∙ Coordinate transformative initiatives to enhance community engagement and operational efficiency within ASU Online's advising landscape.∙ Create a dynamic forum to regularly facilitate knowledge-sharing, relationship-building, and the implementation of consistent strategies for digital immersion learners.∙ Act as a bridge to close knowledge gaps between EdPlus and online advising units, promoting seamless collaboration and understanding.∙ Employ a "boots on the ground" approach to regularly visit all online academic advising units, prioritizing in-person meetings when possible to serve as a liaison and problem solver.∙ Solicit and gather feedback from stakeholders, sharing relevant insights with a focus on enrollment, retention, common program obstacles, and current challenges/trends.∙ Share performance metrics, highlighting successful strategies and areas for enhancement.∙ Evaluate current online advisor training protocols across units, emphasizing non-advising specific components such as culture, online learners, student support models, and expectations.∙ Disseminate job aids, training models and insights to leadership for onboarding new staff hires, ensuring a cohesive and standardized approach.∙ Assess existing communication channels and meetings between coaching and advising departments, determining effectiveness and identifying areas for improvement.∙ Collaborate with success coaches, enrollment team and academic advisors to devise strategies that improve communication and strengthen relationships across colleges, fostering a collaborative environment.

• Played a key role in implementing and developing large-scale, innovative university initiatives, including the EdPlus Success Coaching Center, Starbucks College Achievement Plan, and Global Freshman Academy/Earned Admission programs.• Developed and executed comprehensive contact strategies for ASU Online students and Earned Admission learners, utilizing various channels such as chat, email, phone scripts, text messages, and knowledge-based articles. • Utilized proven analytical and reporting skills to enhance student retention, increase total enrollment outcomes, and identify key performance indicators for strategic planning. • Leveraged data storytelling and analytics to secure critical resources from internal and external stakeholders, supporting the growth of ASU Online and EdPlus.• Served as liaison for EdPlus and the ASU Learning Enterprise, utilizing data and storytelling to improve student experience outcomes for Earned Admission and Universal Learners.• Collaborated with the University Technology Office and Institutional Analysis to create comprehensive reports on EdPlus priorities, including melt rates, orientation completion, dropout rates, demographic performance trends, and program/college comparisons for undergraduate and graduate students. • Managed partnerships and formal agreements with colleges, third-party vendors, organizations, business, and institutions to support the goals of ASU Online.• Oversaw a support team dedicated to Universal Learners on the Open edX and Canvas Learning Management Systems, as well as Career Catalyst learners. • Designed and executed a successful logistical strategy to establish an enrollment pipeline for ASU Online through the Earned Admission program, providing college pathways for learners who had not yet met the University’s admission requirements. • Served as the Ombudsman for student resolution for a period of 5 years, ensuring effective communication and resolution of student concerns.

• Effectively led a team of 12 academic managers and 120 academic counselors responsible for supporting nearly 30,000 online students. • Directed the strategy and performance outcomes for the Western Region, consistently maintaining top performance for retention and total enrollment.• Executed large-scale project management initiatives aimed at improving student services, enhancing retention rates, and maximizing new enrollment.• Developed and presented quarterly performance plans to increase student retention, ensuring department accountability to budgeting goals. • Cultivated buy-in from vital departments to maintain high levels of performance, fostering strong relationships across the organization.• Facilitated organizational leadership meetings to review student lifecycle reports, analyzing data on new, continuing and tenured student retention.• Led regional staffing and hiring efforts, utilizing behavioral-based interviews to identify innovative and effective employees.• Actively participated in multiple University committees, driving process reinvention and improvement to maintain quality pedagogy while achieving aggressive goals. • Consistently received top ratings on all reviews from senior leadership, demonstrating excellence in all areas of performance.• Prioritized and developed quality relationships with enrollment and financial departments, collaborating to increase enrollment and improve retention. • Identified and resolved bottleneck processes through data analysis and departmental and student feedback, enhancing productivity and efficiency.

• Effectively supervised a team of 12 academic counselors responsible for supporting over 6,000 online students. • Implemented ongoing training programs to ensure consistent high-quality service levels among new and existing employees. • Demonstrated strong coaching and mentoring skills by providing continuous education and personalized guidance to employees, helping them achieve their individual career goals. • Developed and executed large-scale retention strategies that significantly contributed to student success and improved overall retention rates. • Conducted regular departmental meetings, delivering informative and engaging large-scale presentations on performance, goals, and objectives. • Maintained exceptional levels of client and employee satisfaction, as evidenced by positive survey feedback and key performance indicators. • Consistently exceeded performance goals in areas such as total enrollment, call quality metrics, student retention and customer service.