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Faces of Nelnet: Maryam Powell, School Service Center Advisor

September 13, 2012

Jodi Miller: What does “superior customer service” mean to you?

Maryam Powell: Superior customer service is to go above and beyond the expectations of our customers. If they ask for an inch, we should give them a yard. Our customers are what make us. We wouldn’t be here without them.

Jodi: Please describe a typical day for you.

Maryam: After spending a nice quiet morning getting two kids ready for the day, I come to work. I usually check my inbox for any new emails, check my voicemail, and then I start working on case follow-ups while taking calls in between. I spend most of my day resolving any inquiries and research that needs to be done. Since I’m last to leave at night, I’m here until the end of the day to help any of our customers.

Jodi: What has been your biggest work-related challenge during the past six months?

Maryam: I’ve been with Nelnet for two years, but I just started working in the School Service Center a little over six months ago. I took seven weeks of maternity leave when I had my son. So the biggest challenge for me has been to learn all the in and outs of the School Service Center and making sure I’m doing my job properly.

Jodi: Describe one of your most memorable interactions with a customer.

Maryam: I was on the phone with a borrower who had not been responding to Nelnet because she was not financially able to make her loan payments and did not think we would work with her. She was in tears because she had absolutely no clue that there were alternative payment options for her. After explaining all of our multiple payment options, she was so excited and thankful that we were able to relieve one of her many stresses.

Jodi: Tell me about your favorite vacation experience.

Maryam: When I was little, my father took my sisters and me on the longest road trip possible. J We went to Atlanta and stayed at this gorgeous hotel for about two days; then we left there and went to Pennsylvania for a couple days; we then ended up in New York, which is where my father is from, and stayed for about a week shopping and visiting family; then we drove all the way back to Colorado. It was a lot of fun!

Jodi: What are you most looking forward to doing this summer?

Maryam: Going to Water World, Elitches, and all the fun places I can’t go to during the cold winter.

Jodi:  If you could describe yourself with one word, what would it be?

Maryam: Strong

Jodi Miller, Web & Social Media Manager, Nelnet Partner Solutions

One Comment leave one →
  1. Caroline Hernandez permalink
    September 13, 2012 4:40 pm

    Thank you Maryam for all your help. Your assistance and professional are very much appreciated.

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