Customer Service Assistant

**** ******** **** *****, ** *****

Phone: 718-***-****

**********@*****.***

PROFESSIONAL PROFILE

Accomplished professional with a proven ability to provide world-class customer service, support and guidance to traditional and non-traditional students attaining their educational pursuits and academic goals.

KEY SKILLS

Determined and passionate about students educational and career development.

Ability to meet measurable goals regarding student recruitment and retention.

Skilled and knowledgeable in PeopleSoft, Salesforce and Document Management Systems.

Liaison between multiple departments to ensure proper communication and reporting practices.

Ability to work with a very diverse student population.

Certified Military Advising.

Experience with a diverse population of students: first generation, low income, international and students with disabilities.

EDUCATION

Master of Science in Management with a Concentration in Leadership, March 2017 Strayer University, Washington, D.C.

Bachelor of Arts in Humanities with a Specialization in Communication, Conferred December 2007 Dominican College of Blauvelt, Orangeburg, NY

PROFESSIONAL EXPERIENCE

Strayer University, Washington, D.C. March 2016-Present Admissions Officer

Currently provide academic advising as the Lead Advisor to include: assisting students in the development of educational, career and transfer plans through the assimilation of information from a variety of sources; course selection; interpretation of academic rules, regulations, policies and procedures.

Support students to make critical decisions that inform their choices about academic programs of study, paths to program completion, and provide access to tools and resources which students will require for success.

Meet with and provide information sessions to students and parents to assist them in understanding the benefits of their academic programs.

Manage a rather large portfolio of student cases.

Extensive work with other community colleges and public school systems to:

Providing coaching and regular communication with the high schools in the community, program participants, and parents on their options with Strayer.

• Counseling and referrals as necessary on financial aid and scholarship information and direct assistance in completing financial aid forms.

• Guidance on how to apply to Strayer and assist with the application process.

Current on military advising policies and procedures and applicable laws.

Discuss educational goals, learn about degree program and graduation requirements, and review course selection.

Team player and collaboration with other areas of the university to promote student success to include: work with financial aid, student success coaches, DSS counselor, deans and directors in administrative offices.

Program planning, and assist students as they consider the appropriateness of alternative credit options and consider mode of study choices.

Currently responsible for maintaining an online advising system with daily communication with students in a virtual environment.

Meetings with students with academic, personal and family problems to make referrals to appropriate university partners.

Offer strategies to guide students who are meeting challenges in their academic programs and they direct students to a range of University resources that will be beneficial in a student’s academic achievement.

Advise students on the afforded the best degree program planning and course specific considerations.

Support every new and readmitted Strayer University student for student success.

Serve as the liaison between the students and the graduate school programs at Strayer to create an environment that will lend itself to completion of graduation requirements.

Work with students whose midterm grades place them at-risk for not meeting academic requirements or goals for the quarter, students in academic jeopardy whose academic standing may be probation or suspension, and students who are nearing graduation.

Outstanding ability to communicate and work in a collegial manner with diplomacy at all levels of the university.

Understanding of practical and theatrical frameworks in Student Development.

Work with a very diverse student population to include international students, students with disabilities and students at risk (first generation, low income, etc.)

Currently work with all graduate and undergraduate student to include outreach, admissions, advising, retention, and graduation in collaboration with Chairs, Deans, DSS Counselors, Financial Aid, Student Success Coaches and others within the University at all levels.

Strong working knowledge of working with academic accreditation content and the work on and enrolling recruiting undergraduate and graduate students that are very diverse in many of Strayer’s Signature programs.

Proficient with Salesforce; PeopleSoft and Banner systems.

Excellent oral and written communication skills as demonstrated with training and writing reports.

Advise military students.

Train and provide orientation to new advisors.

University of Maryland University College (UMUC), Largo, MD May 2014-February 2016 Office of Strategic Enrollment Management

Admissions Counselor

Promoted academic programs to prospective students globally by utilizing an innovative CRM cloud based service.

Assisted prospective students through their decision-making of programs and the university admissions process.

