Customer Service Manager

TIA GILBERT

****A Jamison Ave Philadelphia, PA 19115 215-***-**** ***********@***.***

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SUMMARY

MARKETING PROFESSIONAL

Idea generator with track record of creating results-producing marketing and process improvement strategies. Extremely strong problem solver. Ability to read people and understand and capitalize on their motivations. Articulate, influential communicator. Ambitious, motivated and goal-directed. Key contributor to team efforts. Master’s degree in Organizational Management with strong marketing component. Consistently exceed performance goals. Ethical, forward looking, and effective.

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EDUCATION

MASTER OF ARTS IN ORGANIZATIONAL MANAGEMENT, University of Phoenix, Philadelphia, PA. 2005.

BACHELOR OF SCIENCE IN MARKETING, Indiana University of Pennsylvania, Indiana, PA. 1999.

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EXPERIENCE

RN-BSN ENROLLMENT COUNSELOR, Drexel University Online, Philadelphia, PA. 2010 – 2012

Respond to inquiries pertaining to under graduate nursing programs, communicate with a diverse population of leads and applicants, works closely with all levels and all areas of the organization, and serve as an ongoing information resource.

• Respond to inbound calls, emails, and instant messaging from current applicants’ and prospective students’ information inquiries who are requesting further information for undergraduate nursing programs.

• Explain the features and benefits of undergraduate nursing programs to prospective students.

• Distribute requested program materials promptly to prospective students.

• Provide prompt customer follow-up and problem resolution as needed.

• Record and enter prospect data accurately in all databases.

• Deliver superior customer service to prospective students to support the overall goals of the department and company.

• Distribute email and phone mail messages that are received in general mailboxes.

• Update applicant records in automated tracking systems, including but not limited to billing codes, admission term, and document receipt’

• Initiate daily application status emails using automated email system.

DISTRICT COORDINATOR, ALTERNATIVES UNLIMITED TUTORING, Baltimore, MD. 2008 – 2009

Responsible for overseeing tutoring services at various sites in Pennsylvania, Ohio and Massachusetts, New Jersey and Delaware. Developed a marking plan to recruit and enroll students attending the School District of Philadelphia. Process attendance reports, invoices, progress reports, learning plans, and goal achievement assessments. Conduct one-on-one counseling sessions with parents and students. Monitor and evaluate student’s behavior, academic progress, and attendance. Correspond with the School Districts in Pennsylvania, Delaware, New Jersey, Ohio and Massachusetts.

• Attend scheduled meeting.

• Follow-up and correspond with parents, monitor student and tutor attendance.

• Conduct site visits, search for sites for Alternatives Unlimited tutoring services.

• Hire, train, and oversee tutors and enrollment staff.

• Deliver presentations to small and large groups of people.

• Represent company at vendor/parent fairs and school meetings.

• Manage student and tutor information in database.

TIA GILBERT – PAGE TWO

ADMISSIONS REPRESENTATIVE, PRISM Career Institute, Philadelphia, PA. 2007 to 2008. Recruits students for diploma programs, call on prospective students, and disseminate course information. Conduct one-on-one career planning sessions, counsel, evaluate, and enroll student. Follow–up with students, to ensure students are oriented with policies and services, and serve as an ongoing information resource.

• Exceeds enrollment goals, average start rate is 90 – 100%.

• Achieve closing rate of 55% compared to department average of 40%.

• Decrease no-show rate for admissions interviews 50% by proposing scheduling process change.

• Average 80 calls per day, exceeding department goal of 75.

• Post-enrollment retention is currently 100%.

ADMISSIONS REPRESENTATIVE, CHI Institute, Philadelphia, PA. 2006 to 2007.

Strategize, plan, and implement marketing ideas to increase student enrollment, referrals, and retention. Develop and rewrite scripts, cold call prospective students, conduct in-person and telephone interviews, and follow up. Review qualifications and serve as advisor on program offerings. Develop and deliver student orientation programs. Act as problem solver for students and colleagues.

• Conceptualized and planned Alumni Day as a marketing tool, where CHI graduates speak to prospective students, scheduled for March 2007.

• Achieved closing rate of 55% compared to department average of 40%.

• Successfully proposed A-Day-in-the-Life providing hands-on lab activities to engage and motivate prospective health care students to enroll, slated for April 2007.

ENROLLMENT COUNSELOR, University of Phoenix, Philadelphia, PA. 2005.

Creating marketing strategies to improve the university’s low enrollment rates. Recruited and enrolled students for undergraduate and graduate programs by delivering persuasive presentations, conducting interviews, disseminating information, and serving as advisor. Conducted new student orientation programs and served as ongoing information resource.

• Proposed simultaneous staging of open houses and career fairs, resulting in increasing enrollment by 25%.

• Achieved closing rate of 50% compared to department average of 25%.

• Averaged 85 calls per day, exceeding department goal of 75.

ACCOUNT MANAGER, Daimler Chrysler, Horsham, PA 2002 to 2005.

Secured automobile finance revenue from account holders. Worked with customers to solve problems

and structure actionable repayment schedules. Performed repossession activities and skip-tracing

to locate absent customers. Served as a team member contributing to common goals.

• Advanced from Level 1 to Level 2.

• Received excellent performance evaluations.

• Instrumental in team winning delinquent accounts contest by analyzing individual team member strengths, and stratifying and targeting their calls by length of delinquency, resulting in reducing delinquency and losses by 50%.

• Received award for highest collection rate and recognition for resolving the most delinquent accounts.

• Proposed hiring of temps to handle correspondence with delinquent accounts, freeing up account manager time and contributing to improving collections by 50%.

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