Established the first Quality Assurance and Workforce Management team at EdPlus ASU, devising quality metrics aligned with organizational goals while leading service optimization and operational advancement initiatives to enhance the student journey. Oversee leadership development, workforce management, and quality assurance across multiple teams, implementing training programs to boost staff performance and customer satisfaction. Leveraged Workforce Management best practices to establish baseline metrics and KPIs for coach performance in the enrollment center. Foster a culture of innovation and continuous improvement, driving efficiencies and operational excellence. Developed collaborative Persistence workstreams focused on improving student outcomes, working across EdPlus and the Academic Enterprise to enhance key areas such as course design, student journey and communication strategies, policy and process optimization, and the development of innovative approaches (e.g., peer coaching, career coaching, and creative course design solutions).

Accomplished higher education leader with 20+ years of expertise in operational advancement, relationship management, and student success, driving strategic initiatives that foster collaboration, optimize processes, and deliver innovative, high-impact solutions. Proven ability to lead teams through change, build cross-functional partnerships, and challenge the status quo to achieve transformational results. Hired, developed, trained and led 150+ regional staff in the innovation of student success initiatives, retention efforts, and continuous improvement. Led the creation and operational alignment of classroom operations, curriculum design, and program expansions, ensuring shared goals across all academic units. Spearheaded the development of "Axia Online," the university’s first Associate-level online program. Instructed various online courses, bringing expertise in both course design and delivery. Directed all aspects of student services, enhancing operational efficiency and improving service delivery for students. Led multiple leadership teams, aligning efforts with the university’s strategic goals and fostering collaboration across departments. Leveraged advanced knowledge of contact center systems, processes, and KPIs to optimize performance and drive results. Developed and implemented strategies to boost student retention and staff engagement, contributing to overall organizational success.