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Faces of Nelnet: Shelly Thornton, School Service Center

August 13, 2010

Newlywed Shelly Thornton from Nenet's School Service Center

What are you most proud of with your department?

Shelly: I am proud of their ability to help our schools and internal clients in this ever-changing environment.

What has been your biggest work-related challenge during the past 12 months?

Shelly: (Laughing) I guess not knowing what tomorrow is going to bring and what changes might occur.  It’s always a challenge with the type of industry changes that we’ve had so much of [during] the past year or so and [then] knowing what we’re going to do and how we’re going to support our schools and internal associates best.

If a school were to ask what it is you do for Nelnet that impacts them, what would you say?

Shelly: Well, I am the main trainer for the team and also help draft all the School Service Center (SSC)-generated school communication.  I think the biggest thing is that we help train and support the teams that assist our schools on a daily basis.  For instance, if schools need help with Nsight, we coach the team on what is needed to assist them.  And, if needed, I would make the escalation call to the school.  Or, if the team has questions on what the school is asking, I might work with the school directly on that particular item.

What are the goals of your department?

Shelly: For both internal and external goals, we focus on quality as well as percentage of cases that we need to transfer to other areas for their assistance to complete.  We believe in a “once and done” philosophy, if at all possible.

If you could be anywhere in the universe for New Year’s Eve, where would you be?

Las Vegas to people watch all the weirdos.

What is your favorite movie snack?

Shelly: Skittles.

Name one thing that many people do not know about you.

Shelly: I am an introvert. [I] would much rather be home with a good book than out with people most of the time.

Interviewed by Dawn Knight, Western Regional Director, Nelnet Partner Solutions

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