Financial Aid and Scholarship Services.

• Developed and implemented academic processes, policies, and procedures for academic advisors in a new customer service center opened in Tempe, Arizona. • Created and maintained an environment of operational excellence, compliance, and personal mastery of daily job duties to increase employee satisfaction and student engagement. • Partnered with campus leadership to integrate academic advisement early into the recruitment process to enhance the student experience and increase… Show more • Developed and implemented academic processes, policies, and procedures for academic advisors in a new customer service center opened in Tempe, Arizona. • Created and maintained an environment of operational excellence, compliance, and personal mastery of daily job duties to increase employee satisfaction and student engagement. • Partnered with campus leadership to integrate academic advisement early into the recruitment process to enhance the student experience and increase readiness of new students.• Recruited, hired, and trained staff of academic advisors and partnered with them to create personal and professional goals.• Crafted and maintained strong and cordial working relationships with CTU’s individual colleges and various operational departments to remove barriers and foster student success. • Identified key performance indicators that represented the most realistic indicator of advisor performance and student success, consolidated raw data using pivot tables and data models, and interpreted data to ensure current operation initiatives were being executed.• Guided and coached employees in change management as new policy transitions and new technology was implemented and leveraged to increase student success. • Created and directed Campus Culture Committee that partnered with three local non-profits in 2018/2019, and devised, planned, and executed over 20 campus events contributing to an internal Net Promotor Score of 80 points satisfaction location wide. Show less

Manage and direct the daily operations of a Finance Division with more than 100 employees that is responsible for over $200 Million in receivables annually.• Directly train, supervise, and mentor a staff of up to 8 Finance Managers; indirectly manage a team of 20 Finance Managers and more than 250 Finance Advisors.• Established and fostered an open and honest culture of ownership and accountability where employees were empowered by their mistakes as a spring board for further growth… Show more Manage and direct the daily operations of a Finance Division with more than 100 employees that is responsible for over $200 Million in receivables annually.• Directly train, supervise, and mentor a staff of up to 8 Finance Managers; indirectly manage a team of 20 Finance Managers and more than 250 Finance Advisors.• Established and fostered an open and honest culture of ownership and accountability where employees were empowered by their mistakes as a spring board for further growth, learning and understanding.• Engaged in skip level sessions, 360 degree feedback, and personal interviews on a bi-annual cadence to develop my direct reports.• Administered weekly focus groups with frontline staff to remain connected to and understand the needs, fears, and wants of frontline employees.• Identify key performance indicators that represent the most realistic indicator of financial performance, consolidate raw data using pivot tables and data models, and interpret data to ensure current operations initiatives are being executed.• Develop and implement new strategies to improve operational performance. • Collaborate with various department heads to create standard operating procedures. Key Accomplishments• Collaborated with peers and partnered with multiple department heads to maximize efficiency and streamline processes to ensure Veteran students received benefits timely and correctly.• Created and led a task force that developed coaching and resources for managers to effectively coach employees on earning student referrals to the University resulting in a 300% increase in student referrals and 5% increase in referral conversion. • Established several compliant and dynamic employee recognition program including one called 50 Shades of Awesome that championed the efforts of employees in a difficult regulatory environment the results of which led to unparalleled performance among their peer groups in student referrals, answer rates, and retention. Show less

•Developed ASPIRE professional development program in conjunction with peer manager to assist High School Initiative (HIS) and S/T counselors in obtaining personal and professional goals.•Conducted research into student demographics of HSI to increase understanding and help target marketing efforts.•Created and proposed a new grant the basis of which was to entice and ensure persistence of the most successful HSI demographic. •Created financial standard operating procedures for… Show more •Developed ASPIRE professional development program in conjunction with peer manager to assist High School Initiative (HIS) and S/T counselors in obtaining personal and professional goals.•Conducted research into student demographics of HSI to increase understanding and help target marketing efforts.•Created and proposed a new grant the basis of which was to entice and ensure persistence of the most successful HSI demographic. •Created financial standard operating procedures for HSI.•Oversaw hiring and training of finance advisors in the HSI division over one year growing from 4 finance advisors to 20. Show less

Performed finance duties while exceeding monthly expectations.• Successfully trained and developed new advisors while maintaining individual performance.• Performed detailed review of all student files ensuring timely and correct processing of Federal loan and grant programs.

Performed admissions duties while exceeding monthly expectations.• Followed up with outside University ensuring timely receipt of student transcript files. • Partnered with enrollment representatives and students to validate compliance to all admissions requirements for the University.

Dispatched emergency messages to medical professionals and service providers timely while maintaining unparalleled customer service and answer rates in a fast paced environment.• Trained all new associates on company procedure, customer service, and system requirements. • Maintained excellent working relationships with all clients building trust and ease of service.• Partnered with leadership to enhance employee engagement and create best practices.

Adjunct Faculty teaching Acting 1 class.• Built foundation of theatrical knowledge and stagecraft for the actor. • Mentored new actors as they built their theatrical experience resumes.• Maintained high standards of excellence ensuring a positive and engaging learning environment.