Manager Customer Service

Briana Houlihan

Email: abo6mo@r.postjobfree.com

Address: **** ******** **.

City: Madison

State: WI

Zip: 53704

Country: USA

Phone: 608-***-****

Skill Level: Director

Salary Range: 100

Willing to Relocate

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

BRIANA HOULIHAN

4102 MANDRAKE RD 608-***-****

MADISON, WI 53704 abo6mo@r.postjobfree.com

Higher Education Executive

Student Centric - Profit Focused - Innovative - Strategic - Collaborative

Quintessential Higher Education Leader with demonstrated success in defining central business strategy, leading teams through change, motivating others toward superior execution, and translating goals into high-impact actions, operations and financial results. Highly adept at communication in all directions. Excels at building professional relationships and networks, and influencing others. Top-notch problem-solving and decision-making talents. Cross-functional leadership experience across all university departments and business functions. History of community involvement and investment. Servant leader with superior coaching and talent development skills who is passionate and purpose-driven.

* Leadership Development

* Accreditation Visit Preparation and Participation

* Retention Improvement

* Quality Control/Compliance (Audit Excellence)

* Government Relations

* Succession Planning

* Strategic Planning

* P&L Management/Forecast Accuracy

* Student Engagement

* Net Promoter Score Improvement

PROFESSIONAL EXPERIENCE

University of Phoenix 2002 to 2012

(Founded in 1976, University of Phoenix offers access to high quality educational options that allow students to gain the knowledge and skills necessary to achieve their professional goals, improve the productivity of their organizations and provide service and leadership in their communities. Offering Associates through Doctoral programs; the University of Phoenix is accredited by The Higher Learning Commission and is a member of the North Central Association)

Madison Campus Director (12/07 to 10/12)

Senior campus leader with strategic planning and P&L management responsibility for the only campus in the Madison market. Responsible for collaborative development and execution of strategic plan that aligns with Regional and National objectives. Expectations include driving local growth and profitability, managing expenses, ensuring compliant campus operations, regular review and assessment of service quality with coaching consultations, leadership development and talent and succession planning, and strategic investment of revenue to improve the student experience and enhance employee and faculty engagement. Additional responsibilities include involvement in Regional or National committees to drive change and innovation or operating in a project management capacity on cross-functional teams to improve processes and enhance the student experience. Position demands decisive leadership, operational excellence, continuous learning and improvement, and integrity and social responsibility. Also work collaboratively with central administration to ensure consistency and standardization of daily campus operations and technology, and classroom usage. Act as the local spokesperson for media or public relations opportunities and work closely with state lobbyist to maintain relationships with local legislators and higher education governing bodies. Develop strong relationships with non-profits to enable the university to add value and make a positive impact in the communities in which it operates. Manage a team of 3 direct reports and 13 indirect reports serving over 1000 students attending locally and online.

* Organizational Leadership. Built focused leadership team, strategy, and culture that supports collaborative decision-making at all levels to best serve our student body.

* P&L Performance. Achieved/surpassed financial targets and forecast accuracy for 3 consecutive years

Grew revenues from $4.7M to $9.9M over 2 fiscal years

Drove net income from $2.5M to $5.6M over 2 fiscal years

Increased profit margin from 54% to 56% over 2 fiscal years

Maintained low levels of bad debt for student population

* Campus Revitalization. Strengthened the competencies and performance of the campus through rapid change to comply with regulatory requirements. Lead the transition from local advisement staff to a centralized student services structure and from performance based compensation to a quality and competency based system. Maintained high levels of employee satisfaction and engagement as evidenced through regular surveys and 360 degree feedback. Reduced unwanted attrition from a high of 30% to low of 15% through employee empowerment, communication and consistent reward and recognition.

* New Program Expansion. Spearheaded launch of local program offerings and achieved 103% total student enrollment growth between FY 2007 and FY 2011. Local student population growth averaged 35% annually with growth as high as 65% in the first two years after program launch.

* Operations/Performance Improvement. Collaborated with director team to establish Campus service and quality expectations with a plan for regular review and follow up to ensure accountability; resulted in increased Net Promoter Scores in -Likelihood to Recommend- from a three month average of -58.9 to 33.3 within 6 months. Worked in conjunction with student services staff and leadership to increase student retention by 12% from FY11-12. Executed National cost saving measures and provided guidance on National partnerships as well as local vendors resulting in a 36% expense reduction on specific targeted discretionary line items from FY10-FY12.

