Redefine customer experience by leading enrollment services team in industry pioneering strategy. Innovated traditional business process to increase enrollment and customer retention. Research, develop, and pilot high-impact projects to realize university strategic mission. Leverage insight from industry experience to develop change management plans. Lead back channel development to influence project execution and awareness. Drive cost-efficiency, develop human capital, and steer organizational strategy. Impact departmental stake holders by functioning in various interdisciplinarian roles. Create opportunities for enrollment services success. - Implemented new customer service retention policies- Reduced projected budget costs by $8,000- Developed partner co-op meeting sessions for stakeholder clients

Lead specialized team tasked with increasing graduation rates across the university. Continually re-assess the advising experience of the university and refine business processes to realize directives set by upper administration. Developed survey system to monitor and drive custom qualitative metrics. Developed streamline reporting system designed to monitor quantitative metrics. Received national acclaim for innovation in retention strategies. Create opportunities for enrollment services to impact the university strategic plan.

Lead all retention, progression, and graduation data strategies in the University Advisement Center.Oversee development and monitoring of custom metrics for assessment of organizational strategies.Develop statistical and SQL based reports for senior leadership within the university.Program manager for advisement outreach initiatives.Train and develop staff in data management best practices.Lead all digital advisement media channels.Develop relationships with Institutional Effectiveness and Institutional Relations.Develop, monitor, and report satisfaction survey assessment system for continually assessment.Consult departmental teams on technical tool utilization and assessment.Facilitate bi-weekly data status meeting with senior administration to monitor advisement activities and strategies.Oversee the development of junior staff members.Conduct bi-weekly training sessions for staff - (topics including business skill development, Microsoft excel usage, advisement practices, etc.).

Supervised, recruited & trained a team of 15 associates to build a 10-year digital strategy including website, CMS execution, and social media tactics.Served as the lead project manager for all digital outreach initiatives including SEO development, WordPress website maintenance, and Desire2Learn course management system.Drafted statistical analysis reports utilizing data mining techniques to outline performance metrics and behavioral insights on a weekly basis. Implemented quality assurance testing, development, and delivery of instructional design products.

Served as an academic consultant of 400+ students; monitoring student retention and graduation rates to increase departmental performance.Spearheaded and implemented a campus-wide Mandatory Advisement program; increasing student engagement by 20% within 12 months.Performed operations improvement for client management systems including GradesFirst, Banner Administration Services, and CAPP.