Call Center Customer Service

Highly detailed, results oriented, change management leader offering experience in large scale organizational leadership and strategic management. Versed in managing complex federal programs and working in partnership with federal and state agencies. Innovative community executive in working with diverse urban communities. Proven success in operations management, higher education, recruiting, organizational development, curriculum design, and project management. Apprised in software, data analytics, and new systems implementations, process re-engineering, and e-business solutions. Strong ability to plan, organize, direct and team build; excellent interpersonal, problem-solving, and communicative skills. Focused on managing through transformational leadership and motivation to instill a positive attitude across all departments. Strong ability to analyze data to inform decisions. Multi-site operations management, proficient in efficiency improvement, virtual management, and process redesign.

Offering: Over 20 pus years of demonstrated transformational leadership experience with an accomplished background in leading teams, strategy, consulting, operations, adult learning, community engagement, public speaking, student services, academic advising, enrollment management, program development, and continuing education learning solutions. Exceptional verbal and written communication skills; interrelating effectively with individuals at multi-hierarchical levels, within multi-cultural environments.

SKILLS AND EXPERTISE

Texas Workforce Commission approved Director Local, State

and Federal Grants, Contract Management

Accreditation Specialist, Title IX, VI, and ADA

Budget Management/Curriculum Design

Enrollment Management, Banner, Degree Works

Leadership Development/ Team Building

ATS, Right Now, Campus View

Blackboard, Canvas, Moodle

Strategic Business Development

Salesforce, PeopleSoft, Taleo, Velocify

CAREER EXPERIENCE

Harris County Department of Education 6/2018 to 7/2023 Houston, TX

SENIOR DIRECTOR OF ADULT EDUCATION

Executive Leader aimed at developing strategic partnerships, ideation, and program development. An expert in solution-based practices in Provide strategic direction and leadership for the largest Adult Education program in the state of Texas.

·Restructured and standardized the service delivery modality for online and face-to-face learning for 10,000 learners annually.

·Top performing program in Texas for five years.

·Designed integrated education training, ESL, and High School Equivalency curriculum.

·Managed 42 community-based adult education facilities.

·Created Standard Operating Procedures for 22 focused areas.

·Launched a Career Empowerment Program focused on student support services: mental health, leadership, and digital literacy.

·Developed 20 strategic partnerships to support student services and employment to achieve 37% improved retention.

·Developed and led policy and systematic standard operating procedures for 15 focused areas.

·Reimaged the enrollment and recruitment strategy to increase targets by over 28%.

·Met or exceeded programmatic and financial audits annually conducted by external monitoring organizations.

·Developed and implemented 14 workforce development and employability programs.

·Automated the registration and student enrollment and academic placement process.

·Secured $1,500,000 in federal grants and $300,000 in In-kind support.

·Launched Texas state Family Math Literacy Initiative call center for K-12 learners and families.

·Developed a marketing strategy to increase enrollment and brand recognition:

·Implemented an innovative Contact to Careers literacy and workforce certification program for over 25,000 adult learners.

·Developed an Employer Engagement workforce training program focused on student career outcomes for 100 students.

·Established partnership with T-Mobile to supply more than 1,000 devices for enrolled students.

·Represented the program on panels, pod casts, and television promos.

·Facilitated state and national workshops and presentations on leading organizational change: Applying Innovation to Solve Complex Challenges. Educate, Empower, and Employ -the future of our community.

DIRECTOR OF ADULT EDUCATION Houston, TX

·Managed 5 million federal/state grant.

·Managed the overall program staffing and personnel for 289 employees.

·Increased student retention by 24%.

·Increased student enrollment by 47%.

·Led ongoing research, analysis and education for adult literacy education, and digital literacy.

·Directed and initiated recruitment to expand adult education programs for emerging populations.

·Established county wide goals and ensured compliance according to state and federal regulations.

·Director of the quarter.

Vista College 8/2016 to 6/2018 Beaumont, TX

CAMPUS DIRECTOR

Executive Administrator over the activities, affairs, operations, and staff of the College. Develop, direct, and oversee accomplishments of institutional development, institutional research, continuing education/training programs, and other community-oriented programs, initiatives, and services.

