole. Be aware of resources for developing the youth ministry programming and participate in continuing education events and training opportunities. Plan and organizes yearly Youth Explosion held in June Substitute Teacher ServiceSeptember 2012- June 2014 Media, Pa Substitute Instructional Assistant (William Penn School District, Lansdowne Pa) Greeting children and parents upon arrival to school Assisted autistic support children and teacher in classroom Covered lunchroom for breakfast and lunch duty as well as recess duty Other Duties as assigned Borough of YeadonJune-August- Yeadon, Pa Summer Camp Counselor Supervised students on bus to and from camp (ages 6-12) Responsible for collecting weekly fees Planned and organized field trips Maintained and recorded daily attendance of campers Communicated with parents regarding any disciplinary issues Created newsletter to be distributed to camp students and staff Eastern UniversitySeptember 2011- May 2012 St. David’s Pa Education Curriculum Lab Assistant Assistant to Director of Curriculum Lab Providing professional customer service to Staff and Students Checking in and out books from Lab Library Receiving and distributing mail Preparing Documents Answering Phone Calls Copying, Faxing and Laminating documents Other general office duties as needed Evans Elementary SchoolDecember 2010-June 2011 Yeadon, Pa Substitute Secretary/ Lunch Monitor Covered main office of school Answering phone calls Preparing documents as needed by school Principal Receiving and Distributing Mail Copying and Faxing document Other general office duties as needed Supervised students while at lunch and recess Eastern University Human Resources September 2010-December 2010 St. David’s Pa Administrative Assistant Answering Phone calls Preparing documents Filing Employee Information Assisted Human Resource Director with various task Copying and Faxing documents Refilling Supplies Other General Office duties as needed Receiving and Delivering Mail Achievements PHeaa- Promoted to State Employee as of May 2015 Navient- Recognized as top performer of entire department in the area of AHT (average handle time) in March and April 2016 Temple University- Recognized as 1 of top 3 counselors for servicing the most students (July 2017)