1. NINA DER-HEARD
9800 Touchton Rd Apt 412
Jacksonville, FL 32246
ninader26@gmail.com
PROFESSIONAL SUMMARY
Achievement-driven Customer Service Specialist with 10 years of experience providing exceptional service to
customers within Retail, Banking, and Educational settings. Excellent communication, problem solving and time
management skills. A skilled communicator; able to de-escalate a situation or deliver complex information to diverse
audiences. Well-versed in resolving customers’ grievances or billing complaints by performing activities such as
exchanging merchandise, refunding money, or adjusting bills. Comprehensive knowledge of administrative and
clerical procedures and systems such as word processing, managing files and records, billing, and reconciliation.
Career supported by a Bachelor of Arts in Psychology.
 Financial Management
 Communication
 Customer Service
 Information Management
 Developmental Changes
 Human Behavior
 Office Administration
 Organization/Communication
 Microsoft Office Suite
PROFESSIONAL EXPERIENCE
Clover Park Technical College-Lakewood, WA 2015-2016
Financial Aid/WorkFirst Assistant
 Oversaw Financial aid files
 Tracked in documents needed to complete files
 Answered in-person/phone inquiries regarding financial aid
 Awarded tuition/books for WorkFirst students
 Reconciled Workfirst awards
PIERCE COLLEGE – Lakewood, WA 2014 – 2015
Financial Aid Coordinator
 Oversaw Financial Aid accounts; billing students for overpayment, dropping classes, or suspending
 Awarded and processed $100k in financial aid funds such as Grants and Student Loans
 Trained 6 co-workers on how to award and process loans
 Processed student's appeals: reinstatement of financial aid, extension, second degree and maximum credits
 Managed 4 separate reports and reconciled out of balance findings
THE EVERGREEN STATE COLLEGE – Olympia, WA 2012 – 2013
Peer Advisor
 Connected students with academic advisors and campus resources
 Worked in an office environment answering phones and scheduling appointments
 Helped students to understand Evergreen's curriculum and assisted students in class schedules
WEST COAST BANK – Olympia, WA 2011 – 2012
Teller
 Ran cash drawer - $5500; cashing checks, making deposits, calls – incoming, outgoing sales and merchant
 Managed accounts; Closing and Return Mail
 Processed ATM machine and deposits from drive-thru
THURSTON FIRST BANK – Olympia, WA 2008 – 2009
Customer Relations Representative

2.  Ran cash drawer - $5500; answering calls, cashing checks, offering CD rates, and issuing cashier’s checks
 Performed office work such as scanning all daily paperwork, imaging bank and client paperwork and
closing out accounts, and making deposits
 Helped customers by providing information on checking/savings balances, and CD interests
NINA DER HEARD, PG. 2
KEY BANK – Olympia, WA 2006 – 2008
Customer Service Representative
 Assisted supervisors and managers on special projects
 Designed and created flyer's and signs to enhance bank-related products
 Ran cash drawer; answering calls, cashing checks, offering CD rates, and issuing cashier’s checks
 Ordered vault cash-$50k (dependenton bank needs)
 Balanced and serviced ATM- $40k
 Ordered office supplies
SHOPKO – Lacey, WA 2005 – 2006
Cashier/Customer Service Desk
 Helped to manage the front end of the store and assisted customers in purchasing products
 Returned or exchanged store merchandise and unloaded products such as candy, soda, and movies
 Assisted customers by phone and in person by answering questions or directing customers to departments
 Operated photo and lottery machine
EDUCATION
Bachelor of Arts, Psychology, The Evergreen State College, Olympia, WA – 2013
Associate of Science, General Studies, Pierce Community College, Lakewood, WA – 2007
TECHNICAL SKILLS
Software: Microsoft Office (2003, 2007, 2010, 2013, 365), SharePoint
Operating Systems: Mac / Microsoft Windows