- Provide a high-quality experience for CAEL’s clients and partners and monitor client satisfaction to continuously improve service. Work with others to develop, implement, and memorialize client success processes and metrics.- Lead specialized team and manage distribution of work across team members and independent consultants based on factors such as capacity, expertise, or client relationships; and develop the skills of the specialized team and standard operating procedures to deliver budgeting, contracting, and project assistance and support efficiently, on schedule, and within budget parameters.- Responsible for leading or improving CAEL’s professional development offerings including monitoring client feedback on professional development and providing resources and input to assist with development of new professional development offerings.- Work with teams to manage project budgets, invoices, contracting, and internal budget/progress reporting.- Work with colleagues across CAEL to contribute to development of new products and refinement of existing products, contribute to thought leadership in the form of blogs and articles, and support marketing and sales strategies.- Strategize with Senior Directors on CAEL’s Partner Success team to improve client service, cross-train staff to increase capacity, look for delivery efficiencies, monitor budgets and scoping, and improve products and services.- Nurture relationships with former and prospective CAEL clients to build an ongoing dialog that will contribute to revenue generation for CAEL, success for our clients, and impact on the adult learners and earners CAEL ultimately serves. - Review sales proposals for appropriateness and applicability to prospective clients’ needs and assist with pricing and timing of delivery.- Create and deliver presentations at local, regional, and national conferences and other meetings.

- Hire and manage subject matter expert faculty assessors and instructors- Manage Student Advising and Student Admissions/Enrollment team- Manage, update, and create LearningCounts curriculum and course content - Create and edit LMSes (Canvas and Moodle), Turnitin, and iWebfolio technology training materials and documentation- Ensure that academic material and assessors follow CAEL's 10 Standards of Quality Assessment- Develop and lead faculty assessor and instructor training- Manage assessor portfolio assignments- Support instructors, assessors, and students with instructional and academic guidance- Develop portfolio development resources for LearningCounts.org students and assessors- Write course descriptions for transcription service- Approve portfolio credit recommendations on transcripts- Manage payroll disbursement for assessors and instructors- Collaborate with LearningCounts leadership team on strategic improvements and planning- Work with new colleges after they join LearningCounts; leading webinars for college administrators and advisers- Develop portfolio completion strategies for students- Troubleshoot technology issues for students and instructors

Leader of team of training specialists responsible for new employee onboarding, professional development, and continuing education needs for faculty and academic staff members across multiple campuses.- Developed and managed online faculty orientation program that included a combination of asynchronous content, facilitated live chats, and a comprehensive practicum assessment. - Oversaw faculty professional development and continuing education programs; including quarterly faculty in-service offerings, training for technology rollouts, preparation for accreditation visits, policy and process updates, and student retention. - Actively involved with University-wide preparation for accreditation visits. Developed a University-wide training plan and served as a subject matter expert on several sub-components of the criteria for accreditation. Worked with regional, programmatic, and state visits.- Authored self-study for University application for accreditation with International Association of Continuing Education and Training. Once approved for accreditation, managed ongoing relationship with accreditor and maintained compliance with CEUs and requirements for accreditation.- Served as consultant to executive stakeholder team. Conducted ongoing needs assessments and managed communications related to training projects and programs.

Managed Academics and Student Affairs staff training functions. - Developed and managed two-week new employee orientation and onboarding program for new staff member- Instructionally designed and delivered multiple continuing education development programs for Student Affairs staff; including Satisfactory Academic Progress, University-wide program knowledge, and Quality Service initiatives.- Collaborated and led the development of the Future Leaders Program for University staff members identified as potential leaders. Partnered closely with leadership teams across departments on a quarterly basis to promote and adminster the program.- Developed an online New Student Open House and multiple New Student Workshops to assist new students prior to their start dates. Designed several content modules and facilitated live chats with students each start.

Managed team of Student Advisors focused on assisting new students throughout their first five-week academic session. - Within six academic sessions, increased new student retention from 85.15% to 93.30%.- Focused on student retention initiatives by leading week-long retention campaigns each session to assist continuing students in the transition from one course to the next.- Facilitated resolution of student complaints through one-on-one coaching with students and interdepartmental cooperation. - Developed strartegic partnership with Admissions' National Director of Student Management and site Directors to enable creation of several new processes; including student pre-assignment to an advisor to facilitate better communication and service to the student. This initiative increased student retention for that group of students from 87.88% to 96.67% within four academic sessions.- Developed a comprehensive combination report within CampusVue that enabled Advisors to view multiple student "at-risk" factors. Report enabled better service to students by eliminating multiple steps and time needed for Advisors to assemble information prior to or during each student interaction.

Managed variety of sales support programs with emphasis in communications, process improvement development/implementation, and training development/delivery.- Developed and implemented over 20 successful programs in two years; including a multi-faceted communications network utilizing a variety of media to conduct monthly training programs on new products and services, processes, and policies. Collaborated with National Service Organization and Nortel Networks to develop the first web-enabled product training for the National Business Sales Organization.- Standardized and nationalized multiple sales processes and developed training programs to implement new processes within the National Sales Organization. Served as Sales' liaison on National Scope of Work project, which developed and implemented an automated SOW document for the Business Sales and Service Organizations. New Scope of Work was projected to save an average of $1M annually in operations expenses.- Developed and created a communications standard by which other organizations measured success for internal communications. Improved National Sales Organization productivity through utilization of sales intranet webpage/Sales Handbook to house new processes, training presentations, customer collateral, a national calendar of events, forms, presentations, and templates.- Supported Vice-President of Sales and Director of Sales Operations by coordinating, consolidating, and editing monthly operations reports from regional Sales Directors. Prepared monthly operations report/presentations for Vice-President. Prepared daily, weekly, and monthly reports of significant sales and losses and ad hoc financial reports.

Represented Business Markets on Sprint local telecommunications division-wide Accounts Receivable Reengineering project. Matrix-managed call center based teams across business units.- Developed detailed end-to-end processes for business accounts and utilized project management skills to meet aggressive, time sensitive deadlines. Developed training handbook and conducted training for team utilizing online technology.- Identified gap in collection activity on business accounts and coordinated specialized team of consumer representatives to focus on business accounts. Matrix-managed team of remotely located associates in five locations for over one year. Exceeded goal of collecting $500K previously written-off by 324% for a total of $1.6M.- Partnered with Supply Chain Management team on outsourcing vendor consolidation project. Coordinated vendor RFP responses and conducted vendor interviews. Project ultimately downsized the number of outsourcing vendors from over 100 to 10 and negotiated national contracts with the remaining vendors for all accounts receivable outsourcing needs.

Managed two teams of billing and collections representatives responsible for a $25M receivables budget in a nine state region.- Decreased regional bad debt expense by 42%in one year by actively pursuing past-due receivables.- Conducted daily employee coaching sessions on processes, customer service techniques, and effective listening skills. Managed employees' human resource issues and training histories.- Developed and delivered monthly training seminars for Business Operations all-hands staff meetings.

Managed a team of customer service representatives in a bankcard call center who answered incoming-demand calls and mail inquiries on Mastercard/Visa and private-label credit card accounts for both consumers and businesses.- Developed and conducted training for over 100 associates within a three-week period for a bankwide computer conversion. Completed training in advance with no downtime and without service interruption to customers.- Developed ongoing training modules for call center on bankcard promotions and changes to billing terms. Coordinated and developed a specialized training series for bankcard associates on finance charges and how they impacts customers.- Participated in off-site promotions at affiliate banks, tradeshows, and various community activities.

BA - Government