Customer Service Quality Assurance

Connie Shipman

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

Address: ***** ****** ***** ****, #***

City: Raleigh

State: NC

Zip: 27617

Country: USA

Phone: 630-***-****

Skill Level: Experienced

Salary Range: $57,000

Willing to Relocate

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

CONNIE R. SHIPMAN

Raleigh, NC 27617

Phone: 630-***-****

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

CAREER SUMMARY

Leader with multi-year experience in classroom and online teaching of adult students as well as 13 years of experience in determining staff and resource needs for new and expanding projects and programs in a student centered environment. Successful in meeting team and organizational needs. Proven skills in the promotion of productive and harmonious work teams. True leadership is not thinking less of yourself, it is thinking of yourself, less.

WORK EXPERIENCE

DeVry University Online, Naperville, Illinois January 2003 July 2012

Supervisor, Registrar Services (August 2008 - July 2012)

Facilitated a project resulting in an annual savings of $200,000.

Produced key metrics reports tracking admissions and placement testing assessments.

Experienced in multi-site management supervising a team of 12-22 people responsible for evaluation services, online admissions and placement testing, as well as graduation audits.

Managed short and long term projects targeted for process improvement of services.

Demonstrated sound decision-making ability and policy interpretation.

Sought out and implemented opportunities for service enhancement to clients.

Engaged in proactive and reactive troubleshooting and problem resolution.

Team Lead, New Student Administrative Services and Registrar Services (January 2006 August 2008)

Supervised a team who each performed individualized functions in support of new student registration.

Oversaw administration of paper-based and proctored admissions testing and grading for both graduate and undergraduate applicants.

Ensured accurate and timely system updates for all transcripts received for students.

Interpreted tuition reduction policies for students and alumni and their respective family members.

Team Lead, New Student Registration (January 2005 - January 2006)

Managed a team of Academic Records Coordinators responsible for the enrollment and auditing of

student records for compliance and completeness according to University and Industry guidelines. Team

completed an average of 1200 student enrollments every eight weeks.

Provided coaching and mentoring to staff to ensure that all records were properly maintained.

Effectively communicated status and issues in a timely manner with internal and external DEM as well as senior management.

Academic Records Coordinator (January 2003 - January 2005)

Coordinated and processed new student records per academic policy and DeVry University Online quality standards.

Trained management and employees on document imaging and provided problem resolution for issues within the Oracle Student Systems (OSS) database. Created instructional manual for new employees and temporary staff.

Notified sales force of inconsistencies or omissions prior to enrollment and during post-enrollment quality assurance checks.

Parents for Public Schools of Pitt County, Greenville, North Carolina August 2001 - December 2002

Projects Coordinator

Established and maintained relationships with students, parents, teachers, and school officials to raise community awareness of services.

Designed a parent training curriculum for grassroots leadership development and recruited parents from underserved populations for the trainings. Curriculum included sessions on How to Prepare for Parent-Teacher Conferences, Parent Involvement Tips, Good Advice For An A+ School Year, and Making Learning Fun For Your Child.

Educated parents on the intent and purpose of the No Child Left Behind Act.

Organized and facilitated study circle sessions.

Coordinated and assisted with special event planning.

Connie R. Shipman page 2

Bertie County Partnership for Children, Windsor, North Carolina May 1999 - June 2001

Program Director, Child Care Resource and Referral (CCR&R)

Hired, supervised, and evaluated CCR&R program staff.

Designed and secured funding for incentives to reduce staff turnover in educational facilities.

Maintained program budgets and daily operations and evaluated multiple projects for effectiveness.

Determined need for and subsequently created and managed entire grassroots outreach process which included marketing events and campaigns.

Developed and implemented official (CCR&R) policies and procedures, reviewed and revised contracts with seminar speakers, and planned special events.

Lobbied with local, state, and national leaders to serve as community child care advocates.

TEACHING/CONSULTING EXPERIENCE

DeVry University Online, Naperville, Illinois July 2007 August 2012

Adjunct Professor

Taught theory and best practices for critical thinking and problem solving.

Department of Early Childhood Education

Martin Community College, Williamston, North Carolina January 2000 May 2001

Adjunct Professor

Taught theory and practices for quality early childhood development.

Washington County Child Advocacy Council, Plymouth, North Carolina July 2001 December 2001

Consultant

Presented training sessions on Communication With Families, Planning and Evaluating Your Program, and Routines Day By Day.

Head-Start Program, Green Lamp, Inc., Snow Hill, North Carolina January 1999 May 1999

Teacher

Supervised staff of two assistants as well as twenty parent volunteers.

Conducted assessments to determine mental versus chronological age.

Provided holistic educational experiences for children.

Tyrrell Elementary School, Columbia, North Carolina August 1995 June 1996

Pre-Kindergarten Teacher

Supervised two assistants and recruited parents for classroom volunteerism and to act as chaperones on

class field trips.

Developed and implemented both school and home activities for 15 behaviorally challenged preschoolers.

PROFESSIONAL SERVICE AND MEMBERSHIPS

NAPW (National Association for Professional Women) August 2012 - present

Member

CASA (Court Appointed Special Advocate) Volunteer January 2004 December 2012

DuPage County, Illinois

Board member and advocate for abused and neglected children

AACRAO (American Association of College Registrars and Admissions Officers) Member 2006 July 2012

Member

Youth Mentoring Program Volunteer, DuPage County, Illinios August 2004 December 2009

Mentor of teenaged youth from single parent families

Connie R. Shipman Page 3

HONORS AND CERTIFICATIONS

2010 - 11: Award Recipient, DeVry, Inc., Naperville, Illinois awarded 2 DEM (Department of Enrollment

Management) Partnership Customer Service awards, Directors award, and 2 Managers Awards

2006 PRIDE Award Recipient, DeVry, Inc., Naperville, Illinois awarded for demonstrated commitment to

leadership, teamwork, and a focus on company values

2007 Academic Scholarship Recipient, Argosy University, Schaumburg, Illinois

2006 Community Service Scholarship Recipient, Argosy University, Schaumburg, Illinois

2002 Certified Grants Specialist, Research Associates, Columbia, South Carolina

1999 Certified North Carolina Early Childhood Credentials Instructor, North Carolina Division of Child

Development

1998 Administrative Fellowship, National Rural Health Association - awarded for demonstrated commitment to improving community health

EDUCATION

February 2013, Doctorate in Educational Leadership, Higher Education Administration, Argosy University

December 2000, Master of Public Administration, Community Health concentration, East Carolina University, Summa Cum Laude

Professional Paper Title - Producing Quality Child Care: Exploring Alternatives For Bertie County Preschool Providers

May 1995, Bachelor of Science, Child Life, East Carolina University, Summa Cum Laude

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