Innovative manager with extensive experience in higher education, student services, staff development, process/productivity improvements, performance management, facilitation, curriculum design and strategic planning. FUNCTIONAL STRENGTHS 14+ years' experience in higher education, focused on the development of effective relationships, employee development and student engagement, manage 10 employees directly and in a multi-state remote environment Strong written, verbal and interpersonal communication skills, engaging public speaker and with strong presentation skills, proven track record of translating organization mission and values into performance driven results Thorough research, analytical and critical thinking skills, able to correctly identify real and potential problems, high collaboration skills with effective strategic resolutions Visionary who thinks strategically to make positive improvements across multiple functional areas Develops strategies and processes on effective methods of serving the educational needs of non-traditional and at-risk student populations, including new and transfer students; developed a proactive contact model that led to increased engagement and re-entry Sustain strong alliances and collaborate with cross departmental leaders and executives, in effort to better serve our students, leverage relationships to facilitate progressive change and improve student experience, spearheaded the ability for students to change programs via the web moving our university from a paper driven to electronic process Customer-centric leader with the empathy to identify students' needs and develop strategies for proactive support retention Maintain a student-centric philosophy with employees and drive activities and expectations that support this culture Coach to the student experience; including credit advisement, motivation, graduation plans/goals, career development and ongoing resource review Work diligently with escalated issues by partnering to resolve concern(s), eliminated over 90% of escalations through ongoing coaching of employees Effective coach leading to stronger performance and high employee engagement Practitioner of various coaching models to identify and address skill gaps (matrix/competency/behavioral) that drive overall job quality and performance, demonstrated call quality improvements from 60 to 90% for 20 employees in less than 6 months of coaching and development Engaged leader of excellence to successfully execute programs and services and strong interpreter of feedback to initiate ongoing improvements
Microsoft Office, MicrosoftLIVE, Adobe Connect, WebEx, Oracle, SkillSoft, Go To Assist, Salesforce.com (SFDC), Zendesk
Academic Counseling Manager, 01/2010 to CurrentUniversity of Phoenix － Bay Area, CA
Exceed the national average for overall quality and satisfaction rating of 9.5+ through Net Promoter Scores (NPS).
Successful management of employee development resulting in improved student experience for over 3,000 students and increased student retention an average of 10-15% and increase student reentries.
Responsible for compliance with Federal, State and Local regulations and serve as liaison and source of information regarding policies and procedures with University administration.
Meet all compliance goals.
Territory Training Manager, 01/2005 to 01/2010University of Phoenix － Bay Area, CA
Designed and executed learning and development programs and facilitated technical, soft skill and product knowledge training to 450+ employees (including online; resulting in consistently exceeding training quality and effectiveness and increased employee development at all levels.
Implemented assessment process for ongoing program improvements.
Guided preparation and execution of learning and development programs which included: vendor relationships, scheduling, and facility management, registration, preparing material, evaluations forms, and maintaining tracking records.
Marketing / Call Center Manager, 01/2000 to 01/2005University of Phoenix － Bay Area, CA
Conducted marketing research and lead analysis; reported on cost per lead, conversion and revenue forecasting.
Led multiple, complex, deadline driven marketing projects, streamlined the departments lead/data entry processes, managed 10+ employees in call center environment and responsible for lead entry and 3,000+ incoming and out-going student calls, with a live answer rate of 93%.
Coordinated special events and conferences meetings, with attendance size of 10 to 200+.
Master's of Arts:Education (MaED)University of PhoenixEducation (MaED)