Customer Service Professional Development
Resume:
Natalie C. Alamat
Englewood, CO
Innovative, creative and results-driven professional with proven recruiting and marketing skills
Accelerator of growth and organizational success
Relationship builder and strengthener
Transformer and enhancer of performance and processes Professional Acknowledgements
• Two-time Employee of the Quarter - Bel-Rea Institute of Animal Technology
• Director of the #1 Admissions Team of the Year
• Led Little Rock Campus to #1 in admission enrollments from #8 out of 10 in just three months. Held the #1 position for two years
• Took Denver Campus from #9 out of 10 in admission enrollments to #2 in a thirty-day period
• Highest Inquiry to Student Start Ratio in company
• Exceeded annual enrollment target by 50 as a first year Director of Admissions
• Leader in Student Development and Student Enrollment as an Admissions Representative
• CRM Experience with Salesforce, Velocify, Campus Vue, and Aloha POS system Career Experience
KIPP Colorado
Recruitment Manager Denver, Co (Dec.2022 - Present)
• Providing an active presence, strategic supervision, and intentional monitoring to ensure student safety and engagement in rigorous learning (regardless of my role and its proximity to students)
• Take ownership for the development of your craft (meet 1x/1-2 weeks with a manager, implement feedback, engage in active practice, etc.)
• Meet professional obligations including and not limited to meeting deadlines and honoring schedules.
• Collaborate with colleagues and seek feedback in the spirit of continuous improvement.
• Reflect on professional practices to meet individual professional development goals.
• Assume personal responsibility for student achievement.
• Actively participate in professional development, grade level, and department meetings.
• Actively engage in all school-wide professional development.
• Serve as a positive, contributing member of a grade team, collaborating with colleagues to tackle common challenges and implement grade-wide initiatives.
• Share candid, solutions-oriented feedback with peers and leadership on a regular basis.
• Maintain strong attendance each day and be on time to all responsibilities
• Assist with both student and staff recruitment.
• Other duties as assigned
Bel Rea Institute of Animal Technology Denver, Co (May 2019 – Dec. 2022) Admissions Manager
• Oversee the hiring and development of successful college admission representatives
• Establish effective procedures to ensure students pursue appropriate channels for financial aid and complete pre-admissions requirements
• Utilize new information to determine current and future processes for admissions reps and students, including using that information in problem-solving and decision making
• Active contributor in meeting/exceeding key school metrics and goals, such as maintaining a 75% start percentage for students enrolled, achieving 94% of enrollment budgets and development of admissions representatives into management roles
• Enhance policies for effective and streamlined admissions processes
• Developed and organized a viable community outreach program for out of state students looking for student housing
• Strengthen and optimize campus relationships between staff and faculty
• Spearhead campus events and organize career fairs
• Instituted a new scholarship program to enhance the student body and attract more qualified applicants
• Created an onboarding and training program for new admissions advisors VCA Alameda East Veterinary Hospital Denver, Co (August 2020– Present) Lead Customer Service Representative / Trainer (part-time position)
• Oversee the structured training and development of new customer service representatives
• De-escalate serious conversations and problem solve with clients in stressful settings
• Execute effective customer service in a timely manner at check in and throughout entire client experience
• Determine triage priorities in an emergency setting
• Strengthen and maintain positive hospital relationships between front desk staff and medical staff
• Present and explain fees, including processing payments
• Recommend and assist with patient product selection, including educating clients on general animal husbandry and non-medical pet care
• Manage medical records, charts, reports and correspondence Parry’s Pizzeria & Taphouse Castle Rock and Highlands Ranch, CO (November 2016 - April 2019)
Restaurant Manager/Event Assistant/Server
• Employee Onboarding Specialist:
o Efficiently source, recruit, and review resumes, and perform initial interviews with candidates o Certified new employee trainer and compile and conduct performance reviews of new employees for first 90 days
• Business Management Administration:
o Develop operational goals and targets and evaluate Profit and Loss statements o Ensure Staffing Budgets and Food Costs managed to targeted levels
• Extraordinary Customer Service and Effective Complaint Resolution
• Orchestrated Community Outreach and Relationship Building o Plan Community Events with other businesses
o Assistant to Marketing and Event Director in handling Social Media and online requests o Facilitating Relationship with Local Breweries and managing 100 craft beer rotation and on- site inventory
