Contact Advisor III (Work Advisor III)
Nelnet | Lincoln, NE | February 2025 – Present
- Serve as a primary point of contact for borrowers, navigating and interpreting complex
Department of Education federal policies
to accurately resolve inquiries regarding federal student loans and loan forgiveness
programs.
- Translate dense, highly regulated federal guidelines into clear, actionable steps for
customers,
ensuring complete accountability from initial contact to resolution.
- Maintain consistent top 20% performance metrics across the department by balancing
empathetic service, strict
regulatory compliance, and meticulous attention to detail.
- Mentorship & Training: Actively serve as a Mentor to support the
onboarding, skill development, and knowledge
retention of new and transitioning associates, directly contributing to departmental
training goals.
- Progression & Recognition: Promoted to Work Advisor III within 11
months due to exceptional reliability and
accuracy. Recognized as a quarterly "Culture Champion" for driving associate engagement
and modeling core
organizational values.
Office Manager
Unique Service Plumbing LLC | Remote | March 2023 –
August 2024
- Authored and implemented clear Standard Operating Procedures (SOPs) and accountability
guidelines, ensuring
consistent service delivery across remote field and office teams.
- Collaborated with leadership to audit existing workflows, documenting process gaps and
proposing practical,
written solutions to optimize daily operations.
- Generated precise operational documentation, including estimates and expense reports,
communicating complex
logistical data that contributed to a 95% improvement in budget adherence.
- Streamlined daily operations by drafting and maintaining accessible schedules, priority
lists, and service
workflows for remote staff.
Human Resources Lead
All About Kids Home Health | Hybrid | July 2020 –
April 2022
- Architected and documented a fully remote onboarding system integrating Jazz HR and ADP
Workforce Now,
streamlining applicant tracking, benefits coordination, and essential clinical skills
testing for nursing
staff.
- Collaborated on the design and content architecture of the company’s current website,
optimizing the digital
presence and ensuring clear, user-friendly navigation.
- Designed and maintained comprehensive onboarding documentation and training materials,
creating structured
learning paths to improve associate engagement and retention.
- Drafted detailed workforce reports and operational metrics, translating complex HR data
into clear, actionable
insights for leadership decision-making.
- Managed compliance reporting and documentation in a highly regulated healthcare
environment, ensuring all
internal processes met strict operational and legal standards.
Brand Manager
Compass Group | San Marcos, TX | July 2018 – July
2020
- Authored website updates and marketing materials, ensuring clear, engaging brand
consistency across digital
platforms and customer touchpoints.
- Developed and facilitated training programs for new associates, significantly reducing
turnover through
structured onboarding and clear instructional guidance.
- Drafted comprehensive reports on operational metrics, budgets, and forecasts, presenting
complex financial data
clearly to stakeholders.
Regional Director of Operations
Rodeo Dental and Orthodontics | Brownsville, TX |
November 2010 – May 2015
- Designed, documented, and implemented standard operating systems across multiple
locations, creating
instructional frameworks to replicate operational excellence company-wide.
- Authored procedural protocols and conducted compliance audits to evaluate effectiveness
and ensure strict
adherence to company standards.
- Spearheaded training and development initiatives, translating operational best practices
into accessible,
written guides for clinical and administrative staff.
Human Resources / Recruiter
Pronto General Agency | Brownsville, TX | May 2008
– May 2010
- Authored comprehensive Manager Training programs, designing the curriculum and
instructional materials to
develop internal leadership capabilities.
- Wrote and edited engaging copy for a variety of platforms, including newspaper
advertisements, online marketing
campaigns, and internal HR communications.
- Designed and implemented the company’s first internal HRIS, including writing the
foundational documentation
and reporting structures to improve system adoption and process efficiency.
Director of Human Resources and Safety
Valley International Cold Storage | Harlingen, TX |
September 2006 – January 2008
- Authored and updated comprehensive employee handbooks and safety manuals, translating
complex regulatory
requirements into easily understandable associate guidelines.
- Designed and oversaw targeted training programs focused on safety and compliance in a
highly regulated
industrial environment.
- Generated detailed audit reports and compliance documentation, ensuring accurate
record-keeping and operational
accountability.
Director of Human Resources / Assistant Purchasing
Manager
Palm Harbor Homes Inc. | Casa Grande, AZ | November
2004 – August 2006
- Researched, authored, and implemented comprehensive OSHA safety programs, interpreting
strict federal guidelines
to create actionable, compliant workplace procedures.
- Drafted core HR documentation, benefits materials, and employee communications, ensuring
clarity across all
internal messaging.
- Developed and facilitated onboarding and training initiatives, driving measurable cost
savings through improved
process documentation and associate readiness.
