Teshanne Phillip
**** ** **** **** # ***, Coconut Creek, Florida 33063 Home: 786-***-**** - Cell: 786-***-****: obiulr@r.postjobfree.com
Summary
As a highly regarded, articulate, versatile and skilled professional, I possess extensive leadership qualities and excellent hands-on experience in developing organizational structures and improving operational processes. My high aptitude for efficiency, accuracy and customer satisfaction are the product of my ability to effectively manage in environments that require strong technical, organizational and interpersonal skills.
Core Qualifications
• Training, tutoring and counseling • Initiative to work independently
• Experience working with special needs students • Strategic thinker
• Creative learning strategies • Engineering/project management experience
• Effective time management • Business development experience
• Clear public speaking skills • Service-oriented
• Goal Setting and Implementation
• Problem Solving and Mediation • Staff training
• Critical Thinking
• Program development and implementation • Legal/non-legal research
• Change management
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Achievements
Project Management Emphasis - 2011
Human Resources Management Emphasis - 2012
Professional Experience
Financial Aid Ombudsman Manager
November 2010 to Current
Kaplan University Online – 6301 Kaplan University Ave, Fort Lauderdale, Florida, 33319
• Effectively grew the business by initiating programs that enhanced the student experience and retention.
• Productively refined and implemented new initiatives, which has proven to be beneficial and profitable for the organization.
• Served on a variety of project teams and initiated student escalation processes, streamlined departmental reporting and implemented strategy for determining root cause analysis.
• Created required weekly, monthly and quarterly reports listing departmental production, common trends, root cause analysis figures and client track records.
• Served as an editor and resolution writer to ensure that all communication sent on behalf of the University was a positive reflection of the organization.
• Ensured that the organization was adhering to federal regulations by continuously developing internal policies and procedures and provided constant training and coaching.
• Started a financial aid ombudsman team and effectively developed the team of 6 to address financial aid concerns within SLA, determine root cause, reduced student escalation and decreased the amount of write offs that affected the company's bottom line within 3 months.
Student Relations / Compliance Manager
June 2007 to November 2010
Kaplan University Online – 6301 Kaplan University Ave, Fort Lauderdale, Florida, 33319
• Supported a team of six attorneys with generating and filing of pleadings, motions and various court documents.
• Assisted in complex intellectual student litigation through discovery, research and mediation.
• Served as the Co-Chair and key contributing member to the Executive Leadership team by being a member of the organization's Review Committee and Student Mentor Programs.
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• Continuous extensive research contributed to the development of new student initiatives and programs that would enhance the student/ customer experience.
• Led a team that was responsible for the organization earning A+ rating with the Better Business Bureau for customer satisfaction.
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• Ensured that staff is in compliance with the established guidelines of the Office of Student Relations.
• Reduced monthly write off of student accounts by determining root case and reducing errors of student’s financial aid accounts.
• Was responsible for protecting the reputation of the organization through constant training, policy writing and ensuring that every employee adhered to all Department of Education guidelines.
• Proficient in transcript review and SAP.
Financial Aid Officer
September 2006 -June 2007
Kaplan University Online – 6301 Kaplan University Ave, Fort Lauderdale, Florida, 33319
Restaurant Manager
October 2004 – August 2006
Chili’s Bar & Grill – 300 North University Drive, Pembroke Pines, Florida, 33024
Reason for Leaving – Better Quality of Life
Front Office Supervisor
November 2003 – September 2004
Marriott International – 1201 NW Lejeune Road, Building A, Miami Florida, 33126
Reason for Leaving – Had a baby
Education and Training
Kaplan University Online - 2011
Master’s in Business Management
Johnson & Wales University 2003
Hospitality Management
Bachelor’s Degree