Customer Service Manager

DAVID R. SMYTH

*** ******** ***** 724-***-****

Cranberry, PA 16066 *******@************.***

CAREER SUMMARY

. Comprehensive senior-level experience in higher education, college

admissions, registration, strategic planning, organizational development,

continuous improvement and performance metrics.

. Well-versed in all key functional departments and interaction with

governmental officials.

. Proficient in all aspects of the design, development and implementation

of successful staff training and mentoring programs.

. Solid expertise in various quality initiatives and delivery of

significant cost controls and high-growth revenue results. Effective

recruitment, supervision and mentoring of top-notch talent at the manager

and staff-level to achieve and maintain peak performance and quality

standards.

Professional Experience

Sanford - Brown Institute/Western School of Business & Health Careers,

Pittsburgh, PA 2007 - 2009

Registrar/VA Benefits Coordinator

Manage the registrar department for a health related career school. Lead

the department in a 100% increase of student body during an 18 month

period. Responsible for training of staff and coordinating registrar

functions with other departments within the school. Manage reentry and

transfer credit processes.

Responsible for schedules, attendance, and grades for over 700

students.

Point of contact for OVR, EARN,CWDS and TRA assistance programs

Created a records storage system to manage on and off site records to

comply with corporate policies.

Instituted VA Once program into the school for easier veteran tracking

and credit certification.

Work closely with Program Directors and the Director of Education in

producing customized reports using Microsoft Office products.

Coordinated progress and retention reports and direction.

Assisted with student personal issues as needed.

Coordinated academic requirements with other departments including

financial and career services.

Selected for the Cambridge Who's Who for 2009-2010.

Education Management Online Higher Education, Pittsburgh, PA 2004 - 2006

Registrar/Migration Coordinator, The Art Institute (Online)

Fully responsible for managing a staff of 10 registration assistants in

support of all registrar functions for this high-growth business unit.

Managed the expansion and development of the department during a 150%

student increase.

Developed a tier-system for employee development in response to a 100%

staff increase.

< Provided technical support and procedural review for a new Student

Support Center.

< Helped write over 50 new standard operating procedures used in

tracking and documenting all facets of the registrar operation.

< Veterans Administration trained and approved Certifying Official.

< Certified courses for over 400 active duty, veterans and dependants

through the Veterans Administration VA Once Program.

< Reviewed and audited over 500 current and past VA case files for

completeness and accuracy.

< Trained over 100 new admissions representatives on VA Benefits.

< Provided technical information to student information system

developers for migration to CampusVue software.

ITT Technical Institute, Pittsburgh, PA 1999 - 2004

Registrar / Education Supervisor / Program Chair

Loaded course offerings and entered student schedules into an Oracle

database and provided student transcripts, while maintaining all student

records for a Pittsburgh area technical college offering 2-year programs in

sciences and computer technology.

< Led program to work with "at risk" students to accomplish educational

goals.

David R. Smyth

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< Reviewed prospective student transcripts for transfer of credit

< Counseled students for academic and attendance issues.

< Provided guidance to students with personal issues and academic

deficiencies.

< Managed instructor core and assisted in classroom and academic issues.

< Developed instructor and testing schedules.

< Interviewed and evaluated potential instructors.

< Reviewed and evaluated faculty for program requirements.

< Evaluated lesson plans for instructional content and planned

objectives.

< Reviewed course materials for improvement and evaluation.

< Selected as Oxford University Roundtable Nominee - 2004.

SARCOM, Pittsburgh, PA 1997 - 1999

Documentation/Training Specialist

Evaluated corporate needs and developed customized software documentation

for this western Pennsylvania-based company.

< Developed and designed customized new training methods.

< Reviewed after-training evaluations for content improvement.

< Evaluated on-site post training needs.

< Created Web page content for Internet and Intranet use.

< Received "Outstanding Performer" Award.

United States Air Force

Superintendent Customer Service, F. E. Warren AFB, WY 1995 - 1997

Managed staff development, career planning, and retention of military

personnel for a customer service department that served over 1,700 walk-in

customers a month.

< Managed the Newcomers Orientation program to assist new

personnel adapt to base operations.

< Created and organized an Information Fair to orient newcomers

to transition into the local community.

< Directed services for advising of benefits, career

progression, education and advancement.

< Directed the training of all personnel during two full staff

rotations.

< Awarded Professional Team Award, Air Force Space Command

Inspector General.

Air Force Recruiter, State College, PA 1993 - 1995

Recruited potential applicants for the United States Air Force.

< Advised applicants and families on application procedures,

benefits, veteran programs, education, and career

opportunities.

< Worked with public education officials to promote public

awareness of educational opportunities.

< Listed in the Air Force Recruiter Magazine as a Top 15

Producer, February 1994.

Faculty/Extension Course Developer, Chanute AFB, IL 1981 - 1993

Trained new Air Force personnel in the Missile Maintenance Specialist

Program. Developed and managed course and testing materials. Counseled

students on career progression, transfer credits, and program requirements.

< Implemented and evaluated instructional materials for accreditation.

< Evaluated faculty for completeness of training and instructional

content.

< Developed extension course materials for remote students based on

system needs.

< Qualified to teach 85% of a mechanical/electrical training program.

< Instructional Materials Writer/Manager of the Year, 1989, 1992.

< Instructor Certificate of Recognition from Community College of the

Air Force for sustained

professional performance as a faculty member, 1985, 1986.

Education

MSEd, Eastern Illinois University, 1991, Charleston, IL

BA, Eastern Illinois University, 1986, Charleston, IL

AAS, Community College of the Air Force, 1984, Maxwell AFB, AL

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