Customer Service Manager
Resume:
Emma Buttriss
Objective
As a Senior Recruiter and Account Manager at DeVry University in Miramar, a leading and cutting edge
provider of online education, I seek a new challenge where I can implement my extensive sales and
marketing experience in a new environment. I have strong communication skills, am highly driven to
succeed and offer exceptional customer service in a competitive arena. I have a genuine interest in
people and this helps me to build relations and assist prospective and current clients in meeting their
needs and surpassing their expectations.
Education
MBA :Marketing Keller Graduate School of Management, Fort Lauderdale, FL: 2012-current
Graduate Teaching Diploma Cambridge University, Cambridge, UK 2002
Graduate Teaching Certificate English Language Centre, Madrid, Spain
Bachelors of Arts Honors: Humanities; Race & Racism and Art History University of Brighton,
Brighton UK 1998
3 A levels: Communications Studies. Art History, Spanish Yeovil College, UK
8 GCSEs: 8 subjects Yeovil Community School, UK
Work Experience
Senior Recruiter and Account Manager: DeVry University Miramar, FL 2010-current
Respond upon immediate receipt of leads accessed through Salesforce and take inbound and
outbound connected calls to prospective students ; update accurately every connection made in
Salesforce so colleagues may also work on the same leads
Manage time effectively to ensure high volume outbound calls are made, work on current
accounts, update and submit necessary paperwork and documents to check off accountabilities
and liaise with other departments to take ownership and ensure all departments work together
’to stitch in’ new applicants
I have consistently met and exceeded my goals and been the recipient of a number of different
awards such as: The Lighthouse Award, Team Spirit Award and Providing Exceptional and
Seamless customer service, I have the highest NPS scores in my metro
Meet for coaching and feedback every 8 week recruiting cycle and my average conversion rates
are as follows: lead to appointment set 60%(team average 25%); show rate 78% (team average
45%); finalization 80% (team average 55%), start rate 88% (team average 50%)
Conduct interviews over the phone and face to face using adobe connect and the DeVry Interview
which demonstrates and informs prospective students on how DeVry delivers it’s online classes
through a variety of eLearning platforms, this usually takes over an hour and covers each section
compliantly and effectively but must be personalized and must include several trial closes before
finalization; overcome objections and address clients needs in a consultative sales approach
Train new students during the New Student Orientation on how to utilize course shell through
ecollege, and to demonstrate how they can utilize LexusNexus and Citrix systems and other
eLearning features and software available to them
Create and update daily a number of different tracking spreadsheets
Head up a taskforce and have designed and given regional trainings using WebEx, adobe and
power point
984 Jeffery Street,
Boca Raton, FL.33487
Senior Admissions Representative: Everglades University Boca Raton, FL 2006-2010
Worked initially to recruit onsite and online students
************@*****.**.**
Worked to establish the online campus which was successful and grew quickly
Senior Admissions Advisor: Everglades University Boca Raton, FL 2006 -2010
Emma Buttriss Consistently met and exceeded weekly, monthly and yearly recruitment and retention
goals and was the highest performer each year I worked there
Won several awards and my salary doubled in the first year I worked there due to my
recruiting success and working to retain the students by following up, liaising between all
departments and delivering exceptional customer service
Trained and mentored new employees and helped the team’s conversion rate jump from
an average of 5% to 25% which in turn increased the student population
Used Campus Vue for lead management, for scheduling and managing and updating
students’ records and accounts
Account Manager: Aventis-Sanofi Guildford, UK 2003 -2006
Developed and serviced a portfolio of clients and travelled between meetings to
demonstrate and preview how our vaccines, and wide range of treatments for diabetes
and other common conditions worked and how doctors and nurses administered the
treatments as well as communicate how patients use the medication at home
Worked on the road and made a high volume of calls and visits to ensure client satisfaction
and build new partnerships and potential new clients as well as trouble shoot any minor or
major issues/problems and ensure deliveries met client demand
Was in the top 3 producers consistently through the 3 year period I worked there and was
the recipient of various awards for exceeding my goals and receiving the highest score for
customer satisfaction and delivering continuous, exceptional service
Assistant Director and English Instructor: British Study Centre 2000-2003 Brighton, UK
Helped market, open and design a new English Language Center in a busy city in the UK.
I helped design and taught the curriculum for each level.
Developed relationships with schools and agents throughout the world to market the
school and book students to come and stay in the UK and attend the school; travelled
extensively to meet potential students and establish connections with schools and
language learners
Air Stewardess for Sabre Airways and waitress at a 5* resort in Brighton England while I was
attending the University of Brighton working towards my Bachelors degree. After graduating
with my Bachelors of Arts Honors I moved to Madrid where I trained as a teacher and lived
for a year teaching children and adults of different levels English.
Voluntary work
After completing my A levels and before attending University in Brighton I took a year out and
lived and worked as a volunteer in an orphanage for ‘street boys’ who were found abandoned
and living on the streets of Mexico. I lived and worked and learned fluent Spanish there for 6
months and traveled after for a month. In addition I have spent 4 months volunteering in India
and Sri Lanka and have travelled extensively around the world. I also spent several months in
Paris and Belgium learning French and living with family members.
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