Alana Gillespie

(***) ***- ****, ad1fy8@r.postjobfree.com

Experience:

****-******* ****** ******* ********, NY Director of Admissions

Responsible for new student recruitment.

Train, supervise and evaluate staff of high-performing Admissions Agents and support teams.

Create and direct sales team training and development programs.

Cultivate strong professional relationships with key clients to drive long-term business development.

Actively participate in career fairs, advisory panels and college consortiums.

2019-2022 Hercules Corporation Hicksville, NY Customer Service Supervisor

Managed a team of 12 customer service agents to meet regular deadlines and strategy goals, communicated job expectations, performed appraisals and job reviews.

Answered customers’ questions, resolved problems, and maintained customer satisfaction by providing problem-solving resources.

Designed processes and initiatives to improve customer service quality by conducting research, and established metrics to monitor and analyze results.

Recruited, selected, trained and coached employees to accomplish customer service and human resource objectives.

Met customer service financial objectives by forecasting requirements, prepared annual budgets and scheduled expenditures.

Contributed customer service information and recommendations to strategic plans and reviews, and created regular reports.

Audited customer service procedures and trends and determined system improvements.

Enforced company policies and procedures through regular communication.

Updated job knowledge by participating in educational opportunities, maintained a personal network, and participated in professional organizations

2014-2018 Philadelphia Barber School Philadelphia, PA Executive Director

Directed day-to-day operations of a proprietary school.

Supervised support staff to delegate assignments, and evaluated performances to maintain high-quality performance objectives and standards.

Administered all facets of personnel policies and procedures, recruited, trained and mentored faculty and staff in best practices for administration and to carry out program goals.

Planned and implemented staff development and in-service training programs to enhance knowledge and skills.

Oversaw all enrollment paperwork and purchase transactions.

Built and oversaw a referral pipeline and protocols for orientation, registration and related activities.

Developed communication and information for regular active use within the community and referral network.

Provided counseling, case management, education and job training to a diverse client base.

Prepared actions plans to address concerns discovered through surveys, observations and conversations with stakeholders.

Upheld sound financial principles to keep programs operating within budget levels, maximized resource utilization while minimizing costs.

2008-2014 American Beauty Academy Baltimore & Silver Spring MD Campus Director

Oversaw operation of campus including hiring, coaching, mentoring and development of staff.

Provided operational management and leadership for the campus, its staff, faculty, and students, and prepared appropriate information for the development process.

Implemented strategic planning to meet the retention, graduation, placement and licensure rates required by the accreditation bodies.

Ensured campus adherence to all Department of Education and federal financial aid regulations and requirements through auditing activities.

Developed and nurtured public relations with the private and public community sectors.

Accounted for the department goals and objectives I.E. Enrollment, scheduling metrics, student satisfaction, retention, and placement.

Supervised the areas of academic affairs, marketing and recruitment, placement, counseling, financial aid and the bursar office.

Analyzed and evaluated registration proceedings to monitor increases and withdrawals in the student population.

Implemented marketing initiatives and supported staff in driving new enrollment efforts.

2003- 2007 American Beauty Academy Baltimore & Silver Spring MD Director of Admissions

Responsible for new student recruitment and exceeded monthly enrollment targets using sales and motivational techniques.

Interviewed, hired, trained, supervised, and evaluated staff of high-performing Admissions Representatives and support teams.

Created and directed sales team training and development programs.

Cultivated strong professional relationships with suppliers and key clients to drive long- term business development.

Active participant in job fairs and college consortiums.

Skills: Customer service skills, Improving and Managing processes, Strong decision-making skills, Staffing, Planning, Tracking budget expenses, Analyzing information, Developing standards, Help desk experience, Critical thinking, Public Relations, Promotion and Marketing, Google Suite, Microsoft 365

Certifications: Continued education through training in regulatory, recruitment, education and financial aid

Education: Towson University Towson, MD, Bachelor of Science in Business Administration, 2003

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