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Las Vegas, Nevada, United States
October 20, 2016

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**** ******** **** *****

Las Vegas, NV 89135



Experienced team leader and customer service professional with a proven track record in fostering and nurturing long-term client relationships. Ability to develop and implement feasible training programs and corrective actions, along with an ability to effectively lead cross-functional teams toward expanded knowledge and services has led to ongoing career progression.


Master’s in Healthcare Administration - 2014

BS in Business Administration/Healthcare Management - 2012

AS Business Administration/Management - 2009

Kaplan Admissions Management Program

Team Leader


Customer Service Team Lead

Employee Training

Relationship Management

Process Implementation

Strategic Planning & Analysis


Medical Billing

Medical Technology



Kaplan College – Las Vegas Campus April 2014- Present

Premier Admissions Representative/Admissions Manager

Meet enrollment goals for assigned target recruitment area

Travel on behalf of the College for recruitment and other college related events

Speak publicly to individuals, groups on and off campus

Develop and maintain close working relationships with key secondary school constituents.

Assist in the development and maintenance of the admissions office’s recruitment and marketing plan with the purpose of promoting the College’s visibility and general recruitment efforts.

Assist in the development, maintenance and execution of the department’s communication plan to prospective and admitted students.

Evaluate and execute admission decisions on applicant files

Supervise and manage the support staff of the department

Develop and monitor statistical reports to enhance recruitment strategies, yield management, forecasting, and operational efficiency.

Other duties as assigned.

Experience with CampusVue

Proficient with Microsoft Office

Excellent communication and interpersonal skills

Ability to communicate accurately and positively by telephone, e-mail, and other media to a wide variety of individuals including students and internal customers

Ability to follow processes, work effectively on a team, and maintain a positive attitude

Ability to quickly learn how to use a database management system

Skilled in time management and able to meet deadlines

Enthusiastic, outgoing, and confident

Willing and able to take direction

Successfully manages change

Kaplan University 2006 to March 2014

Associate Director of Admissions

Strong recruiting and admissions experience at the University level

Strong professional initiative with excellent leadership, administrative and communications skills

Excellent interpersonal skills and ability to establish positive, respectful rapport with students, faculty and other professionals at a national level

Excellent organizational skills with attention to detail, organization and skilled use of computer databases

Capacity for financial management and budget preparation

Ability to work under pressure in a very busy environment and manage multiple complex initiatives that overlap in time

Flexibility and team building skills

Job dedication and willingness to manage and attend events in the evening or on weekends or at out of town venues

Responsible for assisting the DOA in supervising, monitoring, and analyzing performance; identifying performance trends and opportunities; and delivering individual and team feedback through coaching and training to assist the Department and the school in meeting strategic objectives. Worked with other school departments to assure that new students receive exceptional service, as well perform the duties of an Admissions Representative which included recruiting, enrolling and starting students. As an Associate Director it is important and required in conducting all admissions activities with the highest integrity and business ethics while adhering to state, federal, and Kaplan, policies and regulations

Graduates and Military Specialist Office of Returning Students

As a representative of the University, assist graduates as well as Veterans, Active Duty Military, Military Spouses, and Reserves for re-entry into an academic environment.

Advise and counsel military students through the re-admissions process, and facilitate the collection of required admissions, and required military documentation.

Operate within, and have a deep knowledge of, all Federal and State regulations on admissions, as they relate to military members.

Maintain consistent contact with current and prospective students, in order to provide the highest level of customer service, and to deliver accurate, and timely information regarding academic programs, applications, enrollment procedures, and requirements.

Actively participate in training programs for self-improvement, and for professional development.

Through diligence and communication, ensure prospective students have realistic expectations regarding their course of study, and that they adhere to all of the requirements of Kaplan's Admissions Code of Conduct, and the University’s core values.

Act as liaison between Admissions, Financial Aid, Academics, and Administration to foster communications, and positive group dynamics.

Conduct in-person and telephone interviews with prospective students to evaluate each student based on his/her needs, desires, interests, qualifications, motivations, and commitment.

American Express 1997 to 2006

Champion Retention Accounts Team Manager

Processed 75-100 daily transactions in the Save a Card Member unit that included both incoming inquiries, and outbound calls to Card members. Provided excellent customer service by determining the best avenue for resolving Card member issues. Responsible for retention in a monitored environment, and for consistently meeting established sales performance goals.

Customer Focus Sales Representative

Enhanced customer relationships with American Express by offering specific products and services that targeted customers through a consultative sales approach on inbound customer service calls. Developed a keen ability to identify the unstated needs of customers. Provided strong organizational skills, and attention to detail, to work effectively and efficiently as a member of the customer service team.

