United States
★ Accomplished Higher Education Professional. Extensive experience working with traditional, non- traditional, and international students. Unique ability of immediately establishing student rapport and trust. Proven self-starter with flexibility and adaptability, consistently exceeding student expectations, and successfully driving the university’s enrollment goals. Core competencies include: ► Customer Service ► Diverse Student Background Experience ► HIED Software ► Admissions & Enrollment Process Knowledge ► Outstanding Cross Department Relationship Skills
-Manage and coach assigned students from the point of first class start to program completion through proactive service and outreach. -Possess thorough understanding of UMGC product knowledge, policies, procedures, systems to effectively and accurately guide students. -Be highly visible and dynamic through a high volume of interactions with our adult students by phone, video conferencing, text, and email on a regular and consistent basis. -Accurately document, maintain, and track all student interactions, information, and progression through the Customer Relations Management system. -Act as a liaison for students by assisting with all administrative processes to include registration, degree planning, payment options, and act as a liaison between students and other University departments. -Be knowledgeable of UMGC services to include hybrid classes and testing services at military and civilian sites where relevant. -Monitor and outreach to students based on attendance, intervene early with at-risk students and assist students through the satisfactory academic progress process throughout their UMGC program. -Maintain a mastery of advising content
► Consistently exceeded admissions and enrollment goals with close to a 40% app conversion rate Boosted graduate level student enrollment numbers at a high level. Ranked in the top 3 out of a team of 15 ► Produced new leads well above the team average, where I had around 1,400 new opportunities for the fiscal year, putting me in the top percentile of new opportunities ► Ensured a high level of service while providing an efficient, streamlined process from the application-enrollment process ► Utilized software such as Salesforce, Tableau, Apply Yourself ► Achieved and/or exceeded 20% enrollment goals
► Produced reports and completed special projects such as agent stats, Financial Aid transfer report, weekly team schedule, and call volume reports on a regular basis using Interaction Client Business Manager ► Supervised 10-15 staff members within the Enrollment Contact Center ► Ensured that service levels met and exceeded company standards ► Monitored and scored recorded calls for the Enrollment Management Contact Center Staff and provided related feedback ► Resolved technological equipment issues including phones, computers, and software
► Performed high quality customer service in the areas of Student Financial, Services, Student Accounts, College of Professional Studies, and Undergraduate Admissions ► Provided support to students prior to and upon enrollment to assist in retention efforts which helped increase student success rates during the academic experience via phone and online web chat
► Executed various duties within the Office of Admissions including test proctoring via Accuplacer Test
► My duties included helping a diverse student-athlete population stay on track with their coursework, fill out daily and weekly grade reports in GradesFirst database system, ensured that the students were being productive during their required hour long sessions, and problem solved any potential issues that arose regarding the students and their academic successes.
► Assisted Coordinator with budgeting of the department’s events, helped to plan and execute various events with precision, used my leadership skills to ensure proper day-to-day operations during events, and supervised event and security staff.