Guided students in career planning, degree planning, and course enrollment by discovering the students’ needs and motivations primarily by telephone, e-mail and occasional face to face.

Served as the prospective student’s liaison for various student services departments such as Career Services, Degree Audited, Financial Aid, Student Academic Records and Student Accounts.

Skilled in the ability to problem solve student escalations.

Assisted with several outreach campaigns for new student growth.

Supported the university with forming an alliance with prospective students by advising at recruiting events such as Open Houses, Online Webinars, Corporate Learning Solutions.

Ability to actively support retention and student success to achieve measurable results.

Assisted mentors with content training for newly hired Admission Counselors.

Assisted with commencement to ensure that the graduates and family have a memorable experience.

The George Washington University (GW Colonial Temps), Washington, DC October 2012-January 2013 The Graduate School of Political Management (GSPM)

Recruiting and Marketing Assistant

Served as the initial point of contact for prospective students of the Graduate School of Political Management while educating them on the principles and values of applied politics through our high-quality academic master’s degrees and graduate certificate programs.

Utilized Salesforce as an online marketing tool to proactively respond to new student inquires while tracking prospective leads and conducting follow-ups with students to provide ongoing encouragement and support.

Assisted students with the admission requirements, financial aid, registration and face-to-face consultation for specific program.

Prevent Cancer Foundation, Alexandria, VA (Kforce Staffing & Solutions) February 2012-July 2012 Administrative Assistant/Interim Associate of HR & Administration

Served as the liaison between the Executive Vice President & Chief Operating Officer, Controller and employees concerning office policies and procedures in addition to providing long-range direction and goals of organizational planning with the duties as the Office Manager.

Organized and processed bi-monthly payroll, maintained the payroll records for hourly and salaried employees, reconciled and paid all voluntary and involuntary deductions, leave time, balance leave at the end of each month, updated payroll journal entries, processed payroll in the Automatic Payroll Processing (ADP) system, created reports in The Financial Edge accounting software and updated Vacation Accrual Rates.

Administrator of the organization’s fringe benefits, to include but not limited to 401K plan, Health Care and short and long term disability.

Provided strategic support on a broad range of HR topics including processing and auditing compensation, record status, new hires and status change.

Fostered and nurtured relationships with external benefits and insurance constituents.

Sigma Space Corporation (Global Employment Solutions), Lanham, MD March 2011-May 2011 Optotraffic Division Processor

Monitored, inserted and processed detected speeding violations into the Optotraffic Vioview database system.

Referred to the License Plates of America Guide to identify speeding violation automobiles.

Maintained log for all rejected speeding violations.

Riverbay Corporation, Bronx, NY

Secretary of Cooperator Services Office September 2008-August 2010

Human Resources Assistant/Community Relations Assistant April 2008-September 2008

Processed Housing Preservation and Development Violations (HPD), Court Stipulation Agreements.

Property Damage, Eviction Reports and Community Complaints issued from the Co-op City Police Department.

Generated work orders for maintenance request.

Received and processed complaints from cooperators as it related to facilities.

Handled all employment inquiries in addition to pre-employment background checks and drug testing.

Administered clerical testing for potential applicants and distributed new hire documentation.

Created and managed monthly General Managers Reports.

Supervised, organized and planned community events for the housing cooperative.

Prepared employee, tenant and residency verification letters.

Monitored hall closet database and coordinated sales of resident’s storage units.

AFFILIATIONS AND CERTIFICATIONS

Awarded for Exceptional Advising for the Jack Welch Management Institute Program, Strayer University, 2017

Certificate of Appreciation for Participation in the Washington D. C. Region, 2017

Military Advising Certification, 2016

Salesforce User Acceptance Testing (UAT), 2014

Girl Scouts of the United States of America, 2010-2013

National Council of Negro Women, 2011-2012

NYC Office of Emergency Management Community Emergency Response Team, Bronx 10 (CERT), 2010

SkillPath Certificate on Customer Service, 2008

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