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Faces of Nelnet: Suzi Woodring, Customer Interaction Center

October 15, 2010

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

 What are you most proud of within your department? Suzi Woodring:

We have gone through a lot of changes over the last 3-4 years, and my team has adapted so well through those changes with very minimal impact to customer service or departmental results.  They have embraced changes and are very dedicated to being successful with our borrower customers and Nelnet.

Suzi Wooring, Managing Director, Customer Interaction Center

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

Suzi: We have had a lot of new borrowers over the past year (i.e., PUT loan borrowers or borrowers transferred to Nelnet for servicing), and all of them have been different.  We needed to make sure that we properly welcomed those new borrower customers as well as ensured those transfers were seamless.  It was challenging to coordinate all of those things while keeping our associates up-to-date with the information and tools necessary to make that transition successful.

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

Suzi: My group is responsible for all of our borrower customer interactions via Nelnet customer service, default management, e-mail, or web chats.  All of those things tie back to our school customers. We strive to serve their students in the best way possible.

What are the goals of your department?

Suzi: Our overall goal is to provide our borrower customers with the best experience so they are able to manage their loans efficiently and be successful in repaying those loans in the future.

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

Suzi: I would be on a beach, because the beach, overall, is my favorite place to be.

What is your favorite movie snack?

Suzi: Popcorn with tons of butter.

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

Suzi: My maiden name is Criticos, which is from Crete in Greece.

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