Director of Student Services, Phoenix, AZ (12/06 - 12/07)

Associate Director of Student Services, Phoenix, AZ (6/06 - 12/06)

Senior Student Services Manager, Phoenix, AZ (06/04 - 06/06)

Led the Student Services Department for the Midwest Region, managing the campus learning center counseling staff to ensure all departmental processes and activities comply with established corporate academic and financial policies and procedures.

* Managers all staffing actions and a team of 4-6 direct reports, 40-60 indirect reports serving approximately 20,000 students.

* Communicates all corporate academic policies and procedures to counseling management staff, as well as administers departmental training programs and activities to maximize service quality and effectiveness. This may include developing and distributing a campus or learning center policy and procedural manual and/or training and reference materials to ensure all departmental processes and activities adhere to corporate standards.

* Develops departmental goals and objectives and implements follow up strategies to ensure budgets are met or exceeded. Prepares monthly re-entry budgets and retention goals for Academics to align with campus quarterly total enrollment goals.

* Assists in the development of compensation matrices for Academic Counselors and Academic Counseling Managers for the Online and ground campuses.

* Assists in the creation of new Academic Manager training materials, including such topics as employee motivation and coaching to maximum performance.

* Delivers ongoing training and professional development to the division based on key areas of opportunity identified, such as overcoming objections and providing high levels of service and support to adults students.

* Developed policies and procedures for Academics Department of the newly created Western International University Online (University of Phoenix Associates College) in order to increase activity and improve performance.

* Creates and delivers Director`s expectations to all new Academic employees and delivers quarterly results presentations.

* Leads meetings to reward and recognize top performing Academic, Finance and Enrollment staff.

* Participates in multiple additional committees for the Student Services Department, including the Employee Attrition Committee and a Process Improvement Committee for Student Website design and user interface revisions.

* Serves as a liaison between campus and corporate personnel to ensure academic compliance of existing policies, as well as provides campus review and recommendations for proposed policies.

* Resolves and expedites all escalated student issues in a timely manner and by following proper protocols for notification to the Office of Dispute Management and follow up with external entities.

* Manages calendar and course development processes in accordance with academic standards and enrollment requirements. May also manage the implementation of degree program changes and additions in conjunction with academic policies and procedures.

* Prepares or assists in the preparation of various reports as assigned or requested. This includes researching and presenting research findings and recommendations to management.

* Cooperatively works with other members of the Senior Management team to accomplish mutual campus goals.

Academic Counseling Manager, Phoenix, AZ (06/03 - 06/04)

Manages a team of Academic Counselors to ensure all departmental processes and activities comply with established corporate academic and financial policies and procedures.

* Assists in the hiring process for new Academic Counselors.

* Communicates academic policies and procedures to counseling staff, as well as delivers departmental training to Academic Counselors regarding new policies or procedures. Sets Academic Counselor individual and team goals and implements strategies to ensure goals are met and improvements are made. Follows up consistently to discuss areas for opportunity to ensure progress is made.

* May provide academic advisement and management for new and continuing students throughout their academic program while serving as a liaison between the student and the University with regard to University policies and procedures. Maintains a positive relationship with students by ensuring customer satisfaction with timely problem resolution.

* Handles escalated student issues and follows proper routing procedures for further escalating issues.

* Prepares or assists in the preparation of various reports as assigned or requested. This includes researching and presenting research findings and recommendations to management.

* Cooperatively work with other members of the management team to accomplish mutual campus goals.

* Manages a team of 15-20 direct reports serving approximately 6,000-8,000 students

EDUCATION/PROFESSIONAL DEVELOPMENT

Masters of Business Administration, University of Phoenix 2006

Bachelor of Science in Journalism, University of Wisconsin - Madison, Graduated with Honors 2000

Leadership Training:

Self-Coaching 101 (2005)

Spokesperson Media Training (2008)

Diversity Leadership Training (2011)

Situational Leadership Training (2011)

Apollo Corporate University

Leadership Development Program (2005)

Executive Development Program (2008)

COMMUNITY INVOLVEMENT/AWARDS

The Business Forum (Junior Chair 2010-2011, Senior Chair 2011-present)

United Way - Rosenberry Society and BVN Member (2010)

Boys and Girls Club (Volunteer since 2009)

City Church (Volunteer since 2010)

University of Phoenix Online Academic Counseling Outstanding Customer Service Award (2003)

University of Phoenix Top Performer Award (2004)

University of Phoenix Outstanding Total Enrollment Growth Award (2008)

University of Phoenix Outstanding Campus Director Performance Award (2009)

University of Phoenix Systems Project Team Award of Excellence (2011)

University of Phoenix Community Ambassador Award (2012)

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