Derick Pagán, Ed.M. Email & Phone Number

• Builds and maintains authentic customer relationships with school leaders via collaborative problem solving and timely issue resolution.• Supports the implementation of school success strategy, including ensuring member schools receive the support and coaching they need to promote faculty growth and learning using the myFolio platform.• Serves as the account owner for 50 member schools, monitoring the implementation of the myFolio platform, holding check-in calls, and providing coaching and technical support to help schools meet their goals.• Manages the implementation process for member schools, including leading workshop sessions and developing workshop content and materials.• Builds community amongst member schools by connecting members within segments to scale school success and deepen myFolio engagement.• Communicates product and service developments, updates, and guidance to customers.• Continually develops resources and tools to provide support solutions for member schools using myFolio, with a focus on one-to-many self-service content.• Assists with the monitoring and facilitation of membership renewal process.• Liaises between customers and the product and development teams, gathering feedback, feature requests, and suggestions to improve the product or service. • Schedules, monitors, assesses, and reports on the effectiveness of school success initiatives using SAAS metrics and data and tracking tools.• Prepares reports on account status and maintains and updates technology systems related to team work.

Remote

• Collaborated with Engineering team to generate customer deliverables (surveys and report configurations).• Worked in conjunction with internal customer facing stakeholders to identify underlying technical problems with internal and external facing platforms.• Documented processes to measure, understand, and optimize internal support procedure.• Managed and updated systems and process documentation to reflect changes to product offerings and system capabilities.• Quality assessed colleague work to validate errors and troubleshoot solutions.• Served as Diversity, Equity, Inclusion & Belonging Affinity Group Chair to develop and facilitate workshops and events to empower employee enrichment.• Collaborated with Human Resource Team to create and facilitate Diversity, Equity, Inclusion & Belonging new hire on-boarding sessions.• Led technical platform trainings for Customer Success and Project Managers.• Managed 8 college interns by way of trainings, weekly 1:1 check-ins, and daily task assignment.

New York, New York, United States

• Advised undergraduate and graduate students in traditional, accelerated, and transfer programs. • Designed, organized, and implemented (virtual) learning workshops and academic development modules. • Planned and implemented recruitment and orientation activities.• Supported and coached students with creation of academic plans, course registration, credit transfer, and understanding university procedure. • Developed and instructed curriculum for the Nursing Cohort Seminar for all first-year cohorts. • Monitored student progress and maintained data profiles to promote success and retention. • Planned and lead new student orientation for incoming undergraduate and graduate students.

Remote

• Cultivated trust-based relationships with client personnel; university provosts, deans, and facultydepartment heads.• Engaged client leadership via telephone calls, e-mail, video-conference, and in-person interactions on campus or at events.• Conducted new client initial strategic overview meetings to review expectations and create project implementation plans, milestones, and deliverables. • Maintained client profiles, including business needs and goals.• Served as technical support contact for client portfolio of 35 universities (5,000+ users).• Facilitated project implementation plans in accordance with contract agreements to meet client expectations. • Proactively identified potential challenges for the client and addressed them.• Identified opportunities to expand the university - Academic Analytics partnership. • Solicited examples of product usage and case studies from client personnel. • Collaborated with in-house data analysts to scope ad-hoc analyses as requested by clients.

Cambridge, Massachusetts, United States

• Consulted with Chief Diversity Officer to contribute perspective and rationale for diversity, equity, and inclusion initiatives, research endeavors, and professional development training for students, staff, and faculty.• Collected, analyzed, and synthesized data via Microsoft Forms and Qualtrics to identify highlights and areas of growth to present to senior leadership.• Developed presentations and training materials on implicit bias, microaggressions, and diversity hiring/retention strategies.• Collaborated with on-campus student organizations to develop and launch a series of events highlighting contemporary immigration issues.

New York, New York, United States

• Served as the initial point of contact for all student support and New York Dean’s office inquiries.• Advised 1,350+ students on their New York State teaching certifications and credit deficiencies.• Managed and executed all student certification and credit deficiency office hours.• Monitored student support tickets on Zendesk to ensure a timely response rate.• Served as consultant on student support trends to inform internal and student facing policy.• Created certification playbook to document best practices in student certification support.• Served as a liaison between New York State Department of Education and Relay NYC.• Assisted Senior Director of Student Services and Director of Student Advisement with advisement of non-traditionally enrolled students and resolution of anomalous student concerns.• Designed and led certification workshops.• Directly managed college intern and temporary staff worker.

New York, New York, United States

• Oversaw data entry, data maintenance, mailings, supply requests, class execution, and supply inventory.• Worked closely with the academic leaders of all New York programs to execute the region’s strategic plan.• Advised 1,250+ students on their New York State teaching certifications.• Worked with the Assistant Dean of Students to monitor student progress.• Worked with the Manager of Special Projects on regional certification strategy.• Worked strategically with the Relay GSE Content Team to improve the execution of weeknight content class days and the quality and efficiency of Saturday programming.• Executed logistics for all weeknight and Saturday class sessions, including setting up classrooms and supplies, managing support staff, and communicating to graduate students and instructors.• Maintained accurate information and module enrollment on Relay’s online learning management system.

New York, New York, United States

• Oversaw Touro College application and course registration processes.• Continually monitored the academic progress of 350+ master's students while providing support and guidance.• Addressed and solved candidate, professor, and school administrator questions and concerns.• Recruited and trained professors to teach Success Academy owned program courses.• Created and maintained Online Canvas pages that housed course materials and assignments.• Organized and oversaw large-scale events and meetings.• Supervised and created daily work plans for 15 college interns.

Newark, New Jersey, United States

• Tutored 6th and 8th grade students in groups of three for two hours each day in Mathematics and English Language Arts for a combination of 16 cumulative tutorial hours per week.• Created over 350 effective tutorial lesson plans to both deliver content and engage students in upwards of 400 hours of instruction.• Communicated with parents to keep them informed about their children’s progress, needs, and accomplishments.• Served as a teacher's assistant and monitored student engagement, corrected off-task behaviors, graded learning materials, and provided instruction to students.

Storrs, Connecticut, United States

• Conceived and produced community-building events and programs • Conducted new-resident orientation meetings• Mediated conflict between residents• Counseled residents• Maintained order and cleanliness of the area• Interviewed prospective new hires

Master Of Education (M.Ed), Higher Education

Bachelor Of Arts (B.A.), Political Science