As a College Admissions Counselor, I guide prospective students through the entire admissions process, from initial inquiry to enrollment. My role involves Introductory Meetings, evaluating applications, conducting interviews, and providing personalized advice on academic programs and financial options. My focus is on creating a seamless and supportive admissions experience for every student.

● Identify the skills needed for each CS role and the progression through the role levels (e.g., fromentry-level to senior-level)● Coordinate with a network of Subject Matter Experts to develop and deliver training content usinga variety of media and communication tactics● Conduct orientation to CS processes, provide resources and assistance, and provide individualswith a tailored training and coaching plan (e.g., pair with an on-the-job coach)● To maximize information retention, break content down into small, digestible lessons reinforcedwith practice exercises, interactive lessons, or other learning activities.● Coordinate CS scheduling of instructor-led training sessions● Work with managers to reinforce the knowledge and skill retention:○ Manager review/discuss in team meetings to test knowledge retention○ Manager review/discuss in 1:1 meetings○ Lead manager call review sessions to ensure managers are listening to and coachingtheir front-line employees; identify themes/gaps for improving enablement programs● Meet regularly with CS leaders to review training programs and known gaps● Drive Empowerment Strategy as part of our proprietary CS Strategic Framework (e.g., JobTraining, Career Development)

Managed and coordinated cross-departmental teams, ensuring smooth day-to-day operations and improved communication.Developed and implemented Standard Operating ProceduresOversaw risk management and compliance, ensuring operational activities adhered to regulations and standards.Project management of software/web development projects across multiple clients.Oversaw HR operations and directly managed vendor relationshipsOnboarding and training for new employees

Responsible for managing the three main pillars of a practice: people management, portfolio/delivery management and sales enablement. Has profit and loss responsibility or financial/expense management of practice.Accountable for operational/financial metrics and overall business results of practice. Responsible for maintaining practice direction, ensuring quality of consulting delivery, and maintaining customer referenceability. Ensures that operational policies are followed and that business objectives are achieved by focusing on best practices and process improvements. Develops plans to successfully implement operational policies and achieves business plan. Is accountable for managing and growing a revenue stream and customer base. Typically manages individual contributors. May serve as advisor for moderately complex engagements.

Project Manager/Scheduler Position• Project Management (Project folders, documentation, CW Creation, MS Project Mgmt, Client kick off, Client closure meetings, etc)• Project quality control/quality improvement• Post project survey• Notice of Substantial Operability/Customer project sign-off• Reporting – Weekly, Quarterly (EBR, Revenue, Profit Margin, project completed on time)• Project history reports (Success story documentation)• Coordinate with technical department to develop project scope of work templates for Sales and VCIO• Coordinate with technical department to develop project schedule of work templates for Sales and VCIO• Assistance with managing technicians for project status and tasks• Assist with the management of technicians (in regards to project work particularly including their quality, timeliness, communication, accountability, adherence to company commitments and policies, etc. when working on projects)• All post sales project management• Insure projects completed on-time• Avoid excessive rescheduling• Insure projects completed within budget (including budgeting for project management time)• Coordinate weekly project status meetings• Total Support Rolloutso Design and improve rollout processeso Plan and schedule rollout and remediation projects• Lead the rollout teamo Insure rollout success and ongoing foundation is set for client satisfaction with high EBR• Coordinate project scheduling with materials to insure materials are available when needed for the projects and that materials do not sit in inventory waiting for projects to be scheduledTraining and Onboarding new employees in client services and on the project teamProcess and operations creation and trainingTraining and consulting both internally and externally for various business softwaresPrimary Goals• Project Profitability • Project customer service above 98%

I mentor students from around the world through the online school and at the on-campus school.

Salesforce Admin. Creating workflows, reports, and dashboards for multiple departments

Strategic:- Contribute information and analysis for consideration when setting strategic Client Services plans.- Participate in company-wide operational initiatives (e.g., Order-to-Cash) as a representative of the Client Services team.- Lead strategic projects that provide the most impact to Client Services (e.g., cost/benefit analysis of outsourcing Email Hosting or charging extra for Email End-User Support). Operational:- Facilitate process design for conducting Root Cause Analysis and identification of Corrective/Preventive Actions (CAPAs).- Improve Client Services business processes (e.g., Case-to-Resolution; Closed Won-to-Setup) and data quality to reduce manual effort and improve efficiency.- Gather business requirements from the Client Services teams and translate requirements into Jira tickets to submit to MIS for implementation.- Work with each Client Services team to document Standard Operating Procedures (SOPs) and work instructions. Reporting and Analytics - Ensure that each Client Services manager has the appropriate dashboards and reports to monitor their business, and each individual has dashboards/reports to track progress against performance expectations.- Compile Client Services metrics on a monthly/quarterly basis for management meetings.- Collect, analyze, summarize data – identify trends and success stories.

Support Management• Manage Lvl 1 and Lvl 2 technical support functions for all of North America• Accountable for the performance of the technical support team measured through KPI’s linked to volume, SLA’s, quality, and customer satisfaction• General management of the team, including recruitment, goal setting, performance reviews, and coaching/mentoring• Extensive SalesForce.com usage: Creation of custom reports and dashboards, Creation and Management of case related tools and triggers, and regularly reporting on Volume, Performance, and Quality of Technical Support responsibilities.• Regular quality management of staff interactions with customers, ensuring that a high level of service is always being delivered to our customers• Planning team shifts & availability, including holiday & FTO• Management of Pre-sales Tech Consultant and Logistics Assistant• Special project leadership for on-demand projects and assignmentsTraining: Employees, Partners, and Customers• Develop and maintain training materials: Presentations, Documents, Videos• Develop and maintain certification tests for employees and partners• Management of large scale training projects related to new products and releases• Training of new employeesProfessional Services/Customer Success: Pre-Sales, Scaling, and Deployment Services• Special handling of high value customers. This includes On-Sites, Proactive calls, and initial deployment help• Pre-Sales calls with the customer and the Account Executive to go over scaling and deployment plansEscalation • Proactive involvement in bug reporting and feature requests• Handling various escalation cases: Bugs, Feature Requests, High Value Customer Cases, and Trending Issue Cases• Working with Engineering and Product Management on a regular basis on escalations• Managing and improving the escalation process from top to bottom• Documentation: KB article creation and management related to Bug Fixes and Added Features• Root Cause Analysis

Consulting and design work for various companies. Create custom products and designed logos for clients.All design work was done in Photoshop and Gimp.Designed and maintained websites in WordPress and Associate-o-matic.

Worked with Network Administrators in a large corporate environment.Obtained some working knowledge of Windows Server OS.Troubleshooting windows related computer and network problems.

Trained new employees.Trained current employees on new tool groups.Used various Office software including Excel to organize training.

Managed 10 people. Managed a production and shipping warehouse.Used Excel and other software to track hours and days off.