Manager Project

PROFESSIONAL EXPERIENCE

Kaplan, Inc. New York, NY 10014

Kaplan Customer Care Center, Lower Manhattan 7/2012 - Present

Senior Manager of Customer Experience

. Develop processes by which to gather and disseminate vital

information regarding changes to Kaplan's online courseware

. Provide direct customer feedback to product development teams

and help to prioritize feature implementation

. Build fruitful working relationships with product development

teams to ensure the voice of the customer is always heard

. Mentor and guide the managers of the Technical Support team

Kaplan Test Prep Home Office, West Village 2/2011 -

7/2012

Project Manager/Scrum Master

Production Support Manager

(Culmination of Experience)

. Lead project teams responsible for the creation and maintenance

of the online courseware for Kaplan's Medical and Nursing

programs

. Worked with stakeholders to capture requirements and prioritize

workloads based on business value

. Organized and facilitate project planning meetings

. Participated in developing and maintaining team standards,

tools, and best practices

. Coached and mentored team members, providing constructive

feedback and positive motivation

. Facilitated discussion and conflict resolution when necessary

Kaplan Customer Care Center, Lower Manhattan 2/2007 - 2/2011

Senior Manager of Level 2 Support

Technical Support Manager

Associate Manager of Service

(Culmination of Experience)

. Provided leadership, training, coaching, and support for

managers and front line agents (5 managers, 20+ agents)

. Responsible for recruitment, selection and on boarding processes

. Identified top performers and honed the skills of these future

leaders by working closely with them to further their

professional development

. Monitored business needs and adjusted internal support

initiatives to meet the needs of the organization

. Functioned as the liaison between end user service teams and

product development teams

. Brainstormed innovations to improve product quality and

presented ideas to executive leadership

. Improved team performance with regard to standard call center

metrics

. Subject Matter Expert - The go-to "knowledge person" for

internal contacts from all facets of the business

Bergen Kaplan Center, Paramus, NJ 6/2004 - 2/2007

Operations Coordinator

Associate Center Manager

Student Services Coordinator

(Culmination of Experience)

. Finalist for Kaplan Test Prep's 2005 Regional Customer Service

Award

. Created training plan for operations personnel

. Designated School Official - Provided regulatory guidance and

counseling to all non-immigrant students regarding compliance

. Used technical acumen to organize operational procedures -

Created attendance tracking system used by all of Kaplan Test

Prep

. Maintained essential student records such as attendance, test

results, and enrollment contracts

EDUCATION

Penn State University

Master of Professional Studies: Human Resources and Employment

Relations

(Expected 2013)

The College of New Jersey

Bachelor of Science Degree: Business Administration

Double Minor - Human Resource Management and Psychology

3.7 cumulative GPA (Magna Cum Laude)

ACCOMPLISHMENTS & EDUCATIONAL HONORS

* Human Resource Management Certificate

* Golden Key International Honour Society

* TCNJ Merit Scholar

* Boy Scouts of America Eagle Scout

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