Customer Service Director

VELMA TOMA

E: *********@*****.*** . C: 209-***-**** . Scottsdale, AZ .

linkedin.com/in/velmatoma

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operations, business development & sales

Results driven Director who undertakes complex assignments, meets tight

deadlines and delivers superior results. Has demonstrated the ability to

lead diverse teams of professionals to new levels of success and possesses

practical knowledge, excellent written and verbal communication skills and

has a track record of performance through above-quota results. Proven

ability to successfully analyze an organization's critical business

requirements, identify deficiencies and potential opportunities, and

develop innovative and cost-effective solutions for enhancing

competitiveness, increasing revenues, and improving customer service

offerings.

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PROFESSIONAL EXPERIENCE

Director of Community Outreach and Admissions 09/2012-

10/2013

Allen School of Health Sciences . Phoenix, AZ

Oversaw and managed the marketing, operations and recruitment for the

Phoenix, AZ campus (dual platform: online and traditional campus) reporting

directly to the Chief Operating Officer. Demonstrated ability to

successfully manage multiple job roles, functions and project plans of

various scope and complexity. Was answerable for daily leadership of

employees and students and responsible for increasing revenue while

improving service and ensuring profitability. Assumed broader scope of

responsibility due to experience level, knowledge of the business and

improvement of results.

Designed and implemented process improvement initiative, achieving over 52%

in increased online program enrollments

Increased campus enrollment 70% by restructuring marketing and campus

inquiry processes

Generated $1.9M in revenue in six months by creating, developing and

implementing the recruitment process, identity campaign, media and all

marketing collateral from ground up for the Medical Assisting Program

Enhanced the branding and recognition of the school's name within the

community through new business development, community outreach, and

aggressive networking

Hired, fired, trained, coached, supervised and evaluated an effective team

Increased enrollments by collaborating with the local/state funded programs

on establishing business relationships and grants

Campus Director 04/2013-

10/2013

Allen School of Health Sciences . Phoenix, AZ

Acted as Interim Campus Director for approximately 6 months

Collaborated with COO to implement new programs and create annual student

enrollment and operations budget

Provided leadership, oversaw and managed day-to-day operations of the

campus, marketing and recruitment for the college

Overseeing and managing the activities of the campus staff as well as

handling the negotiation activities with key administrators

Campus-level P&L management: fiscal and budgetary management

Partnered with Marketing Vendors and Analysts to manage marketing campaigns

Implemented policies for the operations and procedures of the institution

Served as custodian of records, established policies and procedures related

to the maintenance of student records as required by federal and state law

Monitored compliance with all applicable federal and state laws and

regulations related to the operation of a private post-secondary school

Director of Admissions 08/2008-01/2012

Everest University Online . Tempe, AZ

Excelled in personal performance and assumed broader scope of

responsibility six months after hire. Sales script was used for training

purposes and utilized company wide. Developed and customized training

sessions, tools and materials for site wide new hires and conducted on

going trainings for tenured reps. Had an active role in project planning

and management for every initiative implemented by Corinthian Colleges

working with planning teams across the country to create plans consistent

with product assortments and key initiatives. Organized and directed the

trainings and implemented all initiatives for the Tempe, AZ site.

Exceeded budget by 39% in first six months of employment

Top Director for 3.5 years- led team that exceeded budget by an average of

51%

Collaborated with the Regional Director to ensure planned budget by

developing and implementing admissions goals and strategy

Monitored, tracked and managed leads using Everest guidelines and tracking

system

Ensured budgets were met for each program including student referrals and

retention

Managed daily and weekly management reporting packages

Identified potential problems and solutions through effective analysis of

reports

Hired, trained, motivated and led an effective cross functional team

Provided on-going coaching, observations and motivation of reps to achieve

objectives by providing tools and creating metrics that encourage

individual and team development

Responsible for the management and results of the Admissions team in

accordance and compliance with company policies, procedures, regulatory

agencies, and legal requirements

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EDUCATION

Bachelor of Arts: Criminal Justice 05/2008

California State University, Stanislaus . Turlock, CA

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