Project Manager Customer Service
Resume:
Heath Warner
LITH, IL *****
email: p0436c@r.postjobfree.com
SUMMARY OF QUALIFICATIONS
• Ability to develop and implement successful outcomes-based strategic recruitment plans to meet start goals.
• Excellent networking and relationship building skills to collaborate with marketing relations and other professionals to implement appropriate marketing tools to increase enrollments in target market.
• Excellent track record of 80% tour to enroll.
• Collaborate to achieve enrollment goals established for academic programs and to evaluate, admit and enroll students for select programs.
• Coordinate processes and activities that ensure prospective students receive timely and exemplary service during the recruiting and admissions processes.
• Inspire collaboration, motivation and excellence company-wide, demonstrating a tireless work ethic and commitment to success.
• Uncanny ability to maintain sensitivity, understanding and respect for a diverse academic environment, inclusive of students, faculty, and staff of varying social, economic, cultural, and ethnic backgrounds.
• Compile and analyze recruitment and admissions statistical reports, marketing and advertising outcomes.
• Excellent management and team building skills including operational department budgeting and motivating and managing all phases of personnel including the selection, supervision, training and evaluation of admissions and administrative staff.
• Remarkable experience managing successful recruiting team with thorough knowledge of student recruitment and retention issues.
PROFESSIONAL EXPERIENCE
COSMETOLOGY & SPA INSTITUTE (CSI) – Crystal Lake, IL 12/2011 – 4/2012
Director of Admissions
Provide strong leadership and direction for cosmetology and esthetics recruitment and admission efforts. Responsible for overseeing staff to ensure enrollment goals are met by providing coaching and inspiration to build a successful admissions team. Responsible for overall management and coordination of the service functions of students.
• Directed the daily operations of the Admissions Office for two campuses
• Planned and developed strategies for admission of cosmetology students.
• Implemented faculty policy for admission and articulation, reviewed special admissions cases and requested for exceptions to policies.
• Designed, developed and maintained an organizational structure and staffing to effectively achieve the goals and objectives.
• Planned, developed and implemented strategies for generating resources and revenues for the unit.
ENVIRONMENTAL TECHNICAL INSTITUTE (ETI) – Itasca, IL 03/2009 – 12/2011
Director of Admissions
Directly responsible for driving student recruitment activity and meeting recruitment goals of two campuses while following stringent guidelines with all accreditation compliance, regulations and policies. Responsible for motivating and coaching a team of 6 admissions representatives, creating and analyzing reports to effectively manage team and individual performance goals in order to exceed budgeted goals.
Responsibilities include sales training and providing management guidance in order to exceed campus start budgets. Designed and implemented a comprehensive strategic plan for admissions of new students to the school. Directed the admissions process from point of inquiry through enrollment including presenting the school to prospective students, systematic and efficient handling of applications and communication with candidates; tours of the institution; interviews with candidates; arrangements for admissions testing; obtaining necessary student credentials; and communicating final decisions to the appropriate individuals. Responsible for admissions budget and appropriate admissions and marketing materials, ads, mailings, web pages and publications.
• Manage all recruitment activities to maximize efficiency at two campus locations
• Provide tactical guidance, assistance, and leadership to ensure achievement of admissions operational objectives and goals
• Supervise production and activity, and maintain positive morale of Admission Representatives
• Maintain full compliance in all recruiting activities, following all ETI, state and federal accreditation regulations and policies
• Train, develop, coach, and mentor Admissions Representatives within both campuses
• Manage conversion rates, show rates, and other metrics by each individual campus
• Participate in all phases of personnel management including the selection, supervision, training and evaluation of administrative and classified staff.
• Serve on the Management Committee, PAC Meetings, and other college leadership/Management teams
• Ensure accuracy and timeliness of all paperwork and reports
• Audit enrollment files to ensure accountability/accuracy of documents
• Evaluate Admissions Representatives to ensure all aspects of the phone script & admissions presentation are being adhered to according to company policy
• Participate in scheduled performance reviews; reward and discipline campus admissions staff as needed
• Demonstrate ethical and professional manner at all times
• Develop annual budgets under direction of Executive Director, to meet revenue growth expectations
TELPRO TECHNOLOGIES – Fairfield, CA 08/2000 – 03/2009
Quality Auditor (10/2001-10/2006) & Level 4 Technician (9/2007-3/2009)
Experience and growth allowed me to attain Level 4 installer status as well as Sacramento Valley Quality Auditor position. Auditing of AT&T central office jobs working with AT&T on standards and the knowledge of the TP7300/400. Installed Central Office equipment, test and turn-up activities. Provided customer interface and all site coordination activities where I attained site supervisor status.
Achievements (Telecom)
• Com-Train Certified Tower Rescue
• Level 4 Installer Certification
• Siecor Certified Fiber Splicer
• AT&T Quality Inspector (Northern California Region)
BROKEN ARROW COMMUNICATIONS – Vacaville, CA 07/2007 – 09/2007
Project Manager – Level 4 Technician – Quality Auditor
2 month Contract as Project Manager for Northern California region. Managed all aspects of the job from start to finish. Built strong customer relations along with the pricing and bidding of materials. Audited AT&T projects to maintain all standards per TP76300/400.
EF&I SERVICES – Santa Clara, CA 10/2006 – 07/2007
Project Supervisor – Level 4 Technician – Quality Auditor
Project Manager for Northern California region. Managed all aspects of the job from start to finish. Provided excellent customer service and pricing and bidding of materials. Audited AT&T projects to maintain all standards per TP76300/400.
EDUCATION
LAKE COLLEGE – Redding, CA August, 2000
Telecommunications Assembly & Repair Technology Certification
SHASTA COLLEGE – Redding, CA September, 1999
Business Courses
MOUNT VERNON HIGH SCHOOL – Mount Vernon, WA June, 1999
Diploma
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