Customer Service Data Entry

Georgianna Lear phone: 510-***-**** email: ***********@*****.***

Objective: Direct my proactive and professional customer service and organizational skills to support all stakeholders in the organization.

Skills Summary: Serve as the first point of contact for a diverse population of prospective, applicant, and matriculated students for the online degree completion program, certificate programs, (San Francisco State University), and academic department programs (Cal State University East Bay). Enthusiastically support the college’s mission to increase enrollment in programs by providing clear and accurate information about programs offered, the application processes, and enrollment assistance with a commitment to discretion and discernment. Manage and troubleshoot administrative tasks to support students with a focus on excellent customer service. Over 5 years of records management, online database management (currently PeopleSoft) creating faculty contracts, entering faculty data (onboarding), building and maintaining class schedules, processing payroll, managing purchasing (credit card) and invoicing, and processing students’ forms. Ability to quickly learn new software systems and adapt to changing university requirements.

KEY QUALIFICATIONS and ACCOMPLISHMENTS

Administrative and Program Support Skills: Process fall and spring applications for three online degree completion programs by combining data from Cal Apply/Web Admit and CS query into Excel spreadsheets. Track detailed student information and analyze transcript data and demographics to determine admission qualifications. Provide an ongoing summary of real-time application data. Build and update classes, and create faculty contracts and faculty appointment letters. Evaluate student status in CS.

Communications: Create and maintain a Frequently Asked Questions prospective, applicant, and matriculated student spreadsheet. Create and maintain a pending student issues and questions spreadsheet filed in BOX to ensure resolution on a timely basis. Submit and troubleshoot student forms, and submit reconciled accounts payable documentation (credit card management, invoices, hospitality requests, etc.)—contact faculty concerning student issues or scheduling. Send student Qualtronics surveys for course evaluations. Proofread and submitted webpage and program flier corrections and updates, and suggested webpage improvements. Attend prospective information sessions—process certification completion requests for programs.

Computer Skills: Provide accurate data management and generate enrollment reports and budget analysis. Working knowledge in Microsoft Office Suite, PeopleSoft (CS), Parchment, DocuSign, BOX, Qualtronics, Raiser’s Edge, Adobe, Google Docs, Certify, 25Live, Blackboard, Bay Advisor, and Scholarship Universe. Maintain department calendars, scheduled meetings and events, and office organization (filing, scanning, mail). Facilitate mass mail merge, compose letters, and create labels, spreadsheets, and forms.

Project Management: Coordinate faculty and staff onboarding and monthly payroll processes with human resources. Manage faculty curriculum updates for the college catalog to ensure publication deadlines are met. Identify problems and propose solutions often resulting in corrected procedures. Create and maintain a shared Google Doc of monthly tasks and deadlines for all administrative duties. Create and update Administrative Support manuals with university and departmental procedures and instructions.

Programs Budget Operations: Provided preliminary enrollment budget projections for certificate programs based on previous years’ enrollments.

Stewardship Skills-Donor Acknowledgement-Event Support: Researched marketing, Donor memorandum of understanding (MOU), and administrative policy to write donor acknowledgment thank you letters crafting a narrative of gratitude for the Presidents of Cal State University East Bay and, formerly, Mills College. Composed drafts for fundraising campaigns and managed mail merging with college CRM databases (Raiser's Edge and Banner). Provided event support for CSUEB Student, Faculty, and Staff events, including managing the invitations, RSVP, and event registration on Raiser's Edge and manually. Provide direction to volunteers, and event analytics.

EMPLOYMENT HISTORY

Online Degree Completion Program Coordinator/Analyst San Francisco State University 2023 to present

Business Administration, Criminal Justice Studies, Psychology

College of Professional & Global Education

Provide the first point of contact to a diverse population of students, faculty, and college administration providing support to answer questions, and describe program offerings to students. Manage specialized data and administrative transactions promoting student enrollments and support.

Administrative Support Coordinator Cal State University East Bay 2019 to 2023

Criminal Justice Department & Political Science

College of Letters, Arts and Social Sciences: Dean’s Office

Provide the first point of contact to a diverse population of students, faculty, and college administration providing support to answer questions, describe programs offered to students, and manage specialized clerical and administrative tasks in support of the mission of the department and college.

Stewardship Specialist Cal State University East Bay 2017 to 2019

University Advancement

Draft acknowledgment letters to donors for the President and Vice President utilizing MS Office Suite; Word and Excel, mail merge from Raiser’s Edge, Google documents, and sheets. Event support.

EDUCATION:

Mills College, Graduate Courses Creative Writing

California State University East Bay, Bachelor of Liberal Arts 1995

University of California, Berkeley, Extension

University of California, San Diego, Political Science

MEMBERSHIPS: Toastmasters (Former Vice President of Education, Secretary), Writers West Workshop (Secretary), National Association of Professional Pet Sitters (Former Board Secretary), Walk Bike Alameda (Former Membership Coordinator).

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