Customer Service Management

Rose ISBELL

Email: *********@********.***

Address: **** *** ****** ****** *** 844

City: WASHINGTON DC

State: DC

Zip: 20016

Country: USA

Phone: 301-***-****

Skill Level: Management

Salary Range: $85,000

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

ROSE ISBELL

3101 Mexico Avenue, NW # 844, Washington, DC 20016

301-***-**** Email: *********@********.***

INTERNATIONAL EDUCATION SPECIALIST

Bilingual English -French

Seasoned professional with experience in international educational, cultural and social environments, including managing and coordinating student-exchange programs, organizing and overseeing the implementation of cross-cultural programs, teaching, coaching and providing students with competitive tools to succeed academically and professionally, traveling abroad to recruit and to establish partnerships with schools, colleges, non-profit and private organizations.

PROFESSIONAL EXPERIENCE

INTERVIDA, Global Education 01/2010-04/2012

Barcelona, Cataluna, Spain, 08010

Duties and responsibilities

*INTERNATIONAL ACADEMIC RECRUITER- CV DEVELOPMENT-*COMMUNICATION OUTREACH

Supported the management of flow of students and scholars between the US, Europe and countries in North Africa and the Middle East on academic exchange activities sponsored by the ECA and Alliance for International Education and Cultural exchange.

Reviewed and assessed Fulbright Foreign Scholarship Board (FSB) student applications to enroll in various international academic programs;

Tracked evaluations for completeness and accuracy; Advised program participants on peripheral program matters procedures concerning consular processing procedures and identification;

Advised on Exchange Visitor Program (J visa) regulations and provided support to complete undergraduate admissions applications; Supervised and provided assistance to students who participated in the scholarship program: Travel and J1 Visa student, living, and housing needs; resources in place;

Monitored academic progress to chose appropriate placement programs including counseling, testing academic abilities and professional skills, and advised eligible students from Morocco, Middle East, and Europe to apply for various Fulbright programs such as the FLTA or for post-graduate the Fulbright scholar at US institutions; Interviewed; Recruited;

Served as main liaison and point of contact for students, families, schools and universities;

*ACADEMIC EXCHANGE PROGRAMS MANAGEMENT:

Possess expert knowledge of academic exchange programs to plan, develop, implement, administer, and evaluate exchange visitor programs for international visitors from countries around the world for training programs with US host organizations.

Used technical expertise to provide direction on programmatic, logistical, and financial issues relating to international exchange visitor programs.

Researched information and wrote proposals for international partnerships and activities.

Participated with the management team in planning, developing, justifying, and revising department and project-specific budgets for areas including personnel, travel, supplies, services, and equipment.

Created and designed cultural program for international students and adults in Burgundy, Languedoc France, Italy, Tunisia, and Egypt with a low cost budget

Explained the complexities of travel requirements to office personnel, group of participants, and provided guidance on appropriate travel documentation.

Identified and anticipated issues and managed to resolve conflicts by providing appropriate course of actions on customs laws, administrative procedures, customer service, interpersonal and cultural conflicts.

Translated electronic database for Global Education and for selected countries US, Spain, France, Mali, Kenya, Egypt, and Morocco.

INTERPRETED REGULATIONS: Analyzed and interpreted complex and highly political program regulations to ensure policies and practices were implemented using organization`s regulations.

Performed routine program audits to ensure compliance with program directives and other associated regulations. Made recommendations for changes in regulations to appropriate program official.

DEVELOPED and MAINTAINED EFFECTIVE WORKING RELATIONSHIPS:

Interacted with and advised senior officials and coordinated with personnel to assess program impact and achievement of program goals.

Interacted with members of others regarding policy, programs, and substantive issues.

Served as main liaison and point of contact for students, families, schools, and universities;

USED COMPUTER APPLICATIONS such as database management, word processing and presentation software to produce a wide variety of materials to include, but not limited to, briefings, spreadsheets, strategic plans, procedures, memoranda, correspondence and presentations.

Created flow charts and graphics to convey complex information in easily understood format to audiences with varying levels of understanding of the topic.