·Campus Director of the Year 2018.

·Most Improved campus of the quarter 2017/2018.

·#1 Admissions team two quarters.

·Improved student retention by 8% YTD.

·Increased enrollment by 39% year of year.

·Successfully rolled out 3 new programs in 2018 (Dental Assisting, Heating Air conditioning & Ventilation, IV Therapy)

·Seamlessly managed teaching out a LVN program and implemented a new curriculum.

·Campus level representative for the Workforce Innovations and Opportunities Act (WIOA) and Veterans Affairs (TWC).

·Represent Vista College as a network partner for adult education programs with TWC.

·TWC zero discrepancy and national accreditation audits.

·Recognized by TWC as a Silver Sponsor at the Southeast Texas Youth Career Expo.

·Exceeded placement goals according to accrediting body standards within the gainful employment criteria.

·Partnered with local agencies to launch community wide events (New Year New You, Meet and Greet Santa, American Heart Walk, Trunk or Treat, Golden Triangle Health Fair).

·# 1 in student collections two quarters.

·Increased revenue year over year by 1 million in two quarters.

·Increased student population through innovative recruiting strategies.

·Coordinate the execution of vendor relationships for campus improvement projects (facilities, certification, assessment, software applications).

CORPORATE OPERATIONS DIRECTOR Houston, TX

Key operations advisor to executive campus leadership to support 10 vocational college campuses. Assisted in directing all functions of campus operations. Provide leadership and direction regarding policy development and governance for continuous improvement and mitigation of risks.

·Provided operational support, guidance, and direction on operational standards for cost control, and quality while maintaining excellent service across Texas and Arkansas campuses.

·Developed and implemented comprehensive student life programs, student engagement, learning and success initiatives.

·Supported the scalability of production by leveraging resources and best practices (operational, curricular consultation, instructional design, instructional technology, and course facilitation).

·Directed the implementation, evaluation, revision, monitoring and communication of campus policies and procedures in accordance with Texas Workforce Commission and the Council for Opportunity in Education accreditation standards .

·Navigated project implementation through a complex matrix organization to develop retention, enrollment, and career placement strategies.

College of Health Care Professions 8/2015 to 6/2016 San Antonio, TX

CAMPUS PRESIDENT

Chief Administrator for allied health college ensuring policies and procedures is conducted. Oversee, and coordinate capital and operating expenditures and fiscal systems. Provide leadership and direction for the generation and development of revenue sources for the operation.

·Established strong industry advisory board for 7 programs to ensure productiveness in each field of study (2 associate degree, 5 Certificate)

·Exceeded enrollment goals by 28% month over month.

·Developed a High School enrollment/admissions strategy to increase lead generation and starts by 18%.

·Successfully managed ABHES audit with no findings and two commendations.

·Improved attrition 1% YTD by improving academic advising approach.

·Improved the extern to hire to 53%.

·Exceeded TWC and ABHES career placement targets.

·Created and implemented a virtual new student orientation program to increase enrollment by 22%.

·Developed a leadership academy, to build an employee bench for career succession.

·Assisted in creating an emergency response program.

·Developed a Comprehensive Excellence strategic initiative aligned with company core values.

DeVry Education Group 5/2011 to 8/2015 Houston, TX

CAMPUS DEAN

Chief Operations Manager of 2 campus locations. Accountable for all aspects of policy development, financial and operational planning. Managed multi-million-dollar operations budget. Responsible for managing multiple aspects of the operations including: student advising, admissions, faculty management, inclusive financial performance & viability.

·Successfully recruited, developed, and retained faculty, staff, and students.

·Coordinates implementation for instructional support & student advising models to improve student persistence and graduation rates.by 24%

·Cultivated relationships with industry advisory boards for continuous academic improvement and growth within Harris and Fort Bend Counties.

·Facilitated the development of learning modules for student centered learning and faculty development for over 800 students.

·Worked in tandem with academic/governing board to ensure maintenance of accreditation with Texas Higher Education Coordinating Board and the North Central Association of Colleges & Schools.

·Created, implemented, and balanced initiatives to increase new student enrollment by 36%.

·Evaluated & assessed faculty, classroom effectiveness; corrected observed deficiencies through training, counseling, and PLC’s.

