Raquel Smith

***** ****** **. *** ********** Hills, MI. 48334

248-***-**** ac550s@r.postjobfree.com

Education Human Resources Leadership

Employee Relations Performance Management

An education professional with 15 years of higher education experience; expertise in the adult learning modalities and theories. An extensive background that has yielded results in increased student enrollment, retention, and profit margins.

Skills

Recruitment/retention

Job Knowledge

Communication skills

Student Focus/Service

Professionalism

Initiative

Teamwork/Collaboration

Problem Solving

Credibility

Professional Experience

The Art Institute Novi, MI. Mar. 2017 – present

Director of Student Financial Services

Supervise personnel in accordance to AI policies; interview, hire, train employees,

Manage financial aid programs ensuring compliance with federal, state laws, regulations, college policies and procedures

Conduct financial aid presentations, NSO and workshops to extend financial literacy and enhance the student experience

Kelly Services Troy, MI. Nov. 2016 – Mar. 2017

Human Resources Onboarding Coordinator

Facilitate onboarding activities for new hires; e-registration, online application, screenings, and I-9 review

Maintain, document and retain client files

Ensure necessary follow up throughout the on boarding cycle

Everest Institute Dearborn, MI. Apr. 2015 – June 2016

Director of Education – Academic Dean

Managed the recruiting and on-boarding process of faculty/staff with the talent management software; Taleo

Conducted new hire trainings/orientations on class room management, student engagement, accreditation, compliance, etc

Delivered coaching and performance management to direct reports through student and instructor feedback surveys, observations, attrition tracking and other faculty evaluation tools to provide career and succession planning all while keeping a pulse on the student experience

Pro-actively mitigated staff conflicts and concerns regarding; performance, ethics and compliance, FMLA, benefits, PTO, etc. which resulted in reduced Human Resources hot line calls

Fostered student service engagement programs such as new student meet and greets, mentor buddies and other attendance incentives that dramatically reduced student attrition by 65%

Ensured programs of study, course descriptions, class schedules, syllabi and other academic related materials were current and delivered within ACCSC compliance guidelines

Everest Institute Director of Student Finance Aug. 2014 – Mar. 2015

Initiated, designed, and delivered departmental trainings and developmental activities that covered FERPA, Title IV, fiscal responsibility, customer service, etc.

Assisted in the coordination of the institution’s response to any internal/external audits related to student finance operations; prepared documentation requirements to meet compliant audit standards

Oversaw the Title IV processing of new and continuing students to ensure files were processed in a high-quality manner and funds were processed accurately and in accordance with federal regulations

Henry Ford Village Dearborn, MI Oct. 2013 – July 2014

Residency Counselor

Managed the sales process from initial inquiry to residency by effectively promoting the community to the prospect

Utilized CRM tools to manage and document prospect accounts for timely follow through and relationship building

Articulated all documents related to residency, including Residency Agreement, Disclosure Statement, etc.

University Of Phoenix Southfield, MI Oct. 2000 – July 2012

Associate Director of Enrollment

Pre-screened internal – external candidates, conducted phone, group and individual behavioral style interviews

Conducted trainings with management staff for the purpose of HR awareness such as; ADA, Ethics & Compliance, FERPA, FMLA, employee engagement & retention, product knowledge and developmental coaching

Facilitated performance reviews, appraisals, career and succession planning

Developed goals and measurements for new business, retention and community outreach efforts to support the growth of the department and company initiatives

Monitored and analyzed the paid/unpaid lead workflow to project potential new business and revenue

Managed performance trends to accurately forecast monthly/ quarterly student starts to ensure success of the overall teams resulting in but not limited too;

o139% of budget FY09

o100% of budget 1st half FY10

o80-85% student retention

University of Phoenix Enrollment Manager June 2002 – Dec. 2008

Philadelphia, Pa. and Troy, MI.

Facilitated personnel actions and on-boarding process; pre-screened, interviewed and hired

Conducted new hire orientations and provided new hire trainings on specific sales techniques; building relationships, asking probing questions, listening, closing, etc.

Coached performance management via call calibrations, observations and other enrollment oriented tools that resulted in an 11% increase with call conversions and overall student enrollment

Implemented team building and motivational incentives for improved performance

Attended admission interviews, phone calls, follow-up, and stitch-in activities necessary to close the student enrollment

Planned, organized and facilitated New Student Orientations for incoming students

Recognized locally and regionally for implementing a student focused process which yielded my team 85% student retention; therefore setting a benchmark at the Metro-Detroit Campus

University of Phoenix Enrollment Counselor Oct. 2000 – May 2002

Successfully recruited student prospects reaching 113% of enrollment goals

Resolved student barriers by utilizing sales techniques, internal and external resources, critical thinking and problem solving skills

Converted unpaid lead generation by 15% month over month through student referrals

Promoted to team leader within 6 months into position; responsible for mentoring, training and providing closing assistance to colleagues

Education

Bachelor of Science in Business Management- University of Phoenix - Southfield, MI 2006

Additional Credentials

Technical Skills

Talent Management Software; Taleo, Microsoft Office (Word, Excel, PowerPoint, Outlook) Oracle Financial, Contact Management, SharePoint, Salesforce, Now Hire, Sterling, OSIRIS, First Advantage, Campus Vue

Skills

Account management, business development, business acumen, closing skills, customer relationship management, needs assessment, customer service, communication skills, decision quality, leadership, forecasting, team building, presentation skills, interpersonal savvy, results oriented

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