ROCHAMBEAU 09/2001-09/2008

Forest Road, Bethesda Maryland 20814

Duties and responsibilities

*INTERNATIONAL EDUCATION PROGRAMS SPECIALIST;

Forged partnerships with area schools, youth organizations, and cultural organizations as necessary;

Interviewed foreign students in the admission procedure and handled applications submitted;

Led curriculum development, budgeting, and coordination of Franco-African student exchange program sponsored by embassies and private industries;

Supervised and managed all logistics, including administration of exchange, travel and documentation issues, home-stays, and cultural activities;

Advised on strategic issues and identified training needs and kept school administrators continually informed of program needs;

Developed initiatives for curriculum improvement and promoting the value of assessment tools;

Used knowledge of new technologies to implement into existing and new programs.

*GRANTS MANAGEMENT:

Monitored program activities and funding for compliance with rules, regulations, and standards;

Developed and revised program policies and procedures to ensure grant requirements, program standards, and professional practice standards were met;

Monitored and conducted post-project evaluation activities on grantees for ability to meet objectives and goals; Contributed to the design and implementation of promotional materials for grants programs at launch, grantees projects at selection, and program outcomes at completion of projects;

Wrote educational grant proposals.

*ADMISSION AND COUNSELOR

Used expert skills in counseling students and provided support and guidance in the enrolling process in various international academic exchange programs; Assessed fellowship applications.

*SERVED AS A PROFESSOR for hundreds of international students in high school and colleges:

Mentored and coached students and served as college placement counselor / academic advisor;

Managed student results by creating and maintaining conducive learning environments, preparing effective classroom lessons and learning opportunities, and administering effective teaching and coaching techniques;

MONITORED AND EVALUATED students assessments progress toward meeting learning objectives;

Observed the existing activities and determined needs, and implemented authoritative change;

MANAGED THE IMPLEMENTATION OF DESIGNED academic and learning programs:

DESIGNED WORKSHOPS AND WROTE SYLLABI that aim to integrate foreign students in schools and to help them immerge in their country`s culture;

Created cultural program with a low cost budget for foreign students between Europe and Africa, field trips to New York and programs pertaining to Salem witch trials.

ANALYZED PROGRAMS ACTIVITIES:

Performed studies and other management control measures by evaluating the effectiveness of existing practices, procedures, and directives.

Observed the existing activities and determined needs, and implemented authoritative change;

Made authoritative decisions and recommended personnel actions: promotions, transfers, and dismissals;

Provided formal training to others on educational best practices (Curriculum development / Student- assessment/ Learning strategies);

Identified and anticipated issues and managed to resolve conflicts by providing appropriate course actions.

Effective oral and written communication:

Drafted and finalized correspondence and letters, memoranda, talking points, speeches and other documents for senior level review; Reviewed grants and proposals. Prepared written analyses and organized evaluations in compliance with procedures, ensuring that proposals were coordinated, reviewed, and evaluated by personnel as required; Developed detailed reports of each event held and trip taken and dealt with various individuals, including executives, staff, and members of the Board, with tact and diplomacy.

MONITORED PROGRAM PROGRESS IN ACHIEVING OBJECTIVES.

Evaluated projects at appropriate stages and at end to evaluate success in meeting stated goals and objectives;

Identified problems and made recommendations for improvements in program implementation.

TRAVEL SPECIALIST: Oversaw major travel contracts, working closely with other professionals to ensure services were provided in alignment with contract specifications and the appropriate amounts were billed;

Developed requests for proposals for travel and made recommendations on selected vendors;

Coordinated and conducted feasibility tests and special studies to determine the adequacy of current rates applicable to travel and relocation;

Reviewed travel and relocation studies to determine the actual effectiveness of existing policies;

Drafted proposed regulations and policies and proposed recommended revisions.

*RECRUITING- SUPERVISING

Coordinated employee continuing education programs, instructional outcomes;

Planned, organized and oversaw cultural and social events as well as fundraising activities;

Coordinated the logistics of various activities including arranging for fund-raising events such as lunches and dinners, board meetings, cultural events, inauguration, and Associate Director`s speaking engagements;

Recruited and interviewed guest speakers for events and trainers for workshops;

Used expert negotiating skills with vendors and obtained grants to lower cost /student for trips and events;

*FUNDRAISING ACTIVITIES to obtain grants and fellowships: Recruited senior French Council of State executive to attend the inauguration of the new auditorium buildings and the celebration of the 50 years of the French International Campus in the US, Bethesda, MD.

