As the head of support operations my responsibilities leading our omnichannel global support Tier I & II structure. Build and maintain BPO, vendor management, and develop/report on KPIs.

Directly provide oversight of product support specialists and of the development team, implementation specialists, and account managers. Responsible to ensure satisfaction of over 800 institutions of higher education (domestic and international), regarding support services. Cultivate relationships through continuous contact and follow-up to ensure continuity of services and satisfaction.

Appointed by the President of the University, reporting to the Vice President of Student Affairs my responsibilities include: ensure access of Student Affairs services to all students; directly supervise a graduate assistant and indirectly supervise three Area Coordinators and two administrative assistants, while providing general oversight and development of the student conduct process, international student orientation, commuter relations, and serve as an advisor to the Vice President for Student Affairs regarding all student issues/concerns; allocate and manage a budget of over $30,000, serve as the Co-Chair of the Behavior Intervention Team and a member of the Director on Call team.

Reporting to the Vice President of Student Affairs my responsibilities include: directly supervise a graduate assistant and indirectly supervise three Area Coordinators and two administrative assistants, while providing general oversight and development of the student conduct process and serve as an advisor to the Vice President for Student Affairs regarding all student issues/concerns; allocate and manage a budget of over $30,000, serve as the Co-Chair of the Behavior Intervention Team and a member of the Director on Call team.

Reporting to the Director of Housing and Residence Life provided direct supervision to 15 paraprofessional staff and all first-year residential facilities (5 traditional style residence halls). Managed and allocated a budget of $10,000 for residential education. I served as a professional on-call for the department to provide crisis response.