Quality Assurance Development
Resume:
Summer Houston
Email: *********@********.***
Address: PO BOX 27863
City: Tempe
State: AZ
Zip: 85285
Country: USA
Phone: 480-***-****
Skill Level: Experienced
Salary Range: $40,000
Primary Skills/Experience:
See Resume
Educational Background:
See Resume
Job History / Details:
Summer N. Houston
*********@********.***
P.O. Box 27863
Tempe, AZ 85285
SUMMARY OF QUALIFICATIONS
I am self-managed and a highly dedicated professional with 8+ years experience in the higher education industry. My objective is centered on securing an optimal career opportunity, where I can successfully contribute my extensive experience in employee development, project development and management and building successful external and internal relationships with customers and colleagues.
Core Competencies
Employee Development Instructional Design and Development Project Management Performance Consulting Research and Analysis Coaching and Mentoring Organization and Time Management
PROFESSIONAL EXPERIENCE
Apollo Group, Inc. Human Resources, Phoenix, AZ
Learning Facilitator, 2/2011 ~ 10/2012
Lead and managed the design and development of an innovative course format and delivery platform. Focused on comprehensively developing Apollo Group, Inc and University of Phoenix employees` abilities to obtain the career of choice. Through enhancing and developing their aptitude in identifying and manage team challenges; manage workplace conflict; learn problem-solving fundamentals; manage facilitating small meetings; practice giving and receiving feedback and discuss basics of peer mentoring.
Conceptualized and initiated the development of a content management system through Microsoft SharePoint for University of Phoenix`s Office of Admissions and Records business partners by employing AIIM Enterprise Content Management (ECM) strategies and solutions for managing content.
Facilitated new hire employee orientation (NEO) for University of Phoenix`s Office of Admissions and Records.
Performed as a learning consultant for University of Phoenix`s Office of Admissions and Records business partners by identifying and servicing any learning and development need.
University of Phoenix Office of Admissions and Records, Phoenix, AZ
Training Administrator, 3/2008 ~ 02/2011
Conceptualized, created, and implemented a quantifiable 16-week new hire module for new Student Record Analyst`s (SRA), through employing the concepts of the 70/20/10 learning model and identifying the needs of the business through needs analysis, which drove the succeeding enhancements: on-the-job training, peer mentoring, subject matter expert facilitators and weekly quality assurance review. New SRA`s achieved 30 consecutive days of the required weekly quality assurance score of 95% or above upon completing the SRA new hire module.
Provided learning and development consulting for Student Record Analyst leadership by identifying and finding solutions for learning and development need or deficiencies. Discovered by performing periodic task analysis and audits of Student Record Analyst`s daily tasks.
Improved process and procedure for modifying university program and course content via the business`s system applications. Report templates increased reporting accuracy of program and course content resulting in rapid decline of program and course content modification errors and reduced production time.
Facilitated new hire learning and development for new Student Record Analyst and Student Record Specialists in addition to providing progression learning and development opportunities for current and tenured employees.
Preserved a high-level analytical, technical and subject matter expertise for developing new and current Student Record Analyst`s ability to process university student record, program and course analysis requests received from external and internal customers.
University of Phoenix Office of Admissions and Records, Phoenix, AZ
Training Specialist, 05/2007 ~ 03/2008
Orchestrated and participated in the development of University of Phoenix`s Office of Admissions and Records initial training program; created new hire training curriculum in addition to the implementation of the knowledge content system consisting of 500+ standard operating procedures and PowerPoint presentations.
Participated and managed the start-up of University of Phoenix`s Office of Admissions and Records quality assurance program. The implementation of the quality assurance program facilitates in improving employee work performance by providing employees accurate feedback regarding work performance and quality expectations.
Ensured compliance and accuracy of the University of Phoenix`s Office of Admissions and Records quality assurance program by providing coaching and counseling to employees.
Provided continuous feedback to University of Phoenix`s Office of Admissions and Records leadership regarding employee and department performance trends in addition to training opportunities.
University of Phoenix Office of Admissions and Records, Phoenix, AZ
Student Records Analyst, 5/2006 ~ 05/2007
Built and maintained University of Phoenix`s degree programs and coursework through the university`s degree audit and student record tracking systems.
Participated in the program implementation process, which involves University of Phoenix`s college deans in addition to critical stakeholders to discuss the implementation and release of new degree programs.
Managed and processed change management requests sent by college administration requesting modifications to their college`s program or course content.
Provided continuous support for fellow analysts by mentoring new and current analyst in addition to assisting entry-level analyst when workflow numbers exceeded.
Participated in specialized projects external from Student Record Analyst`s daily functions in addition to beta testing for new business system releases.
Consistently maintained an acute understanding of university academic polices and procedures in addition to preserving a high degree of confidentiality.
University of Phoenix Office of Admissions and Records, Phoenix, AZ
Student Records Specialist, 6/2004 ~ 05/2006
Preserved the integrity of student records by analyzing and processing student record analysis requests received from internal and external customers.
Consistently exceeded service level agreements (SLA) performance expectations required for processing student record analysis requests.
Defined and prioritized the development and implementation of curriculum guides and tools the Student Records Specialist role.
Mentored new team members by providing continuous support and guidance, in addition to conducting new hire training and development.
Analyzed and performed detailed audits on employees` student records currently enrolled with the university.
EDUCATION
University of Phoenix Online/Ground, Phoenix, AZ
Master of Business Administration (MBA) Projected Graduation 01/2014
Bachelor of Science in Business Management (BSBM) Graduated 09/2008
Certificate in Human Resource Management (HRM) Completed 09/2008
COMPUTER SYSTEM EXPERIENCE AND PROFICIENCIES
Applications: Microsoft Office 2007 & 2010 Outlook; Excel; Word; PowerPoint; SharePoint; OneNote; Communicator WebEx SAP Business Objects Documentum eXp SkillSoft
Operating Systems: Windows 2007, Windows XP, Mac OS X
PROFESSIONAL DEVELOPMENT
University of Phoenix Leadership Development Program
University Services Toastmasters
Friesen, Kaye and Associates Performance Consulting
Lominger International Competency Modeling
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