Customer Service Representative
Resume:
Anita R Thompson
Merrillville Indiana 46410
ad31s1@r.postjobfree.com
CAREER SUMMARY
A dedicated professional with a successful track record of managing campus divisions to exceed targeted goals. Experienced at motivating others to achieve results, developing strategic plans, assessing competition, and working with all levels of the organization in defining strategy and operational tactics. Particular strengths include providing the vision and leadership to grow existing businesses, to start new businesses, and to turn around poorly performing businesses. EDUCATIONAL BACKGROUND
Master of Management: Higher Education Administration Morris Graduate School of Management, Chicago, Illinois April 2012 Bachelor of Business Administration: Management
Robert Morris University, Chicago, Illinois February 2004 PROFESSIONAL EXPERIENCE
Manager on Duty / Sleep Expert
Mattress Firm / Sleepy’s August 2015 to Present
● Primary objective meet or exceed daily sales goals.
● Educate public on the benefits of proper sleep as well as the adverse effects of lack of sleep.
● Provide exemplary customer service to guest.
● Create and maintain daily reports for each location I’m assigned to manage that day.
● Daily bank deposit
Customer Service Representative
Teleperformance, Hobart IN. September 2013 to August 2015
● United Healthcare/AARP
Help new clients to enroll into AARP membership and subsequently into various health and pharmacy plans.
Help existing client with billing questions, locating physicians and pharmacies within their plan.
● Blue Cross / Blue Shield of North Carolina
Explain health care reform to current and prospective Blue Cross clients
Scheduled appointments for clients to meet with insurance agents.
● H&R Block Product Support
Assist clients with the purchase, installation and function of H&R Block online and software products Director of University Communication Centers
Robert Morris University, Chicago, IL October 2006 to June 2012
● Responsible for all online and telephone recruitment functions for 5 locations.
● In charge of developing and executing the strategic plan, allocating resources, generating interested inquiries, researching and adapting to trends in the market, analyzing P&L statements and determining future budgets, and training and developing staff members
● Primary focus was mail in applications.
● Increased starts from mail in applications 18% over previous year. 1
● Liaison between students, high school guidance counselor and RMU admissions team.
● Maintained guidance counselor and student web portal
● Engaged high school students via personal visits to their high school, or with various other communication vehicles such as facebook, twitter, texting, email, postcards and telephone
● Primary responsibilities include: managing 7 full time enrollment specialists, 2 full time and 3 part time institutional switchboard operators 19 part time recruitment specialists, 1 associate director and 1 supervisor and a $1.6 million budget, and developing comprehensive recruiting and retention strategies with the goal of increasing full time enrollment.
● Improved the institutional academic standings by recruiting students with higher academic ability, raising the average GPA of the incoming class from 2.4 to 2.7, and the average ACT from 16.5 to 19
● Increased out of market student body by 6%
● Lowered the default rate from 9% to 6% by recruiting students with higher EFC scores, improving student matriculation to graduation, and supporting the default prevention team in following up with at risk students
● Increased leads by 86%, campus visits attendance by 45% and applications by 73%. Subsequently, the Chicago campus enrollment increased 7% in 2006, 19 % in 2007 11% in 2008 and 15% in fall of 2009 Associate Director of Admissions Information Systems Robert Morris University, Chicago, IL October 2005 to October 2006
● Promoted to Associate Director to oversee the five campus admissions support departments for the main campus and 4 branch campuses. Staff consisted of 51 enrollment specialist, four switchboard operators, and five department Supervisors.
● Managed a budget of over 2.6 million dollars.
● Designed new sales strategies and tracking systems for the organization.
● Responsible for building an effective efficient team, developing and implementing continuous improvement plans.
● In conjunction with the Vice President of Information Technology developed a user friendly data base system that enabled management to track both the lead and the progress of the Enrollment Specialist
● Member of Institutional Marketing Team
Senior Online Admissions Counselor
Robert Morris University, Orland Park, IL March 2004 to October 2005
● Was asked to spearhead the University's new online admissions process coupled with a telephone recruitment process.
● Received accolades for effectively increasing new student enrollment at a higher rate than 95% of the inside Admission Counselors.
● Within four months became the leading telecounseling organization in the college system. Exceeded the applications goals by 30%, established a conversion ratio of 40% twice the expected outcome of the University's previous effort. Scholarship Advisor ~Default Prevention Specialist Robert Morris University, Chicago, IL March 2003 to March 2004
● Managed 18 million dollar scholarship budget
● Increased student awareness and utilization of scholarship opportunities by more than 50%.
● Researched new scholarship opportunities in addition to the scholarships offered by the university
● In less than six months RMU students received over $50, 000 in outside scholarship monies as a direct result of the Scholarship Department's efforts
● Tracked delinquent former RMU students in order to inform them of their loan repayment options
● Liaison between the student and Sally Mae and/or other loan facilitators
● Reduced the student loan delinquency rate from 26% to 11% within a matter of months
● Developed comprehensive financial aid strategies that lead to increased enrollment and lowered the attrition rate 2
ADDITIONAL EXPERIENCE ~ INTERNSHIPS ~ COURSEWORK
Internships
Robert Morris University, Chicago, IL June 2002 to June 2012
● Academic Advising
● Financial Aid
● Student Records
CourseWork
Robert Morris University, Chicago, IL June 2002 to June 2012
● Human Resource Management MBA program at Robert Morris University.
● Passed the Illinois Basic Skill Exam.
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