Acquires and demonstrates proficiency in applying advanced knowledge of products, services, and processes.Acquires and demonstrates proficiency in applying advanced referral skills and relationship building with members by understanding life events and learning the multi-company product opportunities.Seeks guidance from team members to resolve issues and to identify appropriate issues for escalation.Specific product knowledge includes Auto Issue, Renters, Homeowners, Valuable Personal Property, and Umbrella policies

Inspired and motivated team of academic counselors to improve the student experience and strengthen student retention while driving continued growth and reinforcing the University of Phoenix brand.• Coached counselors in groups or 1:1 to rise to the challenges of corporate initiatives, such as cultivating referrals from satisfied students for increased enrollment. • Created a high-energy, respectful work environment conducive to success, building relationships, understanding individual needs and encouraging improvement.• Managed escalated calls, addressing complex, out-of-policy situations with critical thinking and independent decisions, laying out options, balancing accountability and communicating effectively.

Developed productive rapport / communication with a portfolio of 300 or more undergraduate students, helping them reach academic goals / degree. Assisted students in selecting / scheduling classes based on course offerings, student interests and degree requirements. Scheduled 1:1 conferences with students during first 2 courses; coordinated cooperatively across departments including Financial Aid.• Guided and supported students though classes, assessing progress based on student feedback; identify problem areas, recommend appropriate resources and follow up to facilitate turn around.• Focused on Student Academic Progress (SAP), staying in contact with students while continually reviewing / monitoring / interpreting variable indicators of progress and success.• Mentored new academic counselors, sharing effective counseling techniques to build competence as well as confidence toward achieving departmental goals and objectives.• Recognized as Top Performer, Academic Counseling, 2008, based on retention scores 14% over team average and QC ratings of 90% or better, consistently.

Provided start-up and continuing administrative management / leadership, introducing systems and processes, which controlled costs, maintained efficiency and maximized profits. Served as customers’ first-point-of-contact, establishing trust and rapport to build client loyalty for repeat and referral business.• Set up the “S” corporation for company, securing federal tax ID number and continuing to establish efficient systems and processes for invoicing, A/R and A/P.• Processed weekly payroll for about 15 employees (both salaried and hourly), coordinating with CPA on timely quarterly tax reporting. • Contributed to marketing strategy, cultivating relationships with insurance industry arbitrators which generated a 50% increase in business.