Lesley Phillips, Cipp/E Email & Phone Number

Fairfax, Virginia

Administers all Education programs for the Education Institute, to include the online Learning Management System (LMS), the online Certified Apartment Manager (CAM), and National Apartment Leasing Professional (NALP) designation programs. Trains affiliate staff on how to manage internal education programs. Managed the process of moving from a proprietary LMS to a full-service LMS. Works with IT to ensure data integrity and create new business processes for a new association wide database. Trains internal staff on day to day processes. Assisted in obtaining accreditation from the American National Standards Institute (ANSI) for the Certificate for Apartment Maintenance Technician (CAMT) program. Develops standard operating procedures to ensure consistency. Delivers exemplary customer service and manages relationships with affiliate associations around the nation and Canada, property management companies, and universities. Assists with committees and task forces to ensure members needs are met. Creates reports and performs data analysis to evaluate trends. Trained new employees on policies and database procedures. Manages designation renewal process.

Used foreign language and area knowledge to review and assess foreign open media sources, including Internet sites, newspapers, and specialized publications. Collected information from media to deliver analytic products and reports to the client. Developed and applied in-depth knowledge in a variety of topics. Translated complicated texts, such as treaties and legislation.

Evaluated individual calls to help ensure customer satisfaction on every contact with the call center on two separate client accounts. Organized internal calibrations with other evaluators to ensure consistent call evaluations. Developed excellent relationships with other Team Leaders. Worked with agents to help improve their quality scores. Worked closely with the clients to find new ways to improve the overall Quality Program. Traveled to the Philippines to train new agents on quality techniques and customer service skills.

Political Russian

Course focused on improving grammar control and political argument. Continued development of strategies for paragraphed speech. Enhanced.

B.A., Languages, Russian

Activities and Societies: Russian club, Dobro Slovo, UAA Leadership Award