Customer Service Manager
Resume:
Andrea C. Easley
Rolling Meadows, IL 60008
*************@*****.***
Career Summary:
Dynamic, experienced leader with 5 years of indirect managerial experience with a track record of
achievements and success driving results in higher education. During my career with Pearson and Career
Education Corporation, consistently over achieved the corporation’s desired goals and objectives for me
and assisted the team at a high level in delivering the desired results sought by leadership. One year of
direct case management that involved creating treatment plans for probationers, disseminating the plan to
probationers along with the desired results and supervising the process towards completion.
Demonstrated leadership and excellent communication skills that increased student populations by
building relationships with students; collaborating with leadership, other departments and advisors. Highly
motivated and self-disciplined to perform the highest level of professionalism.
Professional Experience and Specific Accomplishments and Results:
Recruitment Representative July 2014 – Present ITT Tech, Arlington Heights, IL
• Closely assist and mentor students through the Admissions process.
• Conducts face to face interviews with prospective students, both high school and adult students to
determine their educational needs, desire, interests and motivation.
• Maintains contact with active students through graduation for school retention efforts and to actively
generate referral business from active students currently in the program.
• Responsible for facilitating Orientation and registration day activities.
• Verbally communicates approved presentations to promote programs to prospective adult and high
school students.
Educational Advisor July 2013 - June 2014 Pearson, Glenview, IL
• Performed the recruitment and enrollment of K-12 teachers nationwide into Pearson Learning Solutions
university partners Master’s degree programs using a consultative approach.
• Conducted thorough student interviews via telephone to assess if our programs can help them achieve
their educational and career goals. Maintain and update the student contact database.
• Provided continuous support to students to assist them in all phases of the new student admissions
process.
• Utilized a CRM (Saleslogix and Laurus) for student contacts.
• Conducted program presentations to prospective students via online webinars 3 to 4 times a month.
• Consistently meet enrollment and retention goals.
• Demonstrated knowledge of all products, programs, and procedures in order to answer all questions or
concerns and advise prospective students accordingly.
• Developed and maintain an ongoing trusted relationship with prospective students from enrollment until
graduation.
• Award of Excellence NSU MATL August 2013 Session Highest retention.
• Award of Excellence NSU MATL & MEAL January 2014 Highest Start Goal.
Admissions Advisor B August 2009 - July 2013 American InterContinental University - Chicago, IL.
• Responsible for contacting students in coordination with the Director of Admissions to complete
acceptance calls in order to improve start show rate percentages and assist with obtaining documents.
Responsible for student success from inquiry to graduation, which includes 1st session, 1st quarter
retention and graduation.
• Met goal in March 2012 with an 80% show rate starting 5 out of 6 students. In April, August and October
2012, showed tremendous improvement with a 100% show rate starting 5 students each start. Overall
show rate for the 2012 year was 77%, starting 33 out of 43 students.
• July 2012, was 1 out of 5 advisors on CLB 12 responsible for 75% of students starting at 64.86% show
rate. By achieving these metrics, I was able to overachieve the companies’ desired results for me and
assist the team at a high level in delivering the desired results sought by leadership.
• Start Committee- Reinforcing the students’ commitment to help the team achieve a higher show rate.
• Advisory Leadership Council- Bridging the gap between advisor and management. Chosen by the
National Director of Admissions.
• Collaborated with Campus Director of Admissions and Student Manager to continually improve
enrollments, starts and show rates.
• Executed morning stand ups by setting clear daily expectations for individuals as part of the team and
following up throughout the day.
• Regularly mentored advisors on time management and the stitch in process to ensure they are
accomplishing Universities monthly goals.
• Conducted trainings regularly for underperforming admissions advisors to enable them to fully grasp the
concept of the stitch in process, which requires the advisors to bridge students to their education.
• Upheld all policies of the University with integrity and hold other members of the organization
accountable for doing the same.
Security Guard December 2008 - August 2009 Premier Security - Chicago, IL.
• Patrolled assigned areas: checking for fires, vandalism, suspicious activity or persons or safety/fire
hazards. Responsible for ensuring a safe facility at all times. Addressed safety concerns and disbanded
hazards as necessary.
• Investigated and/or report hazards, unusual or suspicious circumstances to supervisor for correction or
follow- up actions with the ability to write clear, concise and thorough reports, including daily activity,
incident and theft.
• Identified internal and external theft and security through the use of industry technical triggering devices
such as CCTV.
Case Manager September 2007 - November 2008 Aunt Martha's Youth Service Center- Elgin, IL .
• Utilized creative and experimental techniques to meet the learning need of each youth.
• Investigated cases, interviewed parents, guardians, lawyers or other individuals representing a juvenile.
• Recommended probation or parole terms to the judge, attended court hearings and prepared pre-
dispositional reports and filing motions for probation violations.
• Ensured that youths followed through on court appearances, community service and payment of fines;
called upon to schedule drug tests and/or search a youth's property, conducted counseling sessions
covering such issues as anger management, social skills and drug abuse. • Provided crisis intervention
and remained on-call during nights and weekends when a crisis arises.
Education:
Saint Xavier University 12/2006
Bachelor of Arts in Criminal Justice
Bachelor of Arts in Sociology
Certifications and Training:
• Communicating with Impact 2011
• Admissions Essential for Success 2011
• Code of Ethics & Business Conduct 2011
• Information Security- Data Protection Essentials 2011
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