Nicole Miceli Email & Phone Number

United States

Chatham, New Jersey

-Use Salesforce to create, track, and resolve customer issues/escalations-Operate consistently to meet SLA’s for case resolution, subscription renewals, and course extension/add-on requests-Support front-line customer service agents as needed via email, chat, and phone

-Manage Pre-College Marketing Events through Event Watch Process, including materials shipments and proctor emails-Order marketing materials for PC Business Developers and Grad Field Team-Manage Keyless Access Codes for classes and teachers at Kaplan Facilities-Improve Operational Processes to drive down expenses and increase OI.-Train cross-functional.

-Tutor all facets (math/verbal) of the PSAT, SAT and ACT, as well as Math IC, Math IIC, and Literature subject tests to high school students-Tutor for the ISEE and SSAT exams at all levels, for students in grades 4 through 8-Named one of 3 Elite Tutors for the Tri-State Region in 2008 during the program’s pilot year-Teach SAT preparation to classes of.

-Assist Academic Specialist in staffing events and classes in NJ and NYC-Manage various spreadsheets tracking Events and regular teacher emails-Provide support to the proctoring and teaching team via email and telephone about scheduling, materials, and operational concerns

-Work Remotely providing phone and email assistance to Kaplan students and families-Manage Excel database of over 7000 College Prep Advantage Students-Process Class Enrollments and promote CPA resources to enrolled families-Provide tutoring student support to National and Online Only territories

Newark, NJ

-Service and Manage Premier Tutoring Families and their courses, including sales and enrollment, facilitating practice exams, and providing college admissions advice when appropriate-Coordinate Tutor Recruitment and Training, including conducting phone interviews and in-person auditions-Present at marketing events

Prior to my tenure at Kaplan, I held roles at Civil Engineering companies and one public municipal office. My responsibilities included field work, design, and drafting mostly in the area of site civil (grading, drainage, paving). Experience with AutoCAD, MicroStation, and ArcGIS.

Bachelor Of Engineering (B.E.), Civil Engineering

Activities and Societies: Alpha Phi Omega, ASCE, Dramatic Society, Glee ClubPassed Fundamentals of Engineering Exam 10/03 - Registered.

Education, 4.0

30 Post-Baccalaureate credits in Education, Psychology, and Related Coursework

Master Of Science (M.S.), Information Technology

Specialization in Business Intelligence and Analytics, expected graduation spring 2019