PSCU has undergone a significant transformation in the world of projects. We have grown from a PMO that was in it's infant stages (and at the time that was all that was needed) to a bustling young adult. My accomplishments include:Introduction of a new project model (as revised and implemented by the Senior PM)Creation of PM Documents (Charter, Statements of Work, Empathy Statements, Functional Specifications, BRDs, and other OPAs)Continuing education in PMO techniques Currently working to achieve my CAPM Certification with intent to achieve PMPScheduling in a non-uniform environmentProject Management from Initiation to ClosureIntroduction of a Lessons Learned process (later repurposed as a retrospective)Coaching and Leading employees new to project managementIn short, in my position I am rarely working on simple projects, but complex new horizons that we have never before explored. I am familiar with projects that are fully internal to multi million dollar initiatives.

My standard duties included being a top performer on the top lead generating team for the outbound calls division.Additionally I worked with the real time analysis team, though was not full time while I was being considered for supervisory positions.During my time here I produced multiple tacking and service improvement documents that were widely distributed amongst the call center. Specifically I created tracking documents that identified trends and analysis through excel, a spreadsheet that converted details from one platform format to another platform's format through the press of a button and coached users from floor to management on use of excel and other office documents.

The Student Relations Specialist is a position that focuses on mentoring, coaching, and training both students and staff in areas that increