James Delucia Email and Phone Number

Create scalable, cross-functional systems to enable applied learning. Designed process to introduce team workstream pre-contract signature, reducing average implementation time by an average of 5 weeks.Lead onboarding process for new clients, overseeing a portfolio of clients whose total spend commitment exceeded $138 million. Provide clinical operations consulting, and facilitate meetings between employer & learning partners. Defined strategy for approaching programs with hands-on learning, and implemented new tools and resources, such as an Airtable database, for enabling program additions.Conduct market research on skilled trades programs, providing a strategy recommendation to Portfolio Strategy based on program outcomes and operational feasibility.Launch scalable tools such as Google Data Studio to create custom dashboards and tools to reduce time spent on manual entry and create a more seamless client experience.Publish end to end operating models and supporting documents to create strategic alignment on how to operate complex student journeys at scale.

Directly managed a $1.5m portfolio of 344 schools throughout 50 districts in California. Supported the operations of our online distance learning platform, training of staff members at all schools, and maintained excellent customer service relationships, resulting in a 77 NPS (Net Promoter Score - Customer Satisfaction Metric)Leveraged excellent customer service skills and customer relationship management to generate $50,000 in program extensions. Worked with Superintendents, principals, and teachers to foster program success in schools and districts. Developed strategies to promote smooth onboarding and ease of access to our distance learning platform. Identified pain points and find opportunities for improvement or development of resources that improve the customer experience. Reported directly to the COO and senior leadership and developed new processes to scale operations through a year of 600% growth. Introduced new tools such as a CRM, telephony system, automation software to drive scalable operations during fast-paced growth.Investigated a major system overhaul for company processes. Invested in Hubspot for team, created system foundation, onboarded team, and streamlined processes to improve workflows and team communication.Developed curriculum for and oversaw delivery of a new distance learning tool, named the "Learning Library". Developed a customer success roadmap and worked with high-level school officials, such as principals and superintendents, to ensure all positive customer experience. Integrated interactive technology and learning tools, such as Mindstamp, to enhance program and curriculum development. Investigated ways to both tie the tools into the curriculum, and well as adapted business processes to work seamlessly with the new technology.

As the Outreach Coordinator, I collaborate with three of the six colleges within the UC San Diego campus to provide resources and host programs that benefit the 8,000+ International and Out of State students. We aim to support their transition to campus life by focusing on their: 1. Adjustment and Integration2. Health and Well-Being3. Cross Cultural Immersion4. English Language and Academic Support5. Career Development & Future PlanningOther responsibilities include: Manage a team of student interns to create programs intended to connect 8,000+ international and out of state students to their colleges and campus resources.Develop and execute 119+ programs and workshops to serve roughly 5,500 students throughout the 2017 - 2018 academic year (a 19% increase in engagement from the previous year).Oversee a budget of up to $75,000 and make decisions on how to best utilize the funds to improve student life for non-resident students at UC San Diego. Earlier in the year, I created a yearlong budget sheet that allocated funds to different programs and department goals. Provide trainings to Resident Advisors and Orientation Leaders on Intercultural Communication and other topics.Implement use of project management tools, such as Asana, in order to streamline team communication and ensure deadlines are met.

Coordinate housing reservations for over 6,000 international students a year that arrive on a weekly basis. Liaise with international offices to ensure smooth student arrivals. Collaborate with the Facilities Director to maintain quality in our residence buildings. Developed a work-order request system that reduced completion time from an average of 72 hours to 24 hours. Supervise the Host Family Coordinator and approve the weekly Host Family recruitment plans to generate new leads for families that will host international students. Drive recruitment objectives, which permits us the capacity to increase our student capacity by 42% in 9 months while staying within our $15,000 budget.Facilitated a major campus opening project in September 2016. In a two-week period, we opened the flagship campus of the EF world, hosted 400 international sales colleagues for a yearly conference, accepted 100 students for our first intake in the new campus, transferred the existing 250 students, permanently closed our old campus, and welcomed 500 students in the following weekly intake.Respond to emergency situations, such as dormitory fires, crimes against students, admissions of suicidal ideation, urgent medical issues, and more. Execute new programs and infrastructure, such as the clean room contest, electronic form submissions, “Last Week Orientation”, and more. These programs encouraged a positive trend in student satisfaction scores. The 2016 FY has thus far seen a 16% rise in residence satisfaction, and 50% rise in Net Promoter Score (Overall Satisfaction).Implemented a Community Service system to replace a monetary fine system for students found breaking the Community Agreement. This shift in handling discipline has led to students having a deeper understanding of community respect and responsibility. Manage a team of 17 Residence Directors, Resident Advisors, and Receptionists.

Oversee admissions for all incoming students. Carefully review all bookings for accuracy, and communicate with foreign offices regarding course and housing. Rebook or modify any courses in need of correction. Increased airport transfer customer satisfaction scores by 8%, ranking #2 of all EF school in the U.S. Oversee total spending of transfers and manage relationship with vendor. Ensured proper flight details and drop-off details for all students with a transfer, totaling an average of 1,800 airport transfers per year with an annual spending of $160,000. Organized complex logistics of arrival and destination information, with some weekends exceeding 400 incoming students being taken to over 200 destinations.Develop a yearlong sales and marketing plans and generated $1.5 million of walk-in and extension sales in 2013, surpassing our target goal for the fiscal year and growing 13% from 2012. Acquire a thorough knowledge of U.S. immigration policy for advisory and compliance purposes. Terminate records of any students out of status. Manage up-to-date information for all Designated School Officials. Completed two SEVIS trainings hosted by NAFSA. Release and maintain accurate immigration documentation for 3,000+ students per year, including up to 1,000 students studying at any one time. Also maintain complete records of all students for accreditation purposes. Reduced number of SEVIS corrections by 80%Approve or deny any students’ course change requests according to company and US immigration policy. Advise students how to maintain proper status while studying in the country.Implement new processes and technologies to streamline student registration process, increasing customer service levels by developing a more efficient arrival procedure. Beta-test new technologies prior to release to other campuses, and provide design feedback to central office developers in Zurich.

Fostered a welcoming community for new students. Resolved conflicts within the residence and enforced disciplinary action when necessary. Worked under high pressure situations to maintain high customer service levels. Interacted with police and emergency medical services as needed. Worked with Residence Manager and Housing Director to increase customer satisfaction levels in the residence.

In this position, I work in the Administrative Office answering student questions, specifically those pertaining to their vacations, visas, I-20s, course extensions and terminations, airport transfers, and more. We host a weekly orientation, and have a week to week turnover of new students. I use SEVIS extensively for the registration of students and creation of I-20s.

I teach three sections of two different courses; Intermediate Reading and Intermediate Vocabulary. I have created a 12 week syllabus for our international students, which range from 16-40 years old, although the majority are between 18 and 25. Our students represent over 60 different countries. The students in my classes all speak between lower and upper intermediate levels of English.

With a team of eight other interns, we are responsible for developing programs and events for the students who are studying abroad here in Boston. We try to have at least three events every day. Some of these events are low-scale, such as dinners or movies. Other events are much larger, such as trips skydiving, to Six Flags, Providence Waterfire, Red Sox games, and more. When planning an event, we are responsible for all stages of organization from buying tickets, securing transportation, advertising to students, collecting money, and actually facilitating and chaperoning the events.