By focusing on the problem and making the most of technology, the team was able to look at incoming calls, how long customers were waiting, where calls were coming from, and who was handling them. Because we ve been so successful, we ve also increased the number of customers we help. Our call volume is nearly six times what it was. Customers now understand that someone at TG is ready to help them solve their problems. Joyce Henderson has recently joined the CSG team as Forms Coordinator.
Forms are often one of the most challenging changes facing the student loan community.
Whether you re looking for copies of forms, have questions about other items that you can order from TG, or want to know when revised forms will be available, Joyce is there to help answer your questions. The team members also support the school and lender communities by overseeing TG partnership activities and committees. Several CSG team members have served as LSA coordinators in recent years. She brought to TG valuable experience gained while working as a financial aid counselor at the University of Texas at Austin. Each year, the team s external training coordinator, Aubrey Stelley works with TG customers to locate sites and set up a schedule for regional training events.