Executed fundraising events that generated $40,000 in sponsorship at Lycee, Rochambeau;

*LIAISED and MAINTAINED COLLABORATIVE work relationships with others in a cooperative manner.

Shared information and resources to achieve best possible outcomes for students and communicated to audience the implementation of new systems that increased program effectiveness,

Served as a liaison to organizations such as the French embassy, senior government officials, and PTA,

Selected as disciplinary liaison between Lycee Rochambeau and French Embassy in Washington,

Made authoritative decisions and collaborated with other parties to resolve conflicts,

Succeeded on conflict resolutions involving student`s behavioral challenges and found ways to settle financial issues avoiding lawsuits, bad publicity, and saving money.

*DEMONSTRATED EXCELLENT COMMUNICATION and ORGANIZATIONAL SKILLS:

Communicated daily with school administrators, teachers, students, families, and other stakeholders regarding curriculum and individual student program challenges.

CSI, International Public High School 09/1996-09/2000

Place Montreal-Gerland France

Duties and responsibilities

*COORDINATOR OF THE BRITISH EXCHANGE DEPARTMENT

ADMISSION EVALUATOR FLS

Liaised with international education officials, US-based exchange organizations, private foreign agencies,

Embassies overseas to plan and to coordinate all activities related to the administration and implementation

of exchange programs, including overseeing the compliance with the country`s policies and procedures and

ensuring the safety guidelines and standards;

Assisted Students in their fellowship applications and provided advice on academic grants programs;

Interviewed foreign students in the admission procedure and handled applications submitted;

Supervised and managed all logistics, including administration of exchange, travel, and documentation issues, home-stays and cultural activities;

Teamed with the British Department in England's International schools as well as those in North Africa region to forge partnerships with area schools, youth organizations, and cultural organizations as necessary.

TOWN HALL LYON III 09/1993-03/1996

Place Guichard- LYON

Duties and responsibilities

*Grants and Scholarship /Education Aid Specialist

Conducted projects involving discriminated schools turnaround trends;

Studied and reviewed the City Hall Education financial aid established policies and grant programs; Collected data on student performance, grades and final results in public schools located in poor suburbs;

Evaluated the requirements, problems, and shortcomings on funded educational programs;

Shared resources, information, and assessed innovative approaches to improve performance and gap achievements regarding educational program.

EDUCATION

American University, Washington, DC

Professional Certificate on International Peace and Conflict Resolution

University of LYON II, France, MASTER OF ARTS, International Education

University of LYON II, France BACHELOR OF ARTS, Psychology

AREAS OF EXPERTISE

Cultural and Academic Exchange Program Management with over 15 years of experience in Europe/US

Perfectly bilingual in English and French.

Knowledge of Modern standard Arabic language

Program Evaluation and Management

Technical/Legal/Regulatory/Best Practices Research

Policy Analysis/ Survey Development / Analysis.

International Academic Curriculum

Academic Exchange and Fulbright Programs

Resource Allocation/ Fellowship/ Grants Advisor/interviewer/ Counselor/Admission

Service support and Team and project leadership.

Training Facilitator / Conflict Resolution.

PROFESSIONAL PROFILE

Proven ability to conceptualize, develop; execute timely projects and initiatives to meet goals and objectives

Skilled at building relationships and working effectively with diverse cultures;

Keen experience managing and supervising groups of students and/or staff;

Outstanding interpersonal and teamwork skills;

Skilled in mediation and facilitator on various workshop topics;

Effective problem solving, conflict resolution, and creative critical thinking skills: Approaches work with a

sense of possibility and sees challenges as opportunities for creative problem solving;

Creative: take initiative to explore issues and find potential innovative solutions;

Adaptability skills: Able to learn quickly, work in a fast-paced environment, and managing multiple projects

simultaneously multitask effectively;

Focus on Data-Driven Results;

Strong organizational skills, including keen attention to detail, and the ability to adhere to strict deadlines;

Dependable, passionate and committed to equity.

TECHNICAL SKILLS: Proficient in Microsoft Office Suite (Word, Excel, Access, Outlook, Power Point); Educational software; Black-baud; Familiar with researching credible information on the Internet

CLEARANCE: Understand the SF-86 and security clearance process; prepared to complete.

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