Client Services, Education Sales, and Program Analysis Professional

Alicia L. Robinson

United States Military Veteran

Eligible for Federal Clearances

Mesquite, Nevada

*********@*****.*** – cell: 614-***-****

EDUCATION

Doctor of Business Administration, Doctoral Candidate, Franklin University

Master of Education Adult Education and Training, University of Phoenix

Bachelor of Science in Business Administration & Process Analysis, Franklin University

PROFESSIONAL MEMBERSHIPS

United States Coast Guard Auxiliary

Together We Served (TWS)

Veterans Affairs National Homelessness Project

CERTIFICATE

Graduate Executive Project Management Certificate Program

Project Management, Risk Management, Change Management, Request for Proposal (RFP), Writing Proposals

KNOWLEDGE and SPECIALIZED TRAINING

Call Centers & Customer Contact Centers

Coaching, Mentoring, Training

Human-Centered Design

Centralized / Decentralized Organizational Structures

CSAT Analytics / Quality Call Review

INSIGHTS DATA COLLECTION APPROACHES

1:1 Interviews

Questionnaires

Online Surveys

Document Review

ADDITIONAL TRAINING

General Administration Services Federal 508 Compliance

Health Insurance Portability and Accountability Act (HIPPA)

Family Educational Rights and Privacy Act (FERPA)

Communications Platforms:

Zoom, Connect Pro, Microsoft Teams, Slack, WebEx, Go-To-Meeting

Technical Knowledge

Microsoft 365, Adobe Acrobat, SharePoint, Salesforce, ServiceNow, Jira, Confluence, Smartsheet, Zendesk, Genesys

Assessment & Analysis

Risk Assessment & Analysis, Cost & Price Analysis, Financial Analysis, GAP Analysis, SWOT Analysis, Balanced Scorecard, CSAT Analysis, Qualitative / Ethnographic Research & Analysis, Descriptive Analysis, Exploratory Analysis

Technical Knowledge

Change Management, Project Management, Agile SAFe, Software Development Lifecycle (SDLC), SCRUM

WORK EXPERIENCE

Doctoral Pre-work 05/2022 – 02/2023

Change Management / Training Federal Projects: digital, healthcare 06/2020 – 02/2022

Developed Change Management protocols & artifacts for project teams and clients

Created and edited high-level visuals and workflows utilizing various platforms

Sorted technical information and data analytics into well-organized formats for training

Submitted and presented original reports with validated hypotheses for empirical research

Electronic Health Record Modernization Project

Pursed Advanced Education - Doctoral Candidate & Researcher 01/2019 – 05/2020

A Nexus of a Call Center Sustainable Competitive Advantage (SCA) Through the Lens of Heirchy &Inclusivity

Comcast Corporation

Virtual Repair / Technical Support Specialist 08/2017 – 12/2018

Conducted research and assessed customer needs, identified sales opportunities utilizing Salesforce

Managed 80> calls daily, delivering customer service, conducting needs-based sales & technical support

Assessed and trained customers on platforms bridging gaps in knowledge, increasing stakeholder retention

Managed scheduling for Zendesk order/ inventory tracking system, ensuring accuracy

Audited assigned customer accounts (60-80), ensuring accurate data entry and submission of documentation

Managed all call escalations, balancing decisions within the scope of departmental processes & customer needs

KP Call Center Services, Client

Volunteer: Startup Researcher & Training Consultant 06/2016 – 07/2017

Provided business insights & health of the startup through risk assessments, leadership, and employee assessments

Analysis & dissemination of research patterns identifying clear and compelling validation of data for accuracy

Scheduled & facilitated meetings with business owners and staff utilizing desired communications platforms

Created online documents and workflows for service calls and wellness site activities

Vanguard Financial Services / Randstad

Intermittent Portfolio Customer Service Representative (Temporary) 11/2015 – 05/2016

Managed a business pipeline of 60-70 accounts daily and maintained tracking system

Researched & managed small business, government, organization, and education account pipelines

Interpreted institutional federal regulatory statutes & agreements associated with client performance

Managed portfolios on a SaaS (Fintech) in conjunction with the Fintech technology

Completed mutual fund transactions & alternative Vanguard Funds to enhance client portfolios

Calculated portfolio interest to confirm the accuracy of institutional and individual investment accounts

Managed & fund existing ETFs, Mutual Funds, and Traditional & Roth IRA range $1k to $100k in assets

Independence University

Remote Higher Education Admissions Consultant (Military/Civilian) 12/2014 – 09/2015

Managed 66 student accounts & call pipeline of 52-65 calls daily (dialer)

Identified needs of potential students, maintaining a 96% recruiting (sales) goal

Interviewed & assessed student competencies per institution requirements for the desired program

Researched, compiled, and documented daily, weekly, and monthly performance statistical goals

Fostered protocol for new student admissions platform implementation for recruiting & tracking purposes

South University

Higher Education Admissions Representative 08/2013 – 11/2014

Manage 42 student accounts & in/outgoing call pipeline 52-65 calls daily (dialer)

Strategic Consulting and recruitment (sales) of students, maintaining a 94% goal

Identified student needs, strengthened relationships, and aligned recruiting efforts to policy and procedure

Interviewed & assessed student competencies per institution requirements for desired programs

Researched, compiled, and documented daily, weekly, and monthly performance statistical goals

JPMorgan Chase

Financial Advisor, Business Card Services (Temporary) 04/2012 – 11/2012

Managed a business pipeline of 60-70 accounts daily, offering products and services.

(Needs-Based Sales) reviewing 10ks & 990s for consumption and trends to document financial position

Conducted account review to determine creditworthiness for credit line increases

Managed promotional & asset accounts for opportunities, increasing revenue ranging between 10k - $900k

Analyzed client account performance data to measure spending through predictive analysis modeling

Provided technical support and platform guidance

High School Student College Writing Success Coach (Unpaid) 08/2011 – 03/2012

AT&T Corporation

Sales Consultant [1998 – 2000 BellSouth] [6 years total telecom] 10/2008 – 07/2011

Managed 90+ calls and accounts, recruited & generated revenue through new customer acquisition

Reviewed account activities on existing accounts for needs & cross-selling opportunities

Nominated to the Special Wireless Team Sales Workflow, streamlining business processes

Confirmed terms of misinterpreted technical & product service agreements

Conducted side-by-side and remote call monitoring, ensuring compliance & meeting metrics

Managed call escalations and resolved order conflicts for consumer accounts, resulting in 100% accuracy

Generated statistical progress reports reflecting the business progression for sales, taxes, and fees

Conducted competitive market research, delivering information affecting user experiences to call center teams

Contact this candidate