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