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Manager Customer Service

Fremont, California, United States
February 26, 2018

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Elvie Engstrom *** Old Canyon Rd. #**; Fremont, CA 94636 Contact: (510) ***-****

Career Summary: Twenty plus years of experience in teaching courses in general education and business subjects matter, both online and onground platforms. Experienced in educational administration having strong structure(s) in working harmoniously with internal and external individuals and/or groups. Earned supervisory and leadership roles through acquired formal training and on-the-job experience. Significant time spent on compliance issues involving state and federal agencies. Achieved recognition for increased levels of customer satisfaction, profitability, and employee/student retention and performance. Streamlined administrative infrastructure. Trained employees on office procedures and wrote corresponding manuals.

Highlight of Skills:

Online Instruction/Teacher Blackboard/eCollege Lesson Planning/Curriculum Review

MS Suite Document Control/Audit/Archive New Employee Training/Orientation

Office Management Report/Manual Writing Event Planning

Database Security Project Management Purchasing/Inventory Control

File Management Customer Service/Help Desk Bursar Collections


2016 – present Unitek College Fremont, CA


Oversight of student records (physical and electronic), including enrolling, registering, scheduling of all classes.

Communications with principals, both internal external departments and agencies, manage documents, coordinate best business practices.

Establish protocols for attendance and grading activity for academics in keeping with compliance standards.

Monitoring student outcomes and satisfactory academic progress. Provide daily, monthly, annual reports.

Institute and review policies and procedures, maintenance and security, related to confidential student information.

Administer online student enrollment, addressing any remote student issues, concerns, complaints.

2014 – present TJL Project Services Fremont, CA

Website Developer Project Manager

Communicate and evaluate need and compile client data.

Communications with principals, and external agencies, manage documents, coordinate business practices.

Marketing and training. Create training manual.

Establish Advisory Board.

Institute policies and procedures, maintenance and security.

2013 – 2013 EME Childcare Fremont, CA

Child Care Implementation Coordinator

Provide guidelines for childcare in a safe and nurturing environment.

Develop practices for Interface with clients.

Establish methods and procedures for document gathering, governing agencies, financial budgeting.

2010 – 2013 Pinnacle College Sacramento, CA

Registrar Services/Bursar/Compliance Officer

Student database Administrator (CVUE) for two campuses. Input student data including grades and attendance, complete file audit, compliance.

Receive student tuition payments and post to ledger cards.

General oversight of campus daily operations including faculty, staff, and students, vendors and facilities.

2007- 2010 Bridgepoint Education San Diego, CA

Adjunct Faculty

Teaching courses online in Organizational Management. Courses include Communications, Psychology of Human Relations, Critical Thinking, Essentials of Management, and Contemporary Social Problems and the Workplace.

Worked in both Blackboard and eCollege platforms. Development of weekly lecture notes.

2007-2009 WyoTech College Fremont, CA

Director of Student Services

Coordinating Student Support Services including the Learning Resource Center, Testing Center, Tutoring Services, Housing, Transportation, Student Appreciation Days, Newsletter, Local Community Services Liaison, Graduation Events, and general student ombudsmen duties.

Manage Student Council activities and student leadership program. Respond to all student issues and complaints. Control student satisfaction and retention. Development of Leadership Workshops (series of six PowerPoint presentations).

2002-2006 Silicon Valley College Emeryville, CA

Campus Manager

Responsible for daily operations of campus. Meet or exceed standards and regulations as set forth by state and federal entities, as well as accrediting agencies. Administration of all compliance aspects including various reports, applications, required responses, site visits, and internal monitoring and self-evaluation of processes.

Managed Student Records Department ensuring accuracy and safety of documents and data entry.

Researched and resolved student issues and concerns. Mediate between faculty and students when needed.

Advised students who were challenged academically, and problem solve student life issues.

Provide guidelines for the faculty and staff ensuring that the business goals and students outcomes are meeting expectations. Meet regularly with faculty, mentor and develop new faculty members.

Participation in yearly budgeting process, financials analysis.

Develop community and business relationships to enhance education quality and establish student placement opportunities.

Recruit, develop and train administrative staff. Strive for efficiencies and quality of task.

Substitute taught courses when needed.


“Blackboard” and “Ecollege” online training (2007, 2009)

Master of Arts, Organizational Management; University of Phoenix, California (2003)

Bachelor of Arts, Fine Arts, English; McMaster University, Canada (1989)

References available upon request.

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