“National Education Partners collaborates with education institutions to provide comprehensive support services – including enrollment, marketing, administrative, and operations – so that universities can focus on delivering quality education.”

Leads a diverse team of managers who consistently drive performance improvements by leveraging KPIs, technology, coaching, WFM, and process enhancements, in parallel to being cognizant of maintaining NCU's best places to work culture, which has resulted in successfully exceeding inquiry conversion and student population growth goals. Thoroughly experienced at employing proven contact center operations practices to grow and develop highly successful teams, systems and reporting integrations, and acquisition life-cycle processes. Institutes leading edge technologies and strategies to conceptualize and execute an omni-channel contact strategy that maximizes conversion potential using IB Voice, OB Voice, SMS, RVM, Email, and Web Chat services while aligning web services/ API's for near real time data sharing between multiple legacy systems which enables process automation and KPI Dashboard updating.Identifies key data points for use to enhance the opportunity per Advisor mix using scoring models that drive efficiency and reduction of conversion time frames while increasing conversion rates post inquiry acquisition. Collaborates with Marketing, F.P. &A., Data Ops, I.T., I.T. Q.A., and any other BU's in order to enhance the processes or systems impacting the student experience and life-cycle.Evaluates processes and technology for improvement or replacement and acts as the business subject matter expert during the SDLC.Collaboratively manages, evaluates, and calibrates the 3rd party contact centers assisting in the conversion of the prospect to student life-cycle that enables scale while maintaining quality.

Developed and grew highly motivated and profitable teams in a competitive BPO marketplace that always exceeded expectations through the entire sales cycle.From managing the hiring and training processes to quality assurance and direct fulfillment, all aspects of the client's goals for determining our success were consistently surpassed allowing us to grow from a team of 30 agents to over 160 within 3 years. Being successful at finding additional channels to monetize for the client was critical to the continued growth of the partnership.