The Student Services Associate role is responsible for managing and tracking student interactions, retention, and progress through CRM tools like HubSpot. My role involves handling daily administrative tasks such as enrollment processing, class preparedness, and financial assistance, including inbound/outbound calls, emails, SMS, and video conferencing. I collaborate closely with sales and support management teams to create personalized academic plans for students, ensuring their success in online learning environments. Additionally, I conduct one-on-one counseling and advising sessions to address student concerns and connect them with the appropriate resources. Working alongside trainers and staff, I coordinate student support services and initiatives to maintain retention. I also monitor program performance through data analysis and student surveys, using feedback to identify areas for improvement and enhance program effectiveness. Additionally, I contributed to onboarding and training new U.S.-based student service associates and managers, using institutional training materials to ensure consistency and alignment with our policies and procedures.

As a Leasing Specialist with American Homes For Rent, I was responsible for managing a large caseload of tenant files (600+) through CRM and IEX Workforce management systems. With advanced proficiency in CRM and Yardi software, I handled an average of 50-60 inbound and outbound calls daily, maintaining a high level of customer service. My role included processing 5-7 new applications, leases, and renewals each day, ensuring compliance with company policies and regulatory guidelines. I maintained high occupancy rates across the United States, providing exceptional service to diverse residential housing markets, particularly in the Midwest. My solid understanding of federal fair housing laws and local regulations was essential to ensure that all leasing practices were compliant and fair.

The TRIO Upward Bound Guidance Advisor role supported the Project Director by coordinating tutor and instructor services, maintaining student files (60-300 students), and ensuring compliance with state and federal guidelines. This role involved providing academic, financial, and personal support to students and parents, including monthly financial aid presentations and individualized resource referrals based on academic assessments. I also facilitated outreach to promote the program’s benefits for low-income and first-generation students, developed retention and admissions strategies, and managed student employees in data entry and file management. Additional responsibilities included but was not limited to advising students on post-secondary options, reviewing high school transcripts for program eligibility, and assisting with the planning and implementation of student success initiatives.

A College Planning Advisor supported a caseload of 300 students, providing personalized guidance on academic and personal challenges through one-on-one advising. I worked closely with 12 target schools to track the progress of at-risk students, resulting in a 100% college admissions rate for the senior class of 2022. I organized and led monthly seminars, weekly workshops, and daily presentations to enhance students' educational experiences, and reviewed student files to ensure they met graduation requirements on time. Additionally, I advised students on over 40 degree programs based on their interests and academic assessments, while managing a team of student employees. I developed and implemented training programs to ensure they had the skills needed to support their peers. In addition, I coordinated quarterly field trips each year, providing students with opportunities to visit college campuses, attend cultural events, and participate in conferences.

In my role as a First-Year Experience Peer Mentor, I provided support to 200 first-year and continuing students through daily office hours, assisting with academic and personal development. I reviewed admissions packets under the guidance of the First-Year Experience Counselor and worked with student organizations to coordinate key campus events, such as Domestic Violence Awareness Month, Job Fairs, and initiatives for the Native Hawaiian Resource Center, all aimed at boosting student retention. I played an active role in recruitment and enrollment, helping organize freshmen registration events for 100-150 new students each year. Additionally, I made daily calls to 50-60 students to encourage attendance at new student orientation and tracked their progress using Google and Excel spreadsheets. I also provided training in Microsoft Word, Excel, PowerPoint, and Google Suites, and offered one-on-one counseling to 20-30 students weekly on topics like course selection, academic adjustment, study habits, truancy, and career planning.

As an Office Assistant, I provided exceptional customer service and support for college and workforce training programs, earning a 5-star employment evaluation. I managed travel arrangements for administration, coordinating bookings every other month. I efficiently handled incoming communications, including phone calls, emails, and letters, ensuring they were forwarded to the appropriate staff within a 5–20-minute window. In addition, I maintained and tracked over 100 student records, contributing to office efficiency. Using various software, I was responsible for updating and maintaining filing systems, inventory, and databases on a monthly basis, ensuring smooth daily operations.

As a Front Desk Associate at Massage Envy, I provided excellent customer service by greeting and assisting visitors, building rapport to increase retention by 10%, as noted in my quarterly evaluation. I managed a high call volume of 50-60 calls daily, addressing inquiries and transferring calls to the appropriate departments. I oversaw guest check-ins, processed reservations, and ensured smooth front desk operations, including booking 7-10 appointments daily for massage therapists and estheticians. I also contributed to increased sales by advising members on product purchases and promoting memberships to prospective clients. Additionally, I played a key role in training new hires each quarter, covering company processes, product knowledge, and customer service best practices to ensure a seamless experience for both staff and guests.