High School Customer Service

Racheal L. Williams

*** ****** ******

McDonough, GA 30253 *********@***.*** Phone: 678-***-****

Summary of qualifications

. Talented and results-oriented individual with over three (3) years

managerial and training experience

. Exceeded enrollment budget by 120% as Senior Admissions Representative at

Everest Institute

. Advanced proficiency in Microsoft Office, including PowerPoint and

Access, QuickBooks, and Campus Software including CampusVue

. Received overall eScore of 90% in product knowledge, compliance, customer

service which is 30% above company's expectations and the highest in my

department.

. An active member of the Compliance Team

Professional Experience

Brown Mackie College

Assistant Director of Admissions March 2013- June 2013

. Lead Generation

. Convert Leads into enrollments

. Builds relationship with new and existing students

. Placed over 150 cold calls daily

. Recruit, interview, and enroll perspective students from diverse

backgrounds.

. Retained 90+% of students enrolled compared to campus budget of 80%.

. Exceeded potential lead referral budget rate by 125%.

. Process legal documentation such as enrollment agreements, background

checks, proof of graduation, etc., in compliance with regulations set

forth by corporation and government policies.

. Communicate with faculty to ensure "at-risk" students are successful and

intervene when necessary to ensure students success while in school.

. Excellent written and verbal communication skills as well as presenting.

Everest Institute - Jonesboro, GA

Presenter

April 2012 - March 2013

. Deliver enthusiastic, educational, and CCI-approved presentations to

individuals and groups in a high school setting within an assigned

market

. Foster, develop, and nurture new and existing contacts within the

assigned market through research, in-person visits, appointments,

phone calls, and emails, setting appointments as necessary to develop

a full schedule

. Adhere to designated scripts, iTouch presentations, and the

utilization of iTouch technology in the classroom, while complying

with all iTouch policies and procedures

. Develop professional rapport with high school students, faculty, and

staff, and institute a high school visitation plan that will offer

consistent customer service

. Set appointments for prospective students to meet with a High School

Admissions representative

. Visit Campuses daily and meet with the High School Director of

admissions

. Attend college/career fairs and other high school sponsored events by

management

. Coordinate events for teachers and counselors as prescribed by the

High School Director of Admissions/High School Regional Director of

Admissions

. Organize institution open house events for high school students and

participate in other campus functions that benefit the student body

. Partner with High School Admissions Representative to support and

encourage students who have applied/and or enrolled about their

decision to further their education through a series of follow-up

activities

Everest Institute

Senior Admissions Representative December 2011 - April 2012

Admissions Representative August 2010-December 2011

. Lead Generation

. Builds relationship with new and existing students

. Placed over 150 cold calls daily

. Recruit, interview, and enroll perspective students from diverse

backgrounds.

. Retained 90+% of students enrolled compared to campus budget of 80%.

. Exceeded potential lead referral budget rate by 125%.

. Process legal documentation such as enrollment agreements, background

checks, proof of graduation, etc., in compliance with regulations set

forth by corporation and government policies.

. Communicate with faculty to ensure "at-risk" students are successful and

intervene when necessary to ensure students success while in school.

Humana Call Center -Louisville, KY

Production Team Lead

April 2008-June 2010

. Monitor and update associate and metrics productivity

. Apply technical expertise in solving complex issues for members and

colleagues

. Recommend ways to improve calls, productivity, and professional

development of my team

. Conducts call calibrations with high profile groups to improve quality

of service

. Receive, document and resolve customer inquiries by using established

best practices

. Build relationships with Humana's customers

. Educate customers, providers and employers about Humana's products and

services

. Coach and Conduct team Huddles

. Conduct trainings for new hires and up trainings for associates as

needed

. Involved in workflow distribution and floor management to improve

service levels

Apollo Group, Inc. - Cordova, TN

Enrollment Counselor(Inside Sales)

January 2007 - March 2008

. Advised undergraduate and graduate students regarding admissions and

degree and completion requirements

. Enrolled students for The University's graduate, undergraduate and

certificate programs

. Developed academic plans for degree or certificate completion

. Made cold calls to potential students that's expressed an interest in

the Universities programs

. Recruited and Networked for individuals who are interested in

continuing their education

. Facilitated New Student Orientation for students that are entering the

undergraduate and graduate programs

. Assisted with conducting New Hire training

Education

Bachelors Degree from University of Phoenix (2014)

Reference: Available Upon Request

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