1. Sylvia N. Hamlin
1905 Harlem Ave. | Berwyn, IL 60402 | 773-386-0625 | SylviaHamlin.07@gmail.com
CAREER SUMMARY
Sylvia Hamlin, can best be described as, a seasoned office professional seeking to secure a career
position. A role that combines her leadership, interpersonal and organizational skills with her ability
to learn, implement and adapt in a fast-paced environment. In addition, to her more than 20 years of
customer service, human resources, collections and sales experience, she also has more than 4 years
of new hire training, peer to peer coaching and call auditing experience. Sylvia is also currently
pursuing a Bachelor’s of Science in Business Management, with an emphasis in Human Resource
Management.
EXPERIENCE
12/2014 to Present AIM Specialty Health Westchester, IL
Referral Specialist
 Initiate and manages clinical referral for pre-authorization.
 Responsible for handling inbound calls 60-90 per day, from physician
offices, facilities and health plans.
 Responsible for delivering Quality Compliance and Call Center Metrics
on a daily basis.
 Mentor new associates on AIM processes and procedures.
 Coach Associates on their performance and quality.
 Perform audits and case reviews on all of the mentee’s calls.
 Additional responsibilities, included working on the Web Portal task.
03/2014-08/2014
Van Ru Credit Corporation Desplaines, IL
Loan Processor
 Performed contractual audits, to ensure student documents were in
compliance with, The Department of Education guidelines.
 Responsible for processing/calculating 80-160 applications per day, to
qualify borrowers for Income based programs.
06/2013-11/2013
Com ED/ Exelon Oak Brook,IL
Customer Service Representative
 Responsible for answering call volumes of inbound calls 80-160 per day
from residential customers.
 Responsible for maintaining Quality and compliance Call Center
Metrics.

2. 01/2011-05/2013 E.R.S, Inc. Oak Brook, IL
Human Resource Coordinator
 Completed new hire Onboarding /Orientation.
 Assisted with open enrollment for, Medical, Dental, Vision and Life
Insurance benefits.
DOE Rehab Caller
 Responsible for making 90-120 inbound/outbound calls per day.
 Discussed payment plans, based on the Income based repayment
options.
02/2006-07/2009 Kaplan Online University Chicago, IL
Senior Admissions Advisor
 Recruited 9-10 prospective students per month, to attend college
online.
 Worked as a liaison between the students, financial aid and the
Academic Department.
 Guided students through the enrollment process and entrance exams.
 Responsible for maintain Quality/Compliance Metrics in a Call Center.
EDUCATION
2010-2012 Kaplan University Davenport, IA
 In the process of pursuing Bachelors in Business Management
ACCOMPLISHMENTS
 While at Kaplan University, received promotion to team Lead.
 While working for Household Finance, received promotion from
collector to Collector 3 and was a team lead for the 3 levels of
collections.
References available upon request.