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Customer Service Executive Director

Location:
Bellview, FL, 32526
Posted:
November 24, 2023

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Resume:

EDUCATION EXECUTIVE AND LEADER

Dedicated student-focused education professional with over 25 years of proven success in the management, training, instruction, and retention of staff and student populations at the for-profit Collegiate level. Possesses comprehensive knowledge of accreditation, compliance, and auditing procedures. Builds rapport across departments of the institution and works in conjunction with each to satisfy corporate objectives.

●Leadership

● Effective communicator

● Academic Trainer

● Management

● Forecasting strategies

● Budget development

● Fiscal management

● Customer Service

● Human Resource Management

● Canvas LMS

● Campus Vue/Campus Nexus

● MS Office Associate, Cert

PROFESSIONAL EXPERIENCE

August 2022-Present Adjunct Instructor/Student Advisor ● NUC University- Florida Technical College, ONL Campus

Virtual classroom instruction for adult learners in the areas of Business, MS Word, Excel, and PowerPoint, as well as General Education. Duties include hosting weekly live conferences, daily monitoring of student attendance, participation in the discussion board, timely grading of assignments, student advisement, responding to student communication, and final grade submission. At the end of each course, I complete a classroom assessment to evaluate the development of the learning outcomes as they are aligned with the course competencies and learning goals. Additionally, participate in faculty meetings and training, faculty development opportunities offered by the college, as well as outside sources. I work in collaboration with the Online campus leadership, as well as the campus leadership teams in the retention efforts of the students by contacting and calling students who are having issues with attendance and/or coursework.

September 2017-July 2022 Executive Director • NUC University- Florida Technical College, Lakeland

Campus administration and management of all departments at the campus in meeting all benchmarks and budgets. I was responsible for performance management, budgeting, compiling data, reporting, and presentation to upper-level management, as well as adherence to all local, state, and federal policies laws, and directives. Responsible for coordination, training, document/file collection, and review for compliance audit to move from national to regional accreditation with MSCHE; successful in completing audit with zero findings. Increased staff retention by 58% in the first year and maintained department directors for over 3 years, effectively driving campus population growth by 11% year over year. Met/exceeded EBITA by 15% annually FY 18-21.

June 2021-April 2022 Interim Executive Director ● NUC University- Florida Technical College, Tampa

Managed new campus in conjunction with primary campus; hired all staff and admissions teams for the campus. Secured bids and negotiated contracts for the buildout of the new Medical Assisting Lab, selected all materials, including flooring and cabinetry for the lab, and ordered all furniture and supplies. Completed internal compliance audits with zero findings for both campuses.

June 2012-January 2017 Regional Dean/Corporate Director of Management and Training • ECA.

Identified training needs through assessment, survey, meeting with constituent groups, interviews, and consulting with HR on organizational requirements to design and deliver training for upper academic managers within the organization. Designed new training programs for Deans, and program directors; migrated training for instructors into Canvas LMS. Member of team responsible for training campus leadership and faculty of 38 Kaplan ground campuses during acquisition; monitored retention and performance metrics across the 70 campuses of ECA. Developed a relationship between academics and career services to improve extern-to-hire percentages from 7% to 35% in the academic years 2015-2016 & 2016-2017. Successfully decreased employee attrition at the Dean level by 75% over PY 2015 and maintained a percentage through 2017. Trained campus admissions team in entrance exam testing processes and policies, as well as order and distribution of Wonderlic entrance exam banks for the company. Worked with the audit team to conduct internal audits, as well as on-site compliance audits with ACICS and, ACF.

January 2009-June 2012 Academic Dean • Virginia College, Pensacola, FL

Chief Academic Officer of the campus. Direct management of key positions of program directors, student services, library, and registrar, as well as successful management of retention of the student population. Met ACICS accreditor retention benchmark of 70% for campus 3 consecutive years. Successful in accreditation audit CAHEP for Surgical Tech Program; maintained FBON accreditation and 80% pass rate for LPN program. Ensured campus met corporate benchmarks, adhering to and in compliance with federal, state, and accrediting body policies and directives.

July 2005-December 2008 Director of Student Services-Virginia College, Biloxi, MS

I was responsible for support services/resources for the student population, including advising, transcript review, location of support resources for students, scheduling, program management, course instruction, textbook distribution, classroom observations and instructor feedback, and student retention metrics. I assisted the IT manager in creating a new scheduling program for the campus. Met student retention goals; awarded $5K for campus; coordinated student support, supplies, and counseling post-Katrina.

EDUCATION

Grand Canyon University, Phoenix, AZ

MS Mental Health and Wellness. 11/2021

Virginia College, Birmingham, AL

MS Business Administration 09/2009

Friends University, Wichita, KS

BS Computer Information Systems 07/2004



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