Tammy Wilhelm

http://www.linkedin.com/in/tammy-wilhelm-4b8b7311

adxh9n@r.postjobfree.com

cell: 928-***-****

Aztec, NM

Mid-Senior level Manager/Director

Professional, independent, and creative out of the box thinker who has successfully managed a large team on site and remotely. Highly principled supervisor with years of experience in developing and implementing new programs, while ensuring the team and I adhere to consistent exemplary customer service. I am always looking for ways to change things for the better and discovering new concepts and initiatives. I like to work in a fast-paced environment with the ability to juggle and prioritize multiple, competing tasks and demands. I have a passion for new challenges and a huge curiosity to learn.

Areas of Expertise

• Align with stakeholders on expectations around project outcomes for specific improvements.

• Ability to forecast and prioritize multiple projects and activities.

• Strong team leadership skills and experience in mentoring and/or coaching others.

• Cross-functional skills and cross-functional training ability

• Introduced and managed change of processes, systems, and solutions

• Workflow Optimization

• Education Management

• Ability to map current desired processes and outcomes with detail.

• Operations Monitoring and Business support.

• P&L, spreadsheets, bookkeeping, and payroll

• Culture Assessment and Transformation

• Partnering with other teams to ensure training and course material cover all departments.

• Exemplary Customer Service

• Ability to confidently engage with staff at all levels to define needs, collaborate on activities, and communicate results while also building trust across culturally diverse populations.

• Coordinates with stakeholders for KPI’s.

• Decision Making, Planning, and Process Improvement Strategies

• Business process review, Goal Setting/Selling techniques.

• Highly motivated, self-directed and possess a driven personality capable of working within tight deadlines.

• Strong aptitude for research consulting with highly developed analytical skills.

• Manage project from conception to completion.

• Complex Problem Solving

Professional Experience

Campus Manager / Prospect Education - Farmington, NM 12/2021 – 2/3/2023

Strategized with stakeholders to implemented methods for streamlining processes, controlling costs, and modernizing operations, lowering spending by 18.75% in 2022.

Drove consistency to increase enrollments to hit KPI goals, exceeding budget goals 4 years in a row.

Coached/Mentored Admissions staff on community specific enrollment issues. Once community issues were understood and addressed, enrollments increased by 12%.

Directed, coordinated, and evaluated activities of support staff within academic institutions, departments, and alumni organizations, increasing retention to 80%+.

Participated in semi-annual and annual performance calibration meetings for remote and on-site professional staff.

De-escalated problematic student concerns, maintaining calm, friendly demeanor while resolving issues and supporting staff and students.

Liaison with VP of Student Services and C.E.O across other campuses for effective and efficient allocation of resources, and support.

Created and implemented operational improvements and solutions to deliver exemplary customer service.

Established trust and a “We are a team” culture that supported and improved performance.

Identified and corrected performance and personnel issues to reduce impact on business operations.

Coached staff members to develop long-term career goals. Campus Support Manager / Prospect Education - Farmington, NM 3/2020 - 12/2021

Spearheaded positive rapport with students, managers, and customer service team members to maintain a positive and successful work environment, lowering turnover, and providing staff at the campus that the students could build a rapport with and trust.

Generated an overall change management approach connected to key stages in the implementation of new projects preparing the team for change and ongoing improvement.

Interviewed, hired, and trained staff to meet company objectives while feeling welcomed and valued.

Delivered continuous training to 28+ employees to maximize performance and customer relations skills.

Oversaw and assessed customer service staff activities to provide personnel with regular performance-related feedback.

Enhanced company-wide procedures and policies to improve employee morale and boost customer/student satisfaction.

Improved training and offered staff development opportunities to decrease process lags.

Documented student correspondence in CRM to track requests, problems, and solutions.

Provided outstanding service to new and long-standing employees by attending closely to concerns and developing solutions.

Led team engagement to assist cross-functional departments and achieve goals.

De-escalated problematic student concerns, maintaining calm, friendly demeanor.

Mentored new employees on procedures and policies to maximize team performance.

Liaised cross-functionally to develop operational improvement initiatives.

Mentored team members to succeed and advance within department and company.

Explored new technologies to address or identify gaps and provide standardization and optimization.

Reported progress against planned activities to secure management support and achieve objectives.

Roleplayed various scenarios with teams to build confidence in handling situations.

Grew and implemented continuous improvements by encouraging the team to leverage new digital tools.

Advanced training improvements to achieve desired results.

Held weekly all staff meetings and bi-weekly individual 1:1’s. Campus President / Prospect Education - Farmington, NM 02/2017 - 03/2020

Opened new campus in Farmington, NM

Conducted interviews and hired new staff.

Onboarded new staff and trained on procedures and policies to maximize team performance.

Built a rapport on campus so staff, faculty and students love coming on campus each day.

Same duties and responsibilities as Campus Manager. The job title was changed. Chief Business Officer / CollegeAmerica - Flagstaff, AZ 05/2000 - 12/2016

Power user and trainer for CNS education management software.

Established goals for business profit and growth, reflecting company's mission statement.

Successfully negotiated with vendors to receive the best pricing and terms.

Automated office operations and managed client and employee correspondence, scheduling, record tracking and data communications.

Designed professional training and development programs for support staff. Oversaw employee hiring, recruitment, and training for 15+ business locations.

Directed business accounting, audit, and budget departments to meet financial goals.

Improved open door policy to foster an environment of respect between employees and management.

Analyzed financial statements to plan and manage future policies for the company.

Assisted Chief Executive Officer in recruitment and employment contract negotiations.

Assisted senior executives with monthly close and preparation of monthly operating reports and financial statements.

Conducted presentations using creative tools to provide illustrations and graphs to communicate complex business concepts. Prepared monthly financial reports for senior executive officer review.

Spearheaded innovative employee training program to boost worker education and improve customer satisfaction.

Education:

• Some College: I have a certificate in Medical Lab Assistant. I started my family young and went to work to provide for them. What I don’t have in formal education I have in experience. Thank you very much for taking the time to review my resume. I would love a chance to meet with you.

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