Customer Service Management
Resume:
Sandy Wilkerson
Email: *********@********.***
Address: **** ***** **
City: Baytown
State: TX
Zip: 77523
Country: USA
Phone: 832-***-****
Skill Level: Management
Salary Range: $60,000
Primary Skills/Experience:
See Resume
Educational Background:
See Resume
Job History / Details:
SANDRA K. WILKERSON
2403 Doral Drive, Baytown, Texas 77523
*********@********.***
www.linkedin.com/in/skwilkerson
OBJECTIVE
Seeking operations, finance, or accounting leadership position, where I can contribute to the growth of the organization by capitalizing upon my expertise and analytical skills, and maximizing my potential.
SUMMARY
Extensive operations experience. Effective recruiting, training, and leadership in areas of corporate finance, accounting, and operations, student financial aid, academic advising, and student affairs, with focus on analysis, innovation, and initiative.
EMPLOYMENT
DeVry University, Houston, Texas 2003 - 2012
Dean, Student Central
- Provided leadership to Student Central department (Financial Aid, Academic Advising, and Student Affairs) while assuring successful and efficient processes and outcomes in areas of persistence, start rates, customer satisfaction, A/R, and others.
- Provided positive working environment and recruited, hired, coached, developed, managed, and assessed the performance of departmental staff.
- Assumed lead role in coordination, training, and implementation of effective customer service plan while collaborating with other departments, including admissions, academics, registrar, and student/career services to assure positive student experiences and to meet organizational objectives and compliance within university and government regulations.
- Accomplishments: Selected to participate in user-acceptance testing and to train regional locations through Banner system conversions from Oracle; Mentored colleagues; Implemented operational changes in response to new regulatory environment; Developed calibrated process for formalized staff observations.
Director, Finance & Administration
- Planned, organized, implemented, and evaluated the organization's fiscal function and performance. Aligned financial policies and procedures with business objectives.
- Provided timely and accurate analysis of budgets, financial reports, and financial trends. Created, implemented, and enforced policies and procedures to improve overall operations and effectiveness of campus.
- Ensured compliance and served as primary contact for SOX and financial audits.
- Prepared and submitted annual operating budgets and term forecasts; Submitted and managed adherence to annual capital expenditure plan as well.
- Ensured continuous improvement of the budgeting process by educating department managers on financial issues affecting their budgets.
- Oversaw student financial aid function and mentored colleagues.
- Accomplishments: Selected to train regional locations on new ProSAM system conversion from Powerfaids.
Director, Student Finance
- Provided professional leadership to staff through effective hiring, training, coaching, management, development, and performance evaluation.
- Maintained a professional work environment to ensure high level of customer service to students, parents, staff, and outside agencies seeking information.
- Ensured timely awarding, authorization, and disbursement of state, federal and private aid.
- Responsible for overall collection and A/R reduction.
- Accomplishments: Provided leadership for start-up location; Developed one staff member into management position; Developed and presented full-time initiative program (later adopted and expanded by home office); Developed local knowledge base (later adopted and expanded by home office); Selected to serve on various home office best practices and implementation committees.
ITT Technical Institute, Houston, Texas
Director, Finance 1995 - 2003
- Responsible for financial functions of college, and preparation of reports and statistics reflecting earnings, cash balances and other financial reports.
- Implemented and maintained procedures to obtain the college's financial objectives through effective use of financial aid resources and department personnel.
- Recruited, interviewed, and recommended candidates for department positions.
- Assisted Campus Director in preparing forecasts and budgets, as well as reporting variances, deficiencies and exceptions to policy.
- Accomplishments: Awarded Director of Finance of the Year (Texas District) in 2002, 2000, 1999; Promoted from Roster/Bookkeeper to Financial Aid Administrator to Director of Finance; Developed R2T4 refund calculation worksheet and other local customized student finance reports; Automated local A/P process; Served as regional trainer/mentor for new staff; Provided training and support to out-of-district locations, and developed three staff members into management positions.
EDUCATION
Keller Graduate School of Management, Houston, Texas
Master in Business Administration, Accounting
Graduate Certificate, Accounting
Northwood University, Cedar Hill, Texas
Bachelor of Business Administration, Management
Wharton County Junior College, Wharton, Texas
Associate of Applied Science, Data Processing
Technology (programming)
PERSONAL SKILLS
Analytical
Highly organized & efficient
Articulate communicator
Innovative
Responsive
Computer proficient (MS Office)
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