Awarded Employee of the Month award Nov. 2014, Sept. 2015Achieved the call of the month award numerous timesSelected by the Training Department to Pilot (mentor) new and struggling agents Designated to serve as a leader for the team after only been employed for two weeksCreated new transfer and appointment setting guidelines utilized by training for current and new hire employeesCreated processes and scripting on how to have a successful call(Organized call flow using conversational skills to enhance the student experience by motivation and delving to fully assist the prospective student in the step by step process of enrolling)Met or exceeded all metrics for Inbound and Outbound AgentsExceeded Quality Assurance standards with 90% or greater scoreMet or exceeded company policies: Adherence, Productivity, AttendanceSubmitted transcript requests for previous studentsHelped build student relationships with potential employersTransferred prospective students to appropriate campus when availableProvided the Admissions Representative details on what the prospective students’ education and future goals areScheduled appointments for campus visits when transfer not availableCross trained to handle inbound, outbound and outbound popcorn (brand new inquiries) calls to aid in the enrollment process for potential students for: Everest, Heald and WyoTech Systems Utilized: Cisco, CRM, Monet, LiveVox auto dialer

Promoted 2012 – Team Lead, Future Student Information Center (FSIC)Promoted 2010 – Coordinator, Future Student Information Center (FSIC)Continued to exceed expectations by 50% while balancing additional responsibilities Led team of 30 employees in total productionTrained and developed FSIC Coordinators and RepresentativesCritiqued calls and provided effective feedbackInterviewed potential new employeesAssisted with initial new hire trainings and orientationRepresented Heritage College with appropriate skills, language, attire and ethicsQuality checked Inquiry Management Systems (IMS) daily appointmentsWeekly and monthly management level reporting of FSIC productionUpdated the FSIC daily appointments(Same day and future appointments via shared Excel folder and emailing the appropriate campus)Created the FISC policies and procedures manualLed weekly team meetings and team building exercisesMotivated and encouraged co-workers to maintain high levels of productionMaintained records of customer interaction and transactions, recording details of inquiries, complaints, and comments, as well as actions takenAssisted in the development of the Inquiry Management System (IMS)Recruited potential students through outbound and inbound calling for various campus locations

Lead CSR for Eli Lilly and Sun Microsystems accountsInbound and outbound phone workOrder fulfillment (domestic and international)Inventory management (set up new items, monitor usage)Commercial invoicesUpdate and maintain spreadsheets (order log, hold log, confirmation log and icon log)Confirmation of every order via email or fax Report processing (current inventory, inventory receiver, stock status and open req. report)Month end billingAwarded Global Excellence CertificateAttended a seminar for lead workers