🎓 Overseeing Comprehensive Support Services for Lifelong Learners:In my current capacity at Rutgers University, I orchestrate a dynamic help desk team aimed at providing unparalleled support to over 100,000 non-credit learners. In designing our Salesforce CRM I've geared our primary focus to encompass the entire spectrum of student experiences, from initial account setup to resolving intricate billing issues within the Division of Continuing Studies (DoCS).🛠️ Integrated Support & Strategic Coordination:I spearhead an integrated team handling diverse portfolios within the educational sphere. This includes steering a support system catering to Veterans seeking educational opportunities, ensuring they navigate Rutgers' offerings seamlessly. Additionally, I support the Center for Continuing Professional Development (CCPD) segment, responding to workforce-related inquiries and overseeing self-pay programs.📈 High-Impact Service Delivery:With a team of four professionals, we've effectively managed over 3000 individual requests, ensuring each query is addressed comprehensively and with utmost dedication. My leadership has streamlined operations, ensuring prompt and effective resolutions for our diverse student and learner base.🏅 Pioneering Digital Credentials & MOOCs:My role extends into pioneering the digital credential space, and managing the issuance of badges and certificates through the Accredible tool. Moreover, I serve as the key liaison for Massive Open Online Courses (MOOCs) via the Coursera platform, facilitating accessible learning pathways for a wider audience.🌐 Student Services Coordination & Program Facilitation:As the Student Services Coordinator for the Rutgers Online Fully Online Degree Program, I facilitate the distribution of Rutgers Identification Cards, enhancing student experience and accessibility within the online education sphere.

Versatile seasoned results-oriented Instructional Technology Specialist dedicated to providing superior customer service using knowledge of learning systems while making operational and procedural improvements to engage, energize, and foster a welcoming interactive environment for faculty and student success.