Serve as the primary point of contact for assigned prospective and enrolled students. Assist students with identifying the ideal program of study that is consistent with the career and educational goals of each student. Clearly communicate and adhere to the admissions process, gathering of all required documents, and maintenance of student records. Effectively manage a pipeline of prospective students on a rolling 60-day basis. Self-starter that works well with minimal supervision. Working on a remote basis.- Ensure all necessary documentation is received and compliant with organizational and federal guidelines- Demonstrated ability to consistently prioritize multiple tasks and meet deadlines

Sub-contracted to facilitate Workforce Development skills training as part of the Arizona SOAR program. Topics include Communication Skills, Teamwork Dynamics and Critical Thinking/Problem Solving. Utilize dynamic training techniques that actively involve participants in the learning process while facilitating classes with an understanding of varied Adult Learning Styles.

Trained, developed, and directed a team of 10 Team Leads and over 120 Customer Service Associates in the processing of claims for a class-action lawsuit. Designed, implemented, and documented processes, and evaluated existing processes to identify opportunities for improvement. Work as part of a cross-functional team to ensure claims are processed within established SLAs, and that training and support needs are met. After a few months. was asked to assume the role of Operations Manager for the site. Oversaw operations and workflow processes of the site, ensuring that KPIs were met. Created and maintained quality control to ensure that claims are accurate, complete, and compliant. Key Responsibilities & Achievements: ► Provided support in a class-action lawsuit initially training the claims processors then oversaw production as an operations manager. ► Improved workflow resulting in an average increase of 12 completed claims by each agent.► Evaluated received documents to identify potential discrepancies and fraudulent claims.

Led team of 14 Customer Service representatives in a call center environment. Managed escalated client issues, evaluated calls, and implemented coaching to ensure service quality and sales goals were consistently exceeded.

Oversaw operations for branch loan origination and new account team. Trained and monitored team to ensure compliance with all organizational and regulatory standards. Reviewed declined loans to identify opportunities for exceptions, collaborated with auto sales partners to increase branch sales production, and resolved escalated member issues. Key Responsibilities & Achievements: ► Led, supervised, coordinated, and oversaw the rise in productivity levels from 9th place to 1st within a network of 17 branches ► Implemented second-look underwriting process to help increase loan revenues by 40%► Achieved a training and facilitation NPS (Net Promoter Score) of 87.5%

Delivered marketing strategy to churches and non-profit entities. Evaluated, developed, and implemented social media and digital marketing plans to expand client awareness, and contracted with leading search engine provider to evaluate relevance and utility of search results.

Oversaw operations of call center, managing team of 20 associates. Implemented aggressive sales programs to exceed sales, referral, and quality goals. Analyzed statistical data to identify coaching opportunities and ensure compliance with established SLAs.Key Responsibilities & Achievements: ► Managed and supervised the team that led call center in quality average handle time and referrals for 3 of 5 years in the role► Developed and implemented leadership development initiative to identify emerging leaders

- Analyzed feedback from call center leadership to improve and enhance new-hire training program- Developed a referral based training program that resulted in a 150% increase in referral opportunities for sales- Developed Online Banking training program- Aided in the development of the Quality Assurance team and established guidelines and reporting methods.- Perform needs assessments using surveys, interviews, and observations; identify additional training needs; and write proposals to develop new training programs- Partner with other Trainers and Developers to enhance the quality of training programs through their continuous development and the integration of technology training solutions into these programs- Develop comprehensive skills-based training programs to support the integration of new products, services, and technology enhancements into the Customer Contact Center- Train new-hire and ongoing service, sales, and systems training programs including introduction of company benefits, policies and procedures to new-hire associates- Utilize dynamic training techniques that actively involve participants in the learning process and promote retention while facilitating classes with an understanding of varied Adult Learning styles- Created Excel reports to aid in training and Quality Assurance analysis.