Senior Director - General Management , Customer Experience, And Operations
Orlando, Florida (Nxt)
Promoted 10 times, holding 11 roles over 10-year period that supported customer experience, academic quality, operations, and general business management across the Grad, Pre-College, Nursing, Medical, and Bar operating divisions.Delivered impact at scale:• Managed over 3600 remote employees across the US, Puerto Rico, and Canada, including more than 60 managers. Achieved 14 pt. FT Employee Engagement Index improvement vs 7 pt. company average, one of the highest of any division. (2013 – 2014)• Staffed over 16,000 scheduled classes annually. Reduced failure to staff by over 98%. • Improved quality of program delivery, beating baseline more than 80% of the time and increased teacher ratings of one program by 7.3%.• Supported over one million contacts per year in the Graduate, Pre-College, Medical Licensure, Nursing, and Bar Review business units (2014 – 2016)• Supported financial goal achievement for $10m centralized operation. Beat budget expectations by 10% in 2014 and 3% in 2015.• Reduced the need for customers to contact us through multiple proactive student communication initiatives that resulted in 12% reduction in case volume in its first quarter. (2016)• Managed all operations a $9+ million business in the Southeast Territory. Created service guidelines that resulted in 93% first call resolution (2011).• P&L Owner for the $2 million Bethesda Kaplan Center; achieved positive Operating Income and revenue growth of $10,000 and 52.9% respectively. Grew sales leads by 98% vs company avg of -14.1% (2009).• Nominated for Kaplan Way Award in the category of “Risk Taking Champion: for courageous actions of calculated risk-taking that upholds Kaplan’s core values and drives the business forward.” Nominated for Employee of the Quarter by four direct reports for excellence in management