Nikki Olivas Email & Phone Number

• Develop new net price calculators and implement aid year updates and configuration changes to existing net price calculators. • Use analytical and logical reasoning to optimize the end user experience.• Use graphical modeling software to design, code, maintain, and test business rules.• Contribute to training material and documentation.• Collaborate with Customer Success Managers to identify gaps in technical specification logic, relate pertinent details for customer engagement, and author customer-facing solution proposals.• Precisely configure products to the specifications defined in the product requirements.• Perform thorough testing of products to ensure user experience and calculations are performing optimally.• Identify and develop process improvements to increase efficiencies.• Work as a team to develop creative product configuration strategies.• Configure web surveys via propriety survey engine to capture the required data elements necessary for specific product functionality.• Accurately and efficiently manage custom product specifications using a web-based database interface.• Develop and maintain test plans and automation test cases, ensuring accuracy of product functionality.• Ensure ADA/WCAG website compliance using web accessibility evaluation tools.• Research and implement industry compliance regulations and policies.• Stay updated on product changes, best practices, and shifts in the higher education industry to meet customers’ needs.

• Established a trusted/strategic advisor relationship with university Financial Aid and Admissions personnel and drove continued value of CampusLogic products and services• Owned the overall relationship with customers, including onboarding, increasing adoption, ensuring retention and satisfaction, and managing risk • Worked with customers to establish critical goals and aid the customer in achieving their goals to provide ultimate value• Delivered hands on training to customers• Analyzed customer data to improve the customer experience • Worked with customers to implement new aid year updates and configuration changes to net price calculators and scholarship programs• Stayed updated on product changes, best practices, and shifts in the higher education industry to meet customers’ needs• Advocated customer needs/issues cross-departmentally• Owned and implemented a post-implementation success plan to manage product adoption and utilization• Fostered a strong understanding of CampusLogic products and configuration options and their application to customer business needs• Worked with sales to understand the business goals for each customer to sustain business growth and profitability by maximizing value• Demonstrated product value by providing customers with best practice recommendations for continued optimization in line with their business needs• Used analytical and logical reasoning to discover areas for optimization, identifying useful information to support decision-making• Handled customer requests, responding to and resolving tickets in a timely and efficient manner• Deescalated problems or challenges raised by the customer, offering solutions to mitigate churn risk

The Woodlands, Texas, United States

• Advised enrolled and pre-transfer undergraduate students regarding their academic programs and curriculum• Analyzed degree plans and estimated anticipated transfer credit • Created educational materials for new students and career information• Processed degree exceptions• Assisted students with selecting and changing majors and minors according to their career goals• Analyzed TSI scores for appropriate course placement• Reviewed CLEP, AP, and IB scores for anticipated credit by examination• Provided retention services to students on academic probation and suspension• Resolved academic issues• Responded to faculty early alerts, conducted schedule checks, and facilitated outreach to advised students

Houston, Tx

Problem Solving• Resolved escalated applicant, student, faculty, staff, alumni, and visitor concerns regarding admissions, registration, financial aid, payment, and Title IX• Collaborated with faculty and staff to address student concerns and improve university procedures• Employed professional judgment, decision-making skills, and strategies to improve retention and degree completion• Provided technical assistance to online students through use of web-based self-service tools• Analyzed the status of student records using in-depth knowledge of university policies and procedures to resolve complex problemsTraining & Development• Interviewed, hired, trained, scheduled, and supervised 7-12 student associates• Developed student associate training sessions, teambuilding workshops, and staff retreats• Responded to frequently changing university environment by gathering information, establishing new procedures, and training professional staff• Trained and supported Dean of Students Ambassadors (student, faculty, and staff volunteers)• Wrote and maintained student and professional staff training manuals and resources• Attended PeopleSoft User Group meetings and assist functional analysts with PeopleSoft testingMarketing & Planning• Designed marketing materials and promotional items using Adobe Photoshop and InDesign• Maintained Dean of Students Office social media pages (facebook, Instagram, and Twitter)• Managed budgets for Dean of Students Office programs and office projects• Developed and implemented annual Constitution Day and voter registration program

Natick, Ma

• Coordinated process of completing in-home and in-facility assessments for long term care insurance companies to identify claimants’ benefit eligibility • Assigned independent nurses and staffing agencies in claimants’ local area to complete assessments• Followed up with nurses and agencies to ensure timely completion of assessments within five business days of receipt • Worked with claimants and claimants’ family members to resolve conflicts • Established rapport with independent nurses and staffing agencies in seven different states• Collaborated with team members in order to foster a productive work environment

• Advised enrolled students regarding university policies and procedures, students’ academic and career goals, program choices, testing exemptions, and alternative methods to earning credit • Advised prospective students regarding academic programs, discussed how students could prepare to begin their programs, and evaluated transfer credit• Identified and resolved potential obstacles to degree completion • Provided retention services for students on academic probation • Processed requests for readmission from academic suspension • Guided students through the course scheduling process • Evaluated transcripts, estimated applied transfer credits upon enrollment in university, and performed degree audits • Referred students needing assistance with tutoring, testing exemptions, disability services, etc. to appropriate services • Worked in close collaboration with finance counselors, enrollment counselors, and academic counselors in a team environment

• Taught English as a Second Language (ESL) online to Korean students (primarily adults) • Evaluated students’ linguistic ability to place students in the appropriate course level • Met the needs of individual students in a fast-paced environment• Monitored and evaluated student progress through daily feedback and periodic progress reports

Humanities Publication Center

• Assisted faculty members with projects requiring editorial assistance • Edited faculty manuscripts before sending for publication in academic journals • Managed multiple projects simultaneously while successfully meeting deadlines

• Assisted students at the City University of Hong Kong with English language acquisition by identifying grammatical errors and providing feedback on multiple drafts of coursework • Graded student papers

Master Of Education, Policy, Planning, & Administration

Specialization in Higher Education Administration Graduated January 24, 2012

Bachelor Of Arts, English

Education record