Carolynn Pohlmann

• Troubleshoot Fiserv software used by banks.
• Run some SQL commands to resolve issues within a banks database.
• Log, track, and professionally manage incoming client calls, and tickets submitted online.
• Stage and recreate test scenarios in test environments.
• Provide 24 hr support while on call.
• Work flexible hours across night, weekend, and holiday shifts.
• Run and review diagnostic logging to troubleshoot errors.
• Assist clients with banking processes such as Check Image Processing, Statement Rendering, and Document Distribution.

• Responsible for responding to and resolving customer requests for assistance with technical issues.
• Troubleshoot and resolve complex issues within OnBase.
• Ensure customer is advised as to the progress to the resolution of their issue.
• Respond to inbound calls for production down needs.
• Identify and submit software defect cases to internal team for review.
• Contribute to internal documentation to reflect all activity related to the resolution of the support request.
• Experienced in Workflow, Document Import Processor, and Installation of OnBase Clients and Application Servers.

• Review tax forms and compare IRS data to the information provided on the FAFSA.
• Make corrections to various fields on the FAFSA as needed and determining whether these corrections would require additional information.
• Assess information provided by the student and parents to ensure taxes were completed correctly, and advise on how to amend if needed.
• Answer questions students and parents have about completing the verification process via phone or email.
• Train new employees on basic job requirements, such as required documentation, communicating with students and parents, and reading tax forms.
• Quickly learned changes in FAFSA regulations from year to year.

• Provided detailed information about repayment options available, as well as loan forgiveness to students and borrowers.
• Connected borrowers with their loan servicers to ensure their account is brought current with a payment or forbearance.
• Assisted with loading call lists into the dialer to make sure calls were coming in consistently.
• Trained new employees on notating accounts, repayment options, and how to communicate this knowledge to borrowers efficiently.
• Manually dialed out to accounts with time zone restrictions, to ensure we help borrowers at their convenience.
• Led group training on the benefits of student loan consolidation.

• Developed nutrition plans addressing individual patient conditions, including diabetes and food allergies.
• Took meal trays to patients and checked for satisfaction with dietary requirements.
• Prepared and served food to patients, visitors and employees.
• Ensured a clean and organized environment for food preparation.
• Prepared and set up meals for the following shift.
• Trained new employees on various positions within the kitchen, such as grill cook and cashier.
• Ensured all food safety procedures were met.