·Ranked Top 5: widest Gross Profit Margin, highest revenue growth over prior year- for 3 consecutive years.

·Improved employee engagement scores from 88% to 96%; improved student satisfaction scores to 90 or above for (2012, 2013, 2014, and 2015).

·Attained evaluation and audit effectiveness for both undergraduate and graduate programs.

·Created and organized “Stereotrippin’, No Place for Hate” symposium for 400 high school students.

Kaplan Higher Education 7/2009 to 5/2011 Houston, TX

DIRECTOR OF ADMISSIONS

Directed /coordinated the Admissions Staff to generate interest in campus programs in conjunction with achieving recruitment and enrollment goals.

·Coordinated student orientation and other student-centered activities to improve student engagement by 23%.

·Admissions team of the Year 2010.

·Director of the quarter 2009, 2010.

·Vastly improved ‘lead’ to ‘enrollment’ conversions from 11% to 18% within 2 months.

·Developed, implemented, and facilitated Customer Service training for: Admissions, Education, Career Services, Financial Aid & Student Services- resulting in improvements in start culture, persistence rate, and student-based account receivables.

·Increased start performance from an average of 56% start to budget performance to 118% start to budget performance.

·Consistently exceeded admissions goals.

·Guided marketing strategy consisting of direct response, social media, corporate and community partnerships.

Accenture HR Services 9/2006 to 5/2009 Houston, TX

SENIOR CAMPUS RECRUITING CONSULTANT

Owned the University recruiting initiative including planning & logistics, sourcing, career fairs, on-campus interviews, on-site interviews, offer, negotiation & closing processes.

·Lead the diversity recruiting initiative that designed, implemented, and executed robust, innovative, university specific recruiting strategies to attract top diversity talent.

·Planned, developed, and executed a recruitment “sell weekend” for 200 interns and new graduate prospects.

·Built and maintained long-term relationships at target universities with faculty, professors, administration, and student organizations.

·Effectively managed a $250,000 recruiting budget.

·Promoted the brand through proactive recruitment with university and industry partners for the strategy and supply chain practices at top tier universities: University of Pennsylvania, Cornell University, Duke University, University of Chicago, Northwestern University, Massachusetts Institute of Technology, University of Michigan, New York University, University of California, Berkeley, University of Texas—Austin, and Vanderbilt University.

·Facilitated the H1-B petitions process for candidates.

·Exceeded demand goals; achieved 100% acceptance yield rate for 86% of the clients; yielding 97% client satisfaction.

University of Houston 5/2005 to 9/2006 Houston, TX

DIRECTOR OF RECRUITING

Directed the execution and recruitment strategy for the Bauer College of Business Graduate programs.

·Improved the MBA applicant pool 175% over previous year.

·Launched the full time MBA program.

·Improved student yield by 25%; increased diversity applicant pool by 30%.

·Developed Employer Relations program with corporate partners.

·Represented the Business College at state and international conferences.

ADJUNCT TEACHING EXPERIENCE

DeVry University Courses: Critical Thinking, Ethics, Intro to Management, and Organizational Leadership 2011-2015

University of Phoenix Intro to Management, Intro to Communications 2008-2011

Axia College Ethic, Critical Thinking, Intro to Communications 2008-2011

Baker College Intro to Communication 2008-2010

ACADEMIC RECORD

Abilene Christine University – Doctor of Education Organizational Leadership Concentration in Conflict Management– 2024

University of Phoenix – Master of Business Administration -2003

Texas Southern University – Bachelor of Arts -1992

RECOGNITIONS AND COMMUNITY AFFILIATIONS

Fort Bend Leadership Forum Graduate

Coalition on Adult Basic Education

Houston Alliance of Black School Educators

City of Houston/Mayor’s Office of Adult Literacy

Texas Workforce Integration Academy

Texas Association for Literacy and Adult Education

Houston Area Adult Literacy Consortium

Texas Alliance of Black School Educators- Special Projects Committee Member

National Alliance for Black School Educators

National Society of Hispanic MBAs

National Black MBA Association

Alpha Chi National College Honor Society

Alpha Kappa Alpha Sorority, Inc.

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