Support the enrollment systems and processes for Boston University’s 17 graduate & professional schools; work closely with administrators in the schools and colleges, IS&T, other central offices, and standing university working groups to ensure the success of operational projects, clean data collection, consistent business processes, and best practice sharing; serve as client lead with Liaison International, the vendor for Boston University’s graduate application systems, and coordinate with school users on product training and improvement. Represent graduate affairs on functional working groups in preparation for new SIS implementation. Lead Graduate Admissions Working Group and Enrollment Marketing Platform Working Group.

Responsible for the oversight of data and systems management for recruitment and enrollment at MET College (over 4000 students), working directly with an array of constituents across the University, including Admissions staff at MET and the other schools/colleges at the University, MET Marketing, Administrative staff and Faculty in all MET academic departments, Financial Assistance, Business Office, Office of Distance Education, University Registrar, MET IT & University Information Services & Technology office (IS&T), and the International Students & Scholars Office.

Set strategic direction and policy which led to an increase in undergraduate and graduate student retention by over 20% for online programs and over 13% for on campus (evening) programs; Served as client lead for contact relationship management software launch by preparing data for transfer, establishing communication plans and protocols, setting business processes and training/auditing users. Developed annual business requirements and over 300 program-specific materials for graduate application, working directly with the vendor (Liaison International) to identify integration issues, coordinate testing and provide regular feedback on functional issues. Co-chaired university-wide graduate admissions operations subcommittee, prioritizing vendor feature requests, troubleshooting technical issues and sharing best practices; Worked with deans, department chairs, faculty and staff to ensure consistent policies, reporting and messaging related to student enrollment; analyze trends in enrollment for both undergraduate and graduate populations in on campus and online programs

Developed messaging around 65 undergraduate, graduate and continuing education programs at Boston University’s second-largest college, clarifying admission procedures, registration processes and University policies to over 15,000 inquiries annually; Reported on and analyzed Outreach activities for the Dean, making recommendations for future activities based on interest and conversion; Served on Dean’s Communications and Retention Working Group to develop retention process and timeline, training staff at all levels and following up to ensure process is maintained throughout the academic year; Planned, designed, and facilitated over 30 annual recruitment events, including webinars, information sessions, open houses, and corporate seminars; Managed the Student and Corporate Outreach budget and planned expenditure process; Coordinated hard ticket events for alumni, managed event flow at commencement and other high-profile ceremonies.

Supported daily operations of character experiences, fireworks, parades, and shows. Managed the expansion of character dining experiences, partnering with Food and Beverage, Photo Imaging and Merchandise teams to create a seamless experience; Created training and reference materials for food and beverage staff at Magic Kingdom and Epcot restaurants for roll-out of new character dining experiences; Developed plans to strategically utilize over 1,500 employees across disciplines to staff all entertainment offerings, managing work schedules and budget; Coached, mentored and advised employees with varying levels of experience on performance, procedures and career development; Hosted orientation and training programs and assisted in planning of semi-annual welcome event for new employees; Ensured the Disney Entertainment brand was accurately portrayed in theme parks, resorts and dining locations; Refined operating procedures and educated leaders, peers and direct reports on all HR processes, including time recording and benefit disbursement

Responded to guest needs related to reservation policies and procedures and followed up with business partners to ensure guest satisfaction; Built relationships with consumers and Travel Agents to ensure conversion of groups; Promoted three times within 18 months

Recruited, interviewed and made admissions decisions for prospective students, resulting in the largest and highest ranked freshman classes in school history; Served as liaison to the School of the Arts, coordinating audition invitations and representing admissions at Arts events; Analyzed predicative data by geographic location and reported on timeliness of application review; Wrote copy for marketing materials, decision letters and campus event one-sheeters; Redesigned the Ambassador Program to emphasize the importance of quality interactions with prospective students and families and create a sense of program pride, which resulted in 100% rehire rate for returning Ambassadors; After a 40% budget reduction, redefined financial structure of Ambassador program to ensure proper tour and office coverage relative to compensation of student workers.

Scheduled and deployed over 500 performers and support roles, adhering to union, budgetary and performance training guidelines; Ensured Disney character integrity was upheld by new and veteran performers; Created and implemented new Coordinator Training Program at Epcot; Coordinated Cast Excellence Survey, achieving the highest ever participation level (96%).

Represented actors auditioning for film, television and theatre; Interviewed prospective clients and explained contract provisions to new clients; Maintained database of talent contact and contract information.