Bonnie Ostrand, Msed Email & Phone Number

Park Ridge, Illinois, United States

• Manage and oversee online learning programs, including all design, editing, and supplemental resources to ensure a quality educational experience for members.
• Provide guidance, support, and implementation of supplemental online learning tools and features for volunteer training courses.
• Manage internal and external efforts to explore new catalog offerings, making build or buy recommendations to leadership.
• Lead the identification, selection, and contracting of vendors and partners to support MDRT’s online learning and credentialing vision and strategy and serve as a liaison between partners, committees, and staff.
• Manage vendors/development partners and their deliverables.
• Serve as staff liaison to assigned professional development committees, overall team lead for online professional development programs, and project manager on special projects as assigned.

Online/Remote

• Recruited, trained, and coached 80+ Peer Tutors on providing results-oriented online tutoring sessions
• Promoted an inclusive team culture of open communication, relationship-building, and respect by employing affiliative leadership strategies
• Constructed tailored professional development plans for employees, enhancing engagement and improving short- and long-term performance
• Designed a 3-week new hire training process for 50+ Peer Tutors, improving consistency and accuracy across all 6 teams within the department
• Co-created the curriculum and assessments for the Tutor Excellence course, required for all tutors
• Developed 20 original, research-based tutor training webinars, lesson plans and assessments, aligned with the College Reading and Learning Center Association certification standards

Schaumburg, Illinois, United States

• Mentored 12 full-time employees on student support, accurate documentation, and retention strategies
• Designed 6 departmental audits to assess advisor compliance in line with accreditation guidelines
• Created and presented 4 departmental trainings on process updates and coaching strategies

Schaumburg, Illinois, United States

• Analyzed data and identified 10 specific metrics to craft tailored audits for Student Services
• Streamlined auditing processes, increasing report accuracy from 50% to 95% in 6 months

Schaumburg, Illinois, United States

• Educated 40+ students daily on loan repayment options and assisted in settling accounts
• Produced 7+ training materials on policy and procedure to foster accurate and efficient solutions

Schaumburg, Illinois, United States

• Directed 6 full-time employees, who each advised 250 students on academic progress
• Devised and implemented inbound call staffing schedule, reducing student wait times by 40%
• Achieved Performance Coach Certification through Development Dimensions International Position eliminated in January 2011

Hoffman Estates, Illinois, United States

• Expanded the department from 18 to 160 fully trained employees within 1 year
• Supervised 4 full-time Assistant Managers, who each oversaw 20 part-time employees
• Implemented quality control measures for effective and efficient evaluation of client needs

Hoffman Estates, Illinois, United States

• Guided over 900 students via coaching sessions on achieving personal and academic goals
• Instructed team members on conflict resolution techniques, reducing student escalations by 20%
• Trained 10+ Student Advisors on process, procedure, and student coaching techniques

Master Of Science - Ms, Higher Education/Higher Education Administration

Master Of Human Resources Management, Completed 28 Credits Toward Degree

Bachelor Of Arts - Ba, Psychology