Prometric is an international company providing professional testing services at their test centers. I was hired as a Test Center Manager (TCM) in 2014. In 2017, I was asked to assume managerial responsibility for an additional test center, in Taylorsville, Utah.As a TCM, I was responsible for the full-cycle onboarding of all employees, researching and reporting all irregularities in testing, and, most importantly, ensuring complete adherence to company security measures as well as each of our client's policies and procedures. My favorite part of this position was helping the testing candidates feel at ease during a stressful time. It gave me great pleasure to be able to do so.

ServerPlus provides third-party customer service and tech support to their clients, mostly telecommunication clients. One of my specific roles was to engage with 15-20 client companies, as the contact point for any updates/concerns re client messaging. Based on this contact, I redesigned our training program, giving greater emphasis to new client protocols.My primary supervisory role was to resolve escalations from the floor by working with customers, client companies, technicians, and multiple levels of internal management to create optimal solutions.

ModusLink is a multinational company which offers a wide breadth of supply-side and customer service solutions. I began as an agent on the phones and then was asked to help build out a new team providing support to air card customers. In this role, I interacted with developers from Dell, Lenovo, AT&T Wireless, Verizon, Telus (Canadian provider), & Microsoft to establish team service protocols. Each week I guided strategic planning sessions with our client companies, reviewing, analyzing, & forecasting our team's KPI performance. Necessary updates to our policies and procedures came out of these sessions.

Stevens-Henager was a for-profit college. As Registrar, I performed a hybrid of a traditional Registrar’s duties, along with Academic Advising and Student Affairs functions. For example, I hired and guided staff in specific actions to increase Independent Study student attendance/retention. These efforts included home visits, daily phone check-ins, etc. In addition, I advised students on their academic progress. As an outgrowth of my interactions with students in an advisory capacity, I restructured our graduation-tracking system, to improve forecasting for our students.Another primary responsibility was to verify the accuracy of student/academic records database input & reporting. I used this information to compile a monthly operations report, tracking financial, academic, and student success metrics, and presented the report to the campus Leadership Council each month.

The National Center for Postsecondary Teaching, Learning, and Assessment (NCTLA) was funded by a federal research grant. The NCTLA Assessment Institutes were created as a vehicle for disseminating the research findings from this project. As a fellow in the Center for the Study of Higher Education at Penn State University, I was asked to serve as the Conference Coordinator for the Assessment Institutes.My efforts in this position included co-designing and producing a computerized tool for building an assessment plan. I also researched and co-edited a resource manual which incorporated samples of assessment tools from several different levels of colleges and universities, including different academic and/or organizational units within each institution.During the Institutes I guided attendees in using the conference materials to create a working assessment plan. My presentations during conference sessions evolved into my working as an independent consultant (outside of the Institutes) with both 2- and 4-year postsecondary institutions, providing guidance on incorporating accreditation body requirements into plans for assessing student learning outcomes.