Manager Customer Service

Tracy J. Flanagan

***** ******* ****** ( Whittier, CA 90604 562-***-**** (

******.********@*****.***

Manager

Dedicated and technically skilled business professional with a versatile

administrative and management support skill set developed through

experience as an Operations, Sr. Student Services and Faculty Relations

Manager and Assistant Director of Enrollment

Excel in resolving employer challenges with innovative solutions, systems

and process improvements proven to increase efficiency, customer

satisfaction and increase morale, motivation and job satisfaction with

employees.

Offer advanced computer skills in MS Office Suite and other

applications/systems.

Key Skills

Office Management Report & Document Motivation

Teambuilding & Preparation Generational Management

Supervision Spreadsheet & Database

Staff Development & Creation

Training Meeting & Event Planning

Policies & Procedures Records Management

Manuals

Experience

Southern California University of Health Sciences

2011 - 2012

Assistant Director of Enrollment

Directed staff of 7 in Academics, Enrollment and

Admissions.

Successfully met goals for three terms

Successfully realigned admissions process for faster

admission and registration

Developed new policies and procedures

Implemented reorganization and redistribution of staff

positions

Developed Corporate Liaison position assisting in

building relationships with other Universities and

Colleges

University of Phoenix

1995 - 2010

Faculty Relations Manager, 2009 to present

Sr. Academic Manager, 2003 to 2009

Marketing Administrator, 2000 to 2003

Marketing Coordinator, 1997 - 2000

Sr. Finance Counselor, 1995 - 1997

Repeatedly promoted during 15-year tenure with University of Phoenix,

culminating in current responsibility for ensuring faculty retention,

communication and appreciation for 1600+ faculty; ensured a consistently

positive customer service experience and quickly became the "go-to" person

for policies, procedures and benefit information.

Faculty Relations Manager Results:

Developed efficiency-enhancing workflow/process improvements that made it

possible to accommodate increasing responsibilities necessitated by staff

reductions.

Developed Faculty Newsletter publication ensuring consistent and accurate

policy/procedure information; highlighting outstanding faculty and staff;

current events; articles; and messages from Senior Management

Developed and implemented faculty mixers ensuring communication and

networking between faculty, staff, students and the community.

Prepared, reviewed, and corrected 1,600 faculty files resulting in a less

than 2% error ensuring favorable audit results.

Reduced inactive faculty members by 25% and increased new faculty by 15% in

Nursing, Counseling and Accounting

Sr. Academic Manager Results:

Increased overall student retention 3.8% in 2008; 4.7% in 2009 with a

student base of 2,100+

Increased new student retention 2.2% in 2008, 6.6% in 2009 with a student

base of 2,100+

Consistently ranked within top 3 Student Services Managers (12 managers)

Consistently ranked within top 2 Student Services Managers for file

processing time and records management.

Assisted in driving a 10% increase in campus overall retention becoming

first Sr. Manager to meet goal of 70% in Southern California.

Repeatedly sought after to manage multiple learning centers resulting in

increased performance, morale and job satisfaction.

Increased student population from 550+ to over 1,000 students in 12 month

period resulting in creation of new learning centers in Murrieta and

Victorville.

Marketing Coordinator/Administrator Results:

Developed direct mail marketing initiatives/strategies resulting in

increased student population for criminal justice and teacher education

programs

Created and maintained outside source direct mail reports, results and cost

analysis resulting in decreased outside source vendors saving company over

$250,000 per year.

Decreased spending costs by implementing in-house direct mail management

Increased un-paid lead sources by working with agencies to supply leads for

organization resulting in an increase of 5% conversion for unpaid leads

Sought out by Senior Management to train new and existing Marketing

Coordinators resulting in increased productivity, job knowledge and

consistency of performance throughout Southern California.

Developed Marketing Coordinator training and facilitated on-going training

resulting in increased performance and job satisfaction.

Senior Finance Counselor Results:

Consistently #1 Finance Counselor in Southern California

Assisted largest pool of students in Southern California resulting in 96%

student success rate in terms of financial compliance to begin school

Serviced top 3 Enrollment Counselors in Southern California "closing"

students by assisting new students in completion of financial aid resulting

in keeping Counselors in the top 10 performers in the nation.

Education

University of Phoenix 2003

BS Human Services

University of Phoenix 2006

Masters - Business Administration

State of California 2004 - Present

Notary Public

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