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Customer Service Manager

Location:
Glendale, AZ
Posted:
February 24, 2015

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Resume:

melissa machuca

Phoenix, AZ 520-***-**** acoghs@r.postjobfree.com

Profile

Solid background in maximizing and allocating resources, customized solutions, and customer

satisfaction w ith strong emphasis in organizational management. Experienced in dealing w ith

d iverse audience, as well as building rapport and managing cross-functional teams. M ul tilingual

l eader who performs well in multi-cultu ral envi ronments.

Core Competencies

Business Acumen Personal Learner Results Oriented

Developing Others Motivating Others Total Work Systems

Solution Provider Organizational Agility Command Skills

Innovative Managing Vision Resource Management

Experience

APOLLO GROUP, INC., Phoenix, AZ 2001 to Present

Director of Student Services Western International University 2010 to present

Responsibilities:

• Operational performance for enrollment, student and financial services departments

• Restructured the student advisement team (enrollment, academic and financial services) for greater

efficiencies, achieving 30% increased productivity with 50% reduction in staff.

• Managed four instate locations

Achievements:

• Created and implemented innovative leadership strategies cross departmentally, leading to reduced

percentage of student complaints

• Developed and implemented West Mentoring and Leadership Program, resulting in 30% increased

p romotions to a higher performance level

• Managed Business Development unit and consistently exceed lead generation and revenue projections

by 120%+

• Co-Developed and implemented a career progression model using Lominger competencies

Associate Director of Enrollment U niversity of Phoenix 2009 to 2010

Responsibilities:

• Created and implemented a successful coaching methodology

• Managed three instate locations

• Managed Specialty Teams, Healthcare, Education, International Performance Award for 4 th Quarter

2008

Achievements:

• Exceeded Team Goal by 125% Consistently

• Transitioned Enrollment teams into a proactive Enrollment Strategy

• Exceeded Education and Helping Professions Budget to 115% Consistently

• Number one ranked Senior Enrollment Manager in the nation out of 450

E nrollment Manager University of Phoenix 2007 to 2009

Responsibilities:

• Managing, developing, and measuring the output of an enrollment team of 16

• Built cross functional teams to deliver outstanding student service

Melissa Machuca’s resume Page 1

melissa machuca

Phoenix, AZ 602-***-**** acoghs@r.postjobfree.com

• Diffusing escalated student issues

• Organizing and presenting data for weekly performance meetings

Achievements:

Exceeded Team Goal by 140% Consistently

• Inf luenced and changed processes for Healthcare programs - MSN/FNP, LPN/BSN

• Implemented Student Tracking System

• Built Strong Relationships With all Departments

• Implemented Quarterly Planning for Team

Enrollment Counselor University of Phoenix 2001 to 2007

Responsibilities:

1. Effective Mentor, Coach, Trainer

2. Continuous Customer Service Satisfaction

3. Responsible for Corporate Relations

4. Responsible for Lead Generation / Corporate Training

Achievements:

• Top 11% in the Nation of 1,450 Counselors

• Top 1% in Southern Arizona

• Consistently Exceeds Personal Goals by 150%

• #1 Lead Generator Southern Arizona

• Created Solid Corporate Business Relationships within Southern Arizona terri tory

Education

UNIVERSITY OF PHOENIX, Tucson, AZ 2004

Master of Business Administration/Global Management

2001

UNIVERSITY OF ARIZONA, Tucson, AZ

Bachelor of Arts/Political Science

Awards

• Top Senior Manager for three consecutive quarters (2008),

• Top Associate Director for three consecutive quarters (2009-2010),

• Top Performer as an Enrollment Counselor ( 2002-2005)

Abilities

• Multilingual (English, Spanish, and I talian)

Community Involvement

Coordinator of Hispanic Catholic Renewal, Member of Board for Youth Catholic Leader’s, Motivational Public

Speaker, Volunteer with Catholic Services, Member of the Hispanic Chamber of Commerce, Business Women’s

C lub, Life Coach, TedX professional speaker

Melissa Machuca’s resume Page 2



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