Spartan College Broomfield, CO (April 2018-September 2018) Director of Admissions
• Quickly learned new industry including recruiting and government specifications for aviation industry environment
• Built up and energized the admissions department from three to six specialists in just eight weeks
• Increased inquiry conversion rate by 8 percentage points in two months
• Improved student start rates from 48% to 89% (enrollment to starting classes)
• Organized and executed Mile High Air Show and enthusiastically and effectively interacted with attendees and secured 10 enrollments from one event Colorado School of Media Lakewood, CO (November. 2017 – April 2018) Senior Admissions Manager
• Consistently placed in the top five of company for student recruitment, referrals and retention
• Groomed students for careers in media and broadcasting
• Drove community outreach and publicity events to drive school awareness and generate prospective students
• Ensured academic record compliance for each student National American University Centennial, CO (November 2016 – September 2017)
Senior Admissions Manager
• Leveraged efficient online application process to recruit for online education programs
• Organized the admissions process for potential students and worked with scheduling and communication for employers
• Developed networking in the community with the school and local organizations
• Invigorated relationships between the Admissions department and other departments in the school to improve student retention
Heritage College and Institute Little Rock, AR (September 2013 – July 2016) De Director of Admissions Denver, CO (July 2016 – November 2016)
• Directed the hiring and development of successful college admission representatives
• Constructed effective procedures to ensure students pursue appropriate channels for financial aid and complete pre-admissions requirements
• Utilized new information to determine current and future processes for admissions reps and students, including using that information in problem-solving and decision making
• Active contributor in meeting/exceeding key school metrics and goals, including maintaining a 75% start percentage for students enrolled, achieving 94% of enrollment budgets, and mentoring and development of admissions representatives into management roles Admissions Coordinator Fort Myers, FL (July 2012 – September 2013)
• Leveraged excellent communication skills and enthusiasm to build relationships with potential students and equipped students to effectively navigate their school application process
• Multiple Monthly and Annual MVP for top admissions/recruitment results based on national admissions performance scorecard
Windstar Country Club Naples, FL (October 2011- September 2013) Assistant to Food and Beverage Director /Server
• Corresponded with potential and current clients through email and phone calls on behalf of the Food and Beverage Director
• Assisted in the construction of creative and original decorations, such as centerpieces and flower arrangements for special events
• Created and emailed daily menus and special event proposals under the request of Food and Beverage Director
• Executed floor plans daily for upcoming events
Burroughs Home Fort Myers, FL (September 2011- July 2013) Event Coordinator/Wedding Planner
Completed financial and accounting details for all events and submitted to Event Manager
Executed planning with caterers, photographers, florists, linen companies and clients
Updated and sent financial invoices to clients and Event Manager
Acted as Event Manager’s administrative assistant answering phones, emails, arranging appointments, and served as Head Event Coordinator in absence of Event Manager Harborside Event Center Fort Myers, FL (June 2011-September 2011) Event Coordinator
Planned multiple events simultaneously to each customer’s detailed request and satisfaction
Maintained all inventory requirements
Created many decorative pieces for different events
Perfected spreadsheets through Microsoft Office
Other Work Experience
Acapulco Mexican Restaurants New Brighton, MN (October 2008 – June 2011) Assistant Manager
Awarded Employee of the Year in 2009-2010
Centerplate Catering - HHH Metrodome Minneapolis, MN (May 2007 - Dec 2009) Stand Manager
Kelber Catering - Mpls Convention Center Minneapolis, MN (August 2004 - Sep 2008) Hospitality/Retail/Banquet Staff
Education
Bachelor’s Degree-- Business Management - University of Saint Thomas St. Paul, MN 2011 Graduate
Human Resource concentration; Political Science minor Worked full-time while attending college, including Assistant Junior Varsity Basketball Coach at Breck Private High School
Played basketball at St Benedict’s College freshman year Irondale High School New Brighton, MN
2006 Graduate with honors
National Honor Society, Student Council, Class President Freshman – Junior years, Class Secretary- Senior year, Peer Mentor and Peer Speaker 2004-2006, three sport letter achiever including All Conference Basketball and All Conference Academics
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