Strong leadership in the areas of process improvement, people management, operational performance, marketing and business foresight. Seeking a senior role in either Business Operations or part of an Executive Leadership team and use my creativity, education, entrepreneurial mindset and experience to lead, challenge and motivate.
-Business and Marketing Insight
-Cross Functional Leadership
-Contact Center Management
-Call Center Implementation
-Business to Business Partnerships
Contact Center Operations: Director in charge of all areas of people management, including developing strong teams through full cycle recruiting, training, monitoring existing and creating new business processes and procedures. Designed and analyzation of staffing levels and all Key Performance Indicators (KPI’s) via a call center of 50+ employees. Through a combination of these efforts, my department became the highest producing department in the company, increasing customer contact rate by 15%, appointment show rate by 20% and purchase decision by 25%.
Marketing Content/Strategies: Developed successful content and strategies for Facebook, Instagram, Snapchat and landing pages to attract new customers. Wrote produced and starred in informational videos, voice-overs and strategies to increase brand awareness. These initiatives increased our social media presence by 30% and improved lead generation by 35%.
Employee Management: Manager of quality assurance, supervising, full cycle recruiting, onboarding, training, monitoring existing and creating new processes, analyzing the effectiveness of all Key Performance Indicators. Improving employee productivity and effectiveness and championed my department to become the highest achieving sector in the company, increasing customer contact rate by 15%, appointment show rate by 20% and overall sales by 25%.
Project Management: Planned, designed, tested and managed under budget, the first Remote Contact Center program in Carrington College history to its full and successful implementation. Trained employees and senior managers on working via a virtual environment. The project greatly reduced overhead costs and saved the company $200,000 in operational costs year over year.
Interpreting Analytics/Taking Action: Strong ability to relay and interpret analytics and trends, coupled with monitoring of customer interactions. Formulated a new way to approach prospective client conversations to motivate and inspire immediate action. The results achieved from this was an appointment show rate that went from an average of 40% to a much improved average of 80%.
Employee Retention and Engagement: A strong belief in succession training and employee engagement. A management style that yielded a 90% overall employee engagement score and held the top spot in all employee engagement metrics via an anonymous company-wide engagement survey. The survey takes employees individual answers and engagement metrics over 19 separate locations. Also was recognized for having the highest rate in the organization of direct report promotions and highest rate of employee retention of any leader in the company.
Spartan College of Aeronautics and Technology
Broomfield, Colorado 10/2018-10/2019
Director of Admissions and Operations
Created on going daily operations by evaluating trends, establishing critical measurements and key performance indicators, improving production, productivity, quality, customer service strategies and implementing change.
Handled all areas of employee management through full cycle recruiting, interviewing and training/development through daily, weekly and annual coaching and evaluations.
Accomplished employee objectives by determining accountability's, communicating and enforcing values, policies, and procedures and implementing and monitoring employee KPI’s.
Provided short- and long-term forecasting and reports to executive team and investment board of directors through analysis, and interpretation of data.
Tracked and assessed the success rate of leads through traditional and nontraditional marketing sources and gave recommendations for improvement.
Handled lead distribution and managed the full tracking of call cadence objectives of employees.
Director of a team that brought in 8 million in new sales.
Carrington College (Adtalem Global Education)
Phoenix, AZ 2/2010 – 10/2018
Assistant Director of Enrollment/Contact Center
Senior ranking Assistant Director and part of a leadership team tasked to design and implement Carrington College’s new Contact Center. Worked closely with the Enrollment/Marketing Divisions while also directing a department of 45+ remote employees.
Handled the design and execution of a newly formed Contact Center of 50+ Enrollment Service Representatives and three supervisors, including but not limited to implementation of CRM, Chat Functions, Email Correspondence, Telephony Systems (VOIP), call routing (IVR), Work Force Management, reporting, staffing and standard operating procedures, executing all areas to its full completion and ongoing success.
Part of the Operations and Admissions team tasked to input strategies and tactics through a shift of company ownership and name change from Apollo College to Carrington College.
Formulated and analyzed numerous reports, including but not limited to, marketing source success rate, inquiry levels, Speed to Lead, First Contact to Appointment, Show to Enroll Measurements, graduation and employment rates and employee production metrics through a strong knowledge of interpreting qualitative data.
Formulated relevant metrics, analytics and CRM dashboards to drive performance measurement through deep business insight.
Devised, organized and presented several high level presentations to executives on initiatives and highly motivational employee training seminars aimed at increasing employee knowledge and motivation.
Strategized and made recommendations to help implement tactical decisions based on market trends and company performance reports to increase overall effectiveness and objectives.
Use of excellent communication and presentation skills to position the vision and strategy of the organization with a variety of audiences.
Engineered employee metrics, goals and KPI’s and created employee engagement programs to coincide with business intentions.
Carried out daily, monthly and yearly coaching and evaluation of direct reports based on performance evaluation.
Forecasted and budgeted staffing levels, interviewed candidates, made hiring decisions, handled on and off-boarding procedures, employee performance improvement plans, as well as necessary terminations.
DeVry University (Adtalem Global Education)
Phoenix, AZ 2/2010-10/2018
Military Enrollment Coordinator
Military and Veteran Enrollment Coordinator for a department that handles both active duty and veteran student world-wide for programs in business, technology and medical management. Handled and managed the Military team in Phoenix Arizona to great success. The department was so successful, I was specifically requested to transfer to our sister school Carrington College to help coordinate and implement a newly formed Contact Center in 2011.
Trained advisors on conducting and managing military students and as well as civilian students through enrollment process. This included areas in financial aid, tuition reimbursement, military funding and outreach programs.
Handled assessment and analytics of all management reports through a detailed breakdown of data and key performance indicators.
Supervised a team of 15 Military Enrollment Advisors.
Taught advisors how to build relationships with students, probe for motivation, build rapport, and create buy-in with prospective students.
Transferred with-in the company from DeVry to Carrington College to and promoted to project manage their newly formed Contact Center as an Assistant Director of Enrollment.
KELLER GRADUATE SCHOOL OF MANAGEMENT
PURSUING GRADUATE CERTIFICATE IN PROJECT MANAGEMENT
BACHELORS OF SCIENCE BUSINESS ADMINISTRATION, SPECIALIZATION IN SALES AND MARKETING-PHOENIX, AZ
ACADEMY OF RADIO AND TELEVISION BROADCASTING
DIPLOMA IN RADIO BROADCASTING/PRODUCTION/ADVERTISING
Educated in, and demonstrated, advertising content as a writer, producer, director and on air talent. Station programming, writing, producing and directing commercials as well as specialty programs, news, music and talk radio. Voice overs, managing and directing offsite station promotional events, multi-track digital production. Broadcast sales, and station management.
UNITED STATES NAVY 1991-1994