Customer Service Human Resource
Resume:
Cleofe Torres
Email: *********@********.***
Address: **** **** *** ******
City: Plainfield
State: NJ
Zip: 07062
Country: USA
Phone: 908-***-****
Skill Level: Management
Salary Range: $100,000
Willing to Relocate
Primary Skills/Experience:
See Resume
Educational Background:
See Resume
Job History / Details:
Cleofe Torres
1315 East 7th Street, Plainfield, N.J., 07062 908-***-**** *********@********.***
Professional Profile
Experienced administrator with over ten years of experience working in educational institutions. Successful in managing and improving the operations of administrative departments through research and establishing best practice. Analyst with five years of experience in improving service delivery at education institutions by managing small/midscale projects, engaging in business process redesign activities and leveraging technology.
Education
Teachers College, Columbia University New York, New York
Doctorate in Adult Learning & Leadership, Expected Graduation Date, May 2014
New School University, New York, New York
Master of Science, Non Profit Management, January 2007
New York University (NYU), New York, New York
Master of Arts, Student Personnel Administration in Higher Education, May 2001
St. John Fisher College (SJFC), Rochester, New York
Bachelor of Science, Business Management with Concentration in Finance, May 1999
Accomplishments
* Extensive experience and knowledge of higher education administrative services and systems as a result of managing several operations, serving as an analyst within a top tier university and studying higher education
* Managed successful major change initiatives at several higher education institutions (Pace University, Berkeley College, The New School, Columbia University)
* Managed multimillion-dollar budgets and operations which consist of staff exceeding 100 people
* Created technical and operational documentation for the successful deployment of a $30 million dollar centralized service center for the New York City Department of Education
* Managed several deployments of CRM Application (Salesforce) which improved service provided to internal and external constituents at Columbia University
Professional Experience
Columbia University, New York, New York
Director of Budget and Operations, Division of Student Affairs, February 2011 - October 2012
* Managed the day-to-day operations of the Student Affairs Central Business Office (SACBO) on matters pertaining to budget, human resource and operations for all Student Affairs departments and recognized student groups
* Developed and implemented policies and procedures pertaining to fiscal compliance, operational, and human resource matters which led to processes that were more streamlined
* Developed strategies utilizing approaches such as zero-based budgeting to advise Dean of Student Affairs and executive team so funds can be used more effectively.
* Enhanced training and other learning environments through conducting assessments of current offerings and developing a purpose as well as a strategic plan for any learning environment provided
* Collaborated with the Dean of Student Affairs and executive team on strategic planning activities which were successful in raising donor funds, increasing the overall budget provided by the university and creating increased awareness of the services provided by the Division of Student Affairs
Columbia University, New York, New York
Senior Business Analyst, September 2007 - February 2011
* Managed projects that improved service delivery at the institution by creating transparency in the way processes were handled and formulated new processes based on best practices
* Managed and engaged in business process redesign activities that resulted in financial savings and operational efficiencies
* Managed the deployment of systems such as Salesforce and ASSIST in order to enhance services and operations
* Developed, assessed, and deployed training curricula to standardize the way work was handled by employees
* Created instances for the institution to obtain data so senior leadership can make decisions that were data driven
New York City Department of Education, Brooklyn, New York
Knowledge Analyst, July 2006 - August 2007
* Developed operational and technical documentation for the deployment of a multi-million dollar centralized service center
* Maintained knowledge base for employees to ensure accurate and timely information was provided
* Developed and managed data collection process for Human Resource Center
* Collaborated with Directors and other Human Resource subject matter experts to develop training and operational content
* Assisted with development and monitoring of customer service quality assurance programs to ensure sustainability and success for the new centralized service center
New School University, New York, New York
Assistant University Registrar, August 2004 - July 2006
* Managed staff and day-to-day operations of Registrar office
* Developed processes and assisted with a major transformation of the University Registrar which led to the improvement of service, operational efficiencies and better relationships with administrative as well as academic departments
* Conducted registration checks to ensure the accuracy in enrollment of 24,000 students as the tuition revenue generated accounted for 80% of the operating expenses for the institution
* Collaborated with Financial Aid, Admissions and Academic departments to improve the student experience
* Enhanced the learning and development of Registrar staff through the development of training programs and workshops
Fordham University, Bronx, New York
Assistant Director of Residential Life for Housing Operations, April 2002 - June 2004
* Managed the operations of the housing department which consisted of 15 residence hall buildings and over 100 staff under the guiding principle that services should be tailored to educate the student as a whole person
* Collaborated with Dean of Residential Life and leadership team to develop successful strategies on dealing with excess bed demand, increasing facilities/custodial cost, and managing student/parent expectations at a historic institution
* Maximized revenue opportunities through the management of the summer housing conference program
Berkeley College, White Plains, New York
Residence Director/Coordinator of Student Activities, March 2001- March 2002
* Managed the day-to-day functions for residence life and student development
* Collaborated with executive leadership in successful strategic planning efforts that physically moved the entire institution from a suburban to urban setting
* Collaborated, created and implemented initiatives focused on educating faculty and administration about the importance of the work performed by Student Service departments
New York University, New York, New York
Advisor/Assistant Residence Director Office of Fraternity and Sorority Life, September 2000 - March 2001
* Created learning opportunities for student leaders and staff through advisement, program development, new member workshops and trainings
* Collaborated with Residence Life staff to provide crisis response, counseling and mediation in the residence halls
* Streamlined processes in handling the advisement of fraternity and sorority groups
Pace University, New York, New York
Residential Life Coordinator, Office of Residential Life, May 1999 - August 2000
* Managed the day-to-day functions of the newly created residence life department
* Created and implemented policies and procedures as well as trainings for newly created Residence Life department
* Cultivated key relationships with administrative departments and developed recognition for the Residence Life department as a sustainable department within the institution
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