12 years of leadership experience in admissions and evaluation
*Proven leadership experience in process improvement, application/workflow development, strategic data analysis, and admissions processes
*Experience in leading and developing large groups of staff members
Director of Admissions & EvaluationOct 2013 to Aug 2017 University of Phoenix － Phoenix, AZ
Manages five distinct Admissions & Evaluation teams in the areas of institutional research, quality control, reporting/data analysis, application development, SharePoint development, and process improvement.
Provides direct support to Admissions departments of Application Intake (online/campus modalities), Admissions Evaluation, and Document Processing.
Participates in University-wide initiatives including application center re-design, faculty credential system development, and student information system uplifts.
Experience leading large groups of staff (50+) including Operational Managers, Project Managers, Business Analysts, and front-line staff within admissions.
Experience designing team and department customer facing landing pages within Microsoft SharePoint as well as operational workflows for admissions.
Leads development and maintenance of custom applications specifically created to support Admissions & Evaluation operational units.
Develops and maintains Admissions & Evaluation assessment program to gauge student satisfaction/understanding of admissions processes.
Develops reporting/data analysis solutions for all areas within Admissions & Evaluation department as well as other areas of the University.
Experience in crafting and delivering effective presentation materials to large audiences of 100+ people within the organization and for external Higher Education organizations (AACRAO, PACRAO).
Received Showcase in Excellence award three times from the Southwest Alliance for Excellence for work in transcript request/receipt processes, prior learning assessment process, and admissions application intake process.
Associate Director of OperationsJan 2009 to Oct 2013 University of Phoenix － Phoenix, AZ
Managed four Operations Managers, one Project Manager, five functional teams and forty-five occupational employees.
Proven experience in strategic planning as shown in the design, development, and implementation of process creation/improvements in electronic transcripts (EDI), Optical Character Recognition (Imaging Automation), the creation of performance review metrics for positions of varying levels and responsibilities, and the creation of Quality Assurance processes across five different teams.
Experience working with external vendors and customers; establishing one-to-one business relationships and leveraging those relationships towards the completion of strategic department goals and objectives.
Central participant in Apollo Excellence (ApEx) process improvement for all functional teams within University Services Document Processing department, with outcome of cycle time reductions, headcount reductions, strategically-aligned workflows and processes that maximize department efficiency and effectiveness.
Experience drafting, editing, approving, and designing communication broadcasts crafted for a broad range of audiences from small functional teams to company-wide groups.
Experience hiring positions across different job functions and levels including; Operations Managers, Project Managers, Document Specialists, Document Coordinators and Technical Leads.
Experience designing and implementing reporting for functional team production, team quality ratings, workflow tracking, and departmental effectiveness.
Operations ManagerMay 2007 to Jul 2009 University of Phoenix － Phoenix, AZ
Managed three functional teams, with nineteen direct reports and was responsible for recruiting and hiring positions across multiple job levels.
Created Quality Assurance, Customer Service, and Process Control specialties within team to effectively track team errors, assist customers with escalated issues, and provide consistent methods for ensuring accuracy of data.
Created Monthly tracking reports for the entire department.
These reports track every business production code that is utilized by the department and is still in use today.
Crafted team and department wide broadcast messages and communication materials and worked with internal IT to help create customer facing web pages, aimed at providing strong customer service support for all internal customers and partners.
Created and implemented the Returned Mail process.
This process led to an immediate cost savings related to the decrease in the amount of Returned Mail received.
Worked with external vendors and other higher education institutions to institute electronic transcript requesting, decreasing the overall time necessary for transcripts to reach the department.
Designed and implemented the Military Data Entry project.
This led to an increase in efficiency and new business for the Data Entry team.
A level three position was created for this function, which opened up promotion opportunities for internal employees.
Education and Training
Master of Business Administration, Marketing2015Western International University － Phoenix, AZMarketing Graduated Summa cum Laude 4.00
BA, Journalism and Mass Communication2004Arizona State University － Tempe, AZJournalism and Mass Communication Graduated Summa cum Laude 3.86
A level, Apollo, application development, Automation, broadcast, Customer Service, data analysis, Data Entry, designing, drafting, editing, EDI, functional, hiring, Imaging, materials, Mail, Microsoft SharePoint, SharePoint, Process Control, processes, process improvement, promotion, quality, quality control, Quality Assurance, recruiting, reporting, research, strategic, strategic planning, web pages, workflow