Donna Bird Email and Phone Number

Managed undergraduate admissions application processing and customer service staff.• Lead a team comprised of up to six professional and twelve student workers.• In response to changing needs reduced professional staff from six to two while increasing customer satisfaction, improving efficiency and quality control, cutting response time and increasing accuracy.• Improved customer service team’s response and satisfaction rate via coaching, establishing key metrics, developing a knowledge base, and standardizing messaging.• Implemented three separate CRM products in seven years (Ellusian, Element 451, Slate). Identified, created and tested processes and procedures for each implementation including setting up communication campaigns.• Improved application completion and processing. Application completion rate improved ~75% to 97%. • Developed, documented and provided training for staff.• Common Application and Coalition Application liaison; Slate Captain.• Created queries and spreadsheets to expedite and track processing metrics.

Human resource director and community liaison for three NJ stores with 150 employees. • Responsible for on- and off-boarding processes and 360 performance appraisal process.• Created customer service training program and job aid materials. Trained staff with the goal of increasing professionalism and retention.• Planned and budgeted regional community events such as the Taste of Morristown with over 800 attendees and spearheaded of charitable giving (~$150K in goods and services) for the company. • Liaison to the Chamber of Commerce and other civic organizations. Spearheaded local marketing campaigns.• Project manager for the Napa wine futures auction which generated over $500K in company sales annually. • Created sales and marketing reports using Excel and Powerpoint.