Jen White Email & Phone Number

Responsible for oversight of training program within Member Services and quality assurance over the adoption and execution of training. Collaborate with management and team leads to identify training needs and develop training based on departmental needs. Ensure routine update of internal and external resources for internal and external stakeholders.

Re-organized the new hire onboarding training program to ensure new hires had the competence and confidence to navigate a multi-platform customer service support role. Created product and soft skills content and developed various assessment methods to verify understanding. Monitored training effectiveness and requested survey feedback to make modifications as needed. Managed training development for in-job training for new and existing Parchment products, services and relationships.• Develop programs and curriculum for Learner and Member Support Representatives for orientation and in-job training.• Analyze the effectiveness of training and workshops to the representatives and develop appropriate modifications if needed.• Collaborate with management and team leads to identify training needs and schedule appropriate training sessions.• Develop systems to monitor and ensure employees are performing their responsibilities according to the training

Managed a remote team of 15 Faculty Mentors in the College of Business supporting the Bachelors of Science in Management program.Utilized data analytics to inform business-strategies utilizing Power BI reports, Tableau, Salesforce, Cognos and manual tracking as necessary. Leveraged data to determine root cause and intervene with appropriate mitigation strategies through weekly and monthly operational reports to senior leadership. Collaborated cross-functionally with other WGU departments, faculty and senior leadership on program level updates, changes and pilot initiatives. Provided quality assurance and performance management feedback to meet KPI outcomes in retention, student satisfaction, academic progress and graduation. Created and delivered team-based and individualized training and development to each mentor’s needs. Created content and delivered weekly team meetings to reinforce change management, performance expectations and install an enriching, positive team culture. Key Accomplishments:- Managed largest team in the Management program supporting over 1,300 students- Project management over all training for the new academic program that launched for the College of Business- Co-created, delivered and supported an employee resource and support initiative during the COVID pandemic for the entire College of Business- Completed professional development in Prosci ADKAR change management, UPenn’s Resilience Program in social emotional intelligence, and USF’s Diversity, Equity and Inclusion in the Workplace.

Remotely supported caseload of 85-100 students through their academic journey from admission to graduation. Identified and removed possible barriers through active listening and inquisitive inquiry. Provided consistent academic and motivational support to ensure students met academic benchmarks. Displayed social and situational awareness to mitigate possible escalations and collaborated with other departments within the university with care, curiosity and consideration. Served as peer leader on my team and provided call shadow feedback, quality assurance, and facilitated team meeting discussions. Key Accomplishments:- Top performer for student success KPIs- Promoted to Program Mentor II within first two years- Participated in pilot course launch, reviewed content and the course experience, and provided feedback to the project management team- Presented at WGU’s annual conference

Huntsville, Alabama Area

Served as primary point of contact for data analytic reporting needs for Admission team. Supported Admission department in the transition to a new CRM, Talisma, and partnered with the IT department to resolve challenges with the new platform. Created and delivered CRM training to all Admission staff and provided reinforcement training to ensure each user was comfortable using the technology. Created and organized trend analysis reports to share with the Director for senior leadership meetings. Recruited at-risk students in rural Alabama and provided pathways to state-based higher education opportunities. Displayed event management skills through guidance counselor receptions and prospective students events. Presented college admissions requirements and University-specific information to students 1:1, in medium-sized settings and at large venues.Key Accomplishments:- Pioneered Talisma CRM’s usage in the Admissions department and mitigated challenges, provided initial and reinforcement training to enhance the user experience, and created marketing templates for Admissions department to target audiences- Primary point of contact for all data analytic needs to support the entire Admissions department- Ability to mult-task and manage high level department needs while remaining student-facing and directly impacting the recruitment efforts through travel to rural, at-risk demographic areas

Emmitsburg, Md

Recruited students through extensive travel to urban and rural areas of Maryland, DC and other areas of the country as needed by the department. Presented information sessions at high schools, college fairs and on campus events through clear, engaging communication techniques. Reviewed and evaluated applicants from my recruitment territory and provided a recommendation on their admissions decision. Recommended scholarship opportunities to students based on academic performance and extracurricular involvement.Key Accomplishments:- Designed and organized the University’s highest yielding admissions event for prospective students, including supervision of current and prospective students for group facilitation activities and an overnight stay on campus.- Partnered with Associate Director to train and manage student leaders for department’s Overnight Experience program- Managed and created our department’s recruitment strategy for the year and trained colleagues in effective recruitment management techniques

Smithfield, Ri

Managed and supported students from the broadest recruitment territory within the department. Traveled extensively while providing urgent, student-centered outreach and meeting department level expectations. Presented information sessions and conducted admissions interviews to prospective students. Participated and supported on campus Admissions events through event management, public speaking, and customer service.Key Accomplishments:- Increased student applications from at-risk populations including New York City and Boston- Managed the largest geographic territory while upholding high energy and quality of support- Reviewed and provided admissions recommendations on high volume of student applications

Huntingdon, Pa

-Served as initial contact providing customer service to faculty, administrators, students and parents-Maintained database to ensure accurate input and management of student and faculty data-Entrusted to work with sensitive, confidential student and faculty information daily-Processed transcripts and enrollment verifications for students and employers

Huntingdon, Pa

-Co-developed the program and schedule for summer orientation for 450 freshmen-Collaborated with ten student campus leaders to facilitate team builders-Mentored students with course selection and recommended extracurricular opportunities

Huntingdon, Pa

-Instructed course material and facilitated lab sections-Served as a mentor to students and a liaison between non-profit partners-Graded papers and assisted the professor with course preparation and assignment methods

Huntingdon, Pa

-Developed social programs to encourage student interaction and maintained a welcoming community-Established interpersonal relationships with students and ensured a smooth transition into college-Resolved conflict regarding cultural differences on a freshman and international floor

Master Of Business Administration (M.B.A.), Business Administration And Management, General

Bachelor Of Arts, Communication And Literature