Jessica Barr Email and Phone Number

• Responsible for the overall successful operation, training and monitoring of graduate admissions recruitment and yield processes. • Coordinates with departmental leadership to implement student enrollment strategies and manages resources to meet enrollment targets. • Provides leadership in the execution of the strategic vision of Graduate Admissions through travel, recruitment, and campus partnerships. • Provides leadership and mentorship to teammates, assists in the execution of the strategic plan, monitors expenses and other managerial functions as needed. • Serves as a primary contact for prospective students and their families, advisors, and other individuals and organizations involved in the college selection process at the graduate level. • Key responsibilities include all aspects of the graduate school recruitment process, which includes helping to identify prospects, managing the application funnel, generating applications from leads, and internal and external relationship management throughout the entire application cycle, and across multiple departments at the University. • Engages with prospective students and their families during individual meetings, information sessions (in person and virtually), and campus events to build relationships, answer questions, and explain the benefits of a Drexel University graduate education. • Counsels accepted students through the enrollment process to facilitate a smooth transition to Drexel. • Responsible for recruitment of prospective students both locally and nationally through attendance at and travel to college fairs, conferences, professional organization events, community events, employer partner-organizations and virtual fairs within a designated program vertical.

• Coordinated and managed a comprehensive training plan to achieve the continuous growth of all staff members through individualized development plans, effective onboarding of all new staff members, ongoing training, and measurable outcomes.• Developed and refined recruiting initiatives to help achieve DUO new student and returning student enrollment goals.• Established positive working relationships with both DUO and Drexel University staff members • Managed a high performing team of Enrollment Counselors, responsible for creating an exceptional student experience by offering personalized attention from the first point of inquiry through to enrollment in an online degree program.• Was responsible for determining daily work prioritization across direct reports through campaign creation and management, utilizing CRM to monitor progress, report, and provide analysis on completion outcomes.• Worked with Director and Assistant Director of Operations to develop, implement, and track adherence to outreach protocols across multiple communication channels, including phone, email, social media, video conferencing, and live chat.• Navigate within the application platforms and CRM to move applicants through the admissions process.• Monitor the enrollment funnel to identify areas of opportunity and develop strategies to increase conversion rates. Additionally, conduct standard application pool management activities including but not limited to: meet/connect regularly with academic partners, complete and distribute applicant pool management reports to stakeholders, and manage prior term deferrals, expired records, and returning students. • Assist the Director with all elements of the department’s quality assurance methodology to ensure prospect-satisfaction across all points of in , payment options, and procedures.

• Managed a multi-channel 50+ blended team of remote and in house agents. • Launched and led operations of 24x7 customer support for phone, email, whitemail, social media, live chat and text.• Was responsible for relationship management of clients and maintaining client contract agreements.• Managed team to established client budget, ensuring that financial performance meets or exceeds operational targets.• Identified opportunities to offer additional client support and activities, working with the Account Director to price and sell new or enhanced services. Advise clients on the best practices and means to achieve their business objectives and tracked success post-implementation.• Developed and executed team level training initiatives, and regularly coordinated team building activities and hosted client visits.• Analyzed data to identify and track trends that impact operational performance indicators.• Regularly presented performance data to executive leadership and client partners.• Managed client audits, assessment processes, and expectations, working with internal Telerx associates to obtain and present program performance review.• Responsibilities included interviewing, hiring, and training Associates; planning, assigning, and directing work; appraising performance; rewarding and disciplining Associates; addressing complaints and resolving problems o Nominated for Telerx Associate Quarterly Award- July 2015 o Active Member of the Telerx WellBeing committee o Assisted in coordinating employee recognition and motivation activities, including a Nestle Waters sponsored "#ToastToGoodness" event for Nestle agents in March 2015

• Managed the tactical, day to day aspects of a 16+ agent multichannel customer engagement team. • Ensured successful operations and performance to client expectations including associate performance, policy adherence and continual process refinement, meeting and exceeding both Telerx and client goals and objectives.• Oversaw the planning and launch of the Social Meda Team, developing key performance indicators (KPI) to track daily performance and growth. Developed weekly and monthly Dashboards charting these metrics to send to the Client on a regular basis.• Developed and maintained social media and chat initiative work instructions and protocols. • Worked closely as a liaison between Campbell Consumer Affairs, Campbell Social Marketing and Telerx Social Interaxions team to develop and execute Social Media Team focus and responsibilities, including daily social engagement and reporting.• Oversaw the newly launched Chat initiative through the corporate website, working with the Chat agents to develop appropriate scripting to enhance and improve customer interactions, while also overseeing program functionality and issue resolution.• Created and executed formal Quality Expectation Profiles to successfully track and manage quality for Social Media and Chat team agent performance.o Presented with Telerx Associate Quarterly Award- November 2014o Six Sigma Yellow Belt Certification Achieved- October 2013

• Attended weekly meetings to discuss new products and strategy goals.• Promoted business online and placed orders for clients, developing and executing marketing promotions, sales, and special events.• Kept client's cards on profile and keep them updated with any new products that may fit their needs.• Conducted one-on-one client consultations to identify skin care needs and answer questions regarding product line.• Built and maintained a successful base of 500+ Customers. • Utilized in person demonstrations and events, as well as e-mail, direct mail and telephone to develop and maintain strong Customer relations. • Was responsible for maintaining client records, sales tracking sheets and financial records including expense reports and inventory control reports.• Recruited, trained, and oversaw a personal team of seven independent beauty consultants.o Ranked #1 in Unit Sales for 2011-2012 Seminar yearo Ranked #3 in National Area Unit Sales for 2011-2012 Seminar yearo 7-time Star Consultant status for sales.

Supervised the daily activities of assigned sales team members to meet and exceed yearly team goal.• Recruited, hired and trained new sales representatives. • Helped the sales representatives in implementing and developing long term and daily plans, that optimized time and resources. • Made sure that all the inside sales representatives achieved the knowledge of products and services as required. • Identified the coaching and training needs and took necessary steps to accomplish desired results. • Prepared all required reports related to sales, customer service, average call time, quality assurance call monitors, sales campaign and team production activities. • Analyzed and interpreted team sales data to enhance and forecast sales representative productivity. • Conducted daily pre-shift activities to refresh representatives on current company trends, product updates, and sales and/or team production contests. • Maintained expert knowledge of all products and services, company policies and quality assurance standards. • Monitored team members calls and provided face to face feedback on quality assurance and Customer service. Developed, delivered and coached performance development plans as necessary. • Responsible for performing extra tasks as assigned by team managemento Inner Circle Award Recipient for Excellence in Performance