karl thomas

My job as a Team Manager was to motivate, train, and lead a team by coaching to behaviors.

Process visa and passport documents

Streamlined the process of completing claim information by assigning personnel to do specific duties, which forced accountability and the best customer experience in the customer service department. Proactively identified customer needs and documented them efficiently and accurately for processing. Advised associates on how to educate customers on all resolution options applicable to their needs in order to ensure maximum client coverage and satisfaction by listening, matching the customers tone, showing empathy, and taking ownership of the situation. Followed-up with client situations not immediately resolvable in order to reassure clients of their priority status.

Made sure that tuition balances were up to date. Also educated the students and parents on how financial aid works, as well as offering payment options for the academic term. Directed callers to the proper department when the concerns were something outside of my office's responsibility. Arranged follow up calls to make sure that the students were ready to begin the semester.