Responsible for, but not limited to: • Coaching – Daily, Weekly, Monthly (30-60-90)o Addresses poor behavior through QA compliance review. o Complete side by side reviews to provide on the spot coaching. o Review calls to provide additional team coaching.o Deliver One on One coaching sessions to help reps improve.• Deliver and maintain disciplinary action and recordso Note to file, progressive disciplinary action, and dismissal• Provides content for daily stand ups and team meetings.• Create daily, weekly, and monthly team goals.o Measure run rates and conducts trend analysis. o Review annual data to create metrics.• Developed Monarch chat implementation procedures.• Manage chat interface to ensure chat reps are performing their duties.• Update and maintain all chat reports, transcripts, and recordings.• Perform ongoing training for Admissions and Chat.• Issue, collect, and maintain active and inactive HR files. (Electronic and Hard copies)o New Hire paperwork (I9, W2, Technology agreements, Payroll)o Benefits paperwork  Works with Insurance provider to ensure employees are informed of their benefits within 60 days of hire. Process benefit changes in the system of record. o Send necessary payroll documents to Operations for processing.• Send daily, weekly, and monthly reports to clients• Maintain active relationships and communication with clients daily• Keep clients up to speed with accounts

Responsible for, but not limited to: Managing the Contact Center and providing coaching to representatives in their on-going development to become top performers. Provide assistance to Director of Operations with day to day functions.• Manage a large team of representatives in different departments; such as, Financial Aid, Admissions, Chat, Warm Transfer/Appointment Sets, Lead Generation and Retention.• Weekly Client meetings to review conversion rates, team budgets and performance overviews.• Create and update training materials and curriculum as scope of departments change. • Create and Execute employee reviews and Performance Improvement Plans.• Create and maintain employee files, schedules and PTO request• Manage call queues and service levels.• Work with Clients directly to decide what services we can provide and work with them on the implementation process.

Responsible for, but not limited to: providing coaching to students in their development and ongoing achievement of education goals. Providing students with academic planning services based on the school program requirements support services, while promoting student success and retention through effective communication, service, and support.• Contacts students on a regular basis to build and maintain rapport, and serves as the student’s advisor, and first point of contact to ensure questions are answered and concerns are resolved.• Demonstrates knowledge of, and carefully follows all applicable federal and state compliance requirements and regulations including those prescribed by the Department of Education, ABHES, and CIE.• Effectively communicates compliance requirements to students and other staff.• Assists students with questions related to course navigation, academic policies, course expectations, technical assistance, and other student support services.• Provides guidance to at-risk students to ensure student success.• Provides on-going student retention efforts• Participates in process improvement initiatives.• Calls students to procure proper forms and paperwork as needed.• Knowledge of the school’s web properties, processes and policies to be used daily in Learner Services

• Conducted interviews of potential students ensuring that they would be a good fit for the school.• Completed all admissions documentation and accurately entered student data. • Developed relationships with prospective and current students through enrollment to graduation. • Consistently met the metric of 60 dials and three hours of talk time per day• Met the enrollment goals of eight enrollments and five starts per term for five months in a row before transitioning into a new role.• Assisted current and prospective students with all admissions inquiries including enrollment.• Provided assistance to Art and Design Strategic Business Unit, Brooks Institute, Harrington College, Collins College and IADT of Career Education Corporation• Adhered to all compliance guidelines set forth by Career Education Corporation• Exceeded a 95% Student Satisfaction rate on a metric of 85%• Consistently achieved budget, chat-to-appointment and appointment-to-enrollment goals. • Provided training to new hires and assisted with implementing cross training to admissions representatives.