Larry Stokes Email and Phone Number

- Managing all customer service operations within the Office of Scholarships and Financial Aid department:- Managing a team of 10 customer service staff including scheduling, goal setting, performance appraisals, feedback, coaching, and staff development- Responsible for all recruiting, training, and direct supervision of the representatives/staff- Effectively managed department resources to stay within given budget- Working with directors and leadership to foster an environment and culture of customer service, staff development, and motivation for achievement- Responsible for monitoring the operation, including quality, service levels, and schedule adherence- Developed deep knowledge of the financial aid products and processes while serving as a cross-functional leader - Respond directly to customer requests including all escalations across multiple channels- Developed and implemented new customer service processes within the department:- Developed internal business processes and workflows for directing customer requests to the appropriate departments, teams, and staff - Reduced response time for customer request from an average of 4 business days to less than 24 hours - Implemented a cross-training program, enabling the Institution to handle additional requests while maintaining current staffing levels - Representing the Georgia Institute of Technology directly to external customers: - Developed documents, presentations, correspondence, and broader communications for up to 20,000 customers that receive financial aid each year - Deliver oral presentations (in-person and virtually) for financial aid recipients

• Make recommendations on organizational changes and policy/procedure development to improve programs, processes, and procedures• Monitor department compliance with state and federal regulations, county and departmental policies and procedures• Recommend organizational changes to Director to meet department goals:o Modified the evaluation process for applicants to include final transcripts before enrollment; new process ensures quality of incoming enrollees and meeting of all admission requirements for enrollment• Collaborate with all areas of enrollment services to ensure applicants matriculate to student• Provide direction and support to division managers and staff to ensure departmental effectiveness and efficiency• Plan, direct, and manage undergraduate admission operations including training and assisting users with systems applications, responding to various problems, and coordinating with operations or technical staff to effect solutions or enhance systems performance• Specific projects include:o Slate CRM – one of 4 “super user” administrators in the office who maintain the system, territory management – South Georgia and all homeschool applicantso Tuition classificationo New student transcript certificationo Slate CRM implementation team, database management, management and troubleshooting of student Common Application related issueso Producing effective training documents for the department, front facing customer service for Operations teamo Lawful presence verification

- Front desk – greeting prospective students and parents, maintaining records using Hobsons CRM software, Slate, and SCT Banner. Answering questions, counseling and advising students and parents on the undergraduate admission process.- Communication center – fielding miscellaneous emails and phone calls related to the undergraduate admission process.- Daily group information sessions – presenting campus life, traditions, and overview of the admission process to groups of up to 100 students as well as one-on-one meetings with students and parents on the freshman and transfer admission process.- Territory management -- travel planning, visits, outreach, and file review for populations including: Wisconsin, Minnesota, Tennessee, Kentucky, homeschool applicants and eastern Georgia.- Outreach to various liaisons on campus in the effort to achieve admission goals; assisting the Operations team within the Office of Undergraduate admission with special projects as assigned, related to visa status and tuition classification, among others.

Freelance musician working for a number of churches throughout Atlanta. Providing organ and piano accompaniment on a contract and interim basis as needed.

- Academic support for large lecture class including: meetings with students, grading exams then analyzing and compiling data, occasionally giving lectures in the absence of the professor. Used MS Excel to maintain a database and analyze class grades through pie charts, identifying information for students to be used in performance evaluations and discussions in student meetings. Advising students to improve class performance.

- Classroom instruction for students with diagnosed learning disabilities, includingalgebra I and II, geometry; U.S., world, Georgia history; economics, government, social studies. The academy actively encourages integration of technology into instruction (all students use school issued laptops, for example) including computers, Smart Board, and internet browsing.- Behavioral evaluations used to assign students a result in the structured ranking system; rankings used to counsel and advise students and parents to achieve improvement in academic results and behaviors.- Selected to represent department on Long-Range Strategic Planning Committee; recommended plans to align school’s mission statement and strategic objectives with day-to-day planning and teaching duties.- Track / cross country, archery instructor, choral accompanist, emergency response committee and diversity programs committee- 5 years success in securing grant funding for annual social studies fair.

Classroom instruction in a nontraditional format, including evenings, weekends.