Academic Advising Quality Control & Training Specialist, 03/2011 to Present Central State University – Wilberforce, OH,
Develop and train new and current employees on university policies and procedures, both in the physical classroom and remotely using Adobe Connect.
Monitor standards of student advocacy, customer service, grammar, spelling and content within emails and Online chats.
Be a department wide point of contact for questions regarding university policies and procedures.
Maintain daily quality control of emails, online chats, phone calls, New Program Enrollments and Program Changes within the Advising Department.
Find and communicate any gaps in training or issues caught during quality control to the appropriate team member.
Keep weekly and monthly database of quality control assessments.
Gather and report quality control results to appropriate Advising Team Manager.
Develop and maintain quality control metrics, spreadsheets and reporting process relevant and efficient.
Create, update and maintain departmental resources and job aides.
Be a mentor for Advisors in the area of Quality Control and Training.
Keep up to date on all changes to policies and procedures within the university.
Assist other departments, such as Transfer Credit or Graduations as needed.
Other jobs as assigned.
Graduation Quality Assurance Auditor, 04/2009 to 03/2011 Fullstack Academy – New York, NY,
Assist with continued training within the department to include creating support materials for training programs.
Maintain daily quality assurance of graduation auditors under a specified team to include audits and New Program Enrollments.
Gather, report and analyze scores and workloads of graduation auditors using Microsoft Excel and Access.
Determine issues that need escalation to Team Managers for further evaluation or approval.
Work with Team Managers and other QA Auditor to train new hires.
Attend and participate in SSC department training opportunities.
Work with students with Program Deadline issues to determine the best option for their success.
Assist with the execution and management of quarterly conferrals, to include printing and assembling of materials, verifying accurate student information and student transcripts, coordinating vendors, and tracking packages to students.
Create Pending Graduation Letters as requested by students.
Provide testing support for PAD/OnBase upgrades impacting Graduations.
Graduation Auditor, 10/2007 to 04/2009 Cache Creek Casino Resort – Brooks, CA,
Assist in training and shadowing of new graduation auditors.
Complete graduation and program completion audits for designated program within appropriate SLA (student level agreement).
Maintain an average of 96% or higher quality assurance score on audits and New Program enrollments.
Notify students of audit clearances and remaining requirements.
Assist with quarterly conferrals to include verifying student transcripts, changing student's graduation status and tracking packages.
Process TCE Updates for graduation applications.
Verify eligibility and enroll students in new academic programs.
Review program deadline expirations and recommend appropriate action to students.
Assist in diploma and certificate packaging and shipping.
Respond to phone and email inquiries within 24 hours.
Team lead planning for the annual commencement ceremony.
Academic Advisor, 04/2007 to 10/2007 Micro Center – Saint Davids, PA,
Respond to phone and email inquiries within 24 hours from students regarding topics such as transfer credit, academic programs, APUS policies and other concerns while maintaining an excellent level of customer service.
Provide accurate tracking of online and physical student records.
Review student requests to change majors, evaluate transfer credit impact, and correct Academic Plan.
Aid students with navigation of online campus and online classroom.
Provide support with training of new employees.
Contact Program Manager's to establish appropriate course substitutions for students.
Student Advisor, 03/2006 to 04/2007 George Mason University – City, STATE,
Advise over 600 students currently majoring in the Administration of Justice program.
Generate graduation audits to for Spring, Summer and Fall conferral dates.
Generate degree audits to track student progress within degree.
Monitor student progress to ensure degree compliance.
Perform internet research in order to create brochures, flyers and semester Newsletter for department with Microsoft Publisher.
Create and maintain mailing list of Alumni with Microsoft Access Create and maintain databases of various sensitive information and data with Microsoft Excel.
Answer current and future students' questions and requests via phone, email and fax.
Provide office support to faculty, students and co-workers.
Teacher's assistant for ADJ100 course to include proctoring exams, grading papers and submitting grades into an online database.
Waitress, 01/2002 to 11/2005 Pino's Italian Restaurant – City, STATE,
Handle multiple tasks in a fast pace environment while maintaining excellent service to customers.
Handle multiple roles as waitress, bartender or hostess.
Train new hires in policies, procedures, and customer relations.
Perform opening and closing procedures including cashing out and reconciling receipts.
Retail Customer Service Representative, 03/1998 to 04/2007 Weber's Pet Supermarket – City, STATE,
Provide advice on animal care, nutrition and health to customers.
Order and stock merchandise.
Perform opening and closing procedures including cashing out, reconciling receipts and locking.
and securing store.
Education
Graduate Certificate in K-12 Online Learning Endorsement, Conferred: , Expected in April 2014 American Public University - Charles Town, West Virginia GPA:
Master: Business Administration Entrepreneurship, Expected in May 2010 - , GPA: Business Administration with honors Entrepreneurship
Bachelor of Arts: Anthropology Psychology, Expected in August 2005 American Public University - Charles Town, West Virginia GPA: Anthropology Psychology
: , Expected in George Mason University - Fairfax, Virginia GPA:
Summary
To obtain a position that combines my love for animals with my customer service experience and skills in editing and communication. Over ten years of experience working with Undergraduate and Graduate Students Over ten years of experience working from a remote office environment with minimal supervision Over eight years of experience within the online Sakai course management system Over nine years of experience in quality control/quality assurance application Over twenty years of customer service experience Over nine years of retail sales experience Over two years of experience training both in person and remotely through Adobe Connect and Skype Typing Speed 50+ WPM Excellent organizational and communication skills
Interests
Dog Foster for Lost Dog and Cat Rescue (2008-2009) Volunteer at Fairfax County Animal Shelter (1998-99) INTERESTS/HOBBIES Horseback riding Photography and painting Travel
Highlights
Onbase, Harmony, Egain, Sakai, PAD and Ultipro
Proficient in Skype for Business, Adobe Connect, Microsoft Word, Outlook, Excel and PowerPoint
Skills
Adobe, mailing, Microsoft Publisher, Newsletter, packaging, spreadsheets, training programs
Additional Information
Top Secret SSBI Clearance, Awarded 12/2006 VOLUNTEER EXPERIENCE Dog Foster for Lost Dog and Cat Rescue (2008-2009) Volunteer at Fairfax County Animal Shelter (1998-99) INTERESTS/HOBBIES Horseback riding Photography and painting Travel
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School Attended
American Public University
American Public University
George Mason University
Job Titles Held:
Academic Advising Quality Control & Training Specialist
Graduation Quality Assurance Auditor
Graduation Auditor
Academic Advisor
Student Advisor
Waitress
Retail Customer Service Representative
Degrees
Graduate Certificate in K-12 Online Learning Endorsement, Conferred