Team Lead Trainer

Maintained oversight of all of the call service functions. Planned, directed, and implemented customer service procedures in accordance with all policies and directives. Developed reports and performance trends for trainees, and formulated plans and recommendations with specific actions or remedies, as necessary. Provided regular developmental feedback to successfully achieve or exceed business goals. Built a cohesive team by creating and maintaining tools, job aids, and training materials to assist trainees in carrying out assigned responsibilities. Collected, and analyzed operational readiness reports in support of process, systems, and policy redesign. Managed cross-functional projects that supported the business strategy.

Training Facilitator Manager

Supported the on-the-job training process for newly hired Telephone Service Center associates; by assessing readiness levels, and the ability to meet accepted service standards for handling Card member inquires related to billing statements, Card benefits and Services, new products, and internet services. Adhered to policies and procedures for resolving inquiries, and providing customer information. Ensured that the proficiency levels of the technical systems met accepted standards. Respond to technical and procedural inquiries during trainee calls with customers, and provided regular feedback regarding goal attainment for each call. Developed action plans to improve identified areas of opportunity to further ensure that service level goals were met. Worked with Team Leaders to insurer that trainees were continuing to perform at accepted levels following their release from training.

Parker Accounting 1996-1997

Assistant Accountant

Duties included responsibilities for client communication, general accounting, bank reconciliation's, journals, sales tax computation, payroll tabulation, payroll reports and computer entries for financial statements and use of 10-key adding machine.

Alvarado Hospital-San Diego, California 1994-1996

Medical Staff Coordinator

Responsible for coordination and oversight of the Medical Staff Services Department, including physician and allied health credentialing and recredentialing, meeting management, flow of information from medical staff committees through the Medical Executive Committee and the Governing Board. Assist with JCAHO Survey preparation for the medical staff/leadership function, including staff and medical staff education regarding accreditation standards. Work closely with medical staff leaders, hospital administration, and legal counsel with regard to medical staff and bylaws issues.

Children’s Hospital-San Diego, California 1990-1994

Doctors Executive Secretary - Hematology/Oncology

Function as a secretary/receptionist performing a variety of highly skilled duties, all of which are highly confidential. Provide administrative secretarial support for physicians and staff. Provide coverage for the all Oncology Services areas as needed. Schedule office visits, surgical procedures and ancillary testing according to practice/organization guidelines. Coordinate meetings and travel. Type, transcribe, processes correspondence and performs general office duties. Maintain positive relationships with patients and co-workers. Provide administrative support beyond patient care to the department.

University Hospital-San Diego, California 1984-1990

Unit Secretary

Duties include standard administrative responsibilities, such as answering phones, making copies, scheduling appointments and maintaining supplies. Additionally, admit patients, administer and maintain patient records, break down medical charts for record keeping and coordinate billing. Communicate with the clinical staff to ensure all appropriate patient information is gathered. Responsible for typing up discharge instructions for patients and families. Required extensive knowledge of computer and medical terminology.

Patient Admitting Coordinator

As a Patient Admitting/Referral Coordinator I was responsible for accurately collecting clinical data for preadmission review and marketing of the Hospital Network to professionals and the community as well as act as a Liaison between patient and hospital prior to admission.

Surgical Pathology Secretary

Responsible for secretarial and clerical duties necessary to maintain high quality and efficient daily operations of the Clinical Laboratory. Transcribed rough and final draft versions of tape recorded and handwritten material. Rules of grammar, spelling and punctuation are always followed. Proofread work and makes corrections accurately. Accession GYN cytology and pathology consult cases. All information is entered accurately. Consults are accessioned within one hour of receipt in the Department. Appropriate billing codes are always added. Distribute final Cytology and Pathology reports to the correct physician/location by the end of the day. Monitors and follows up on any undelivered report within 24 hours. Prepare requests for material to be sent to other institutions. Maintain appropriate records to enable tracking of all material. Prepare material for conferences in an organized timely fashion for easy review by the pathologist.

Jackson Memorial Hospital-Miami, Florida 1981-1984

Unit Secretary

Duties included standard administrative responsibilities, such as answering phones, making copies, scheduling appointments and maintaining supplies. Additionally, admit patients, administer and maintain patient records, break down medical charts for record keeping and coordinate billing. Communicate with the clinical staff to ensure all appropriate patient information is gathered. Responsible for typing up discharge instructions for a patient. Knowledge of computer and medical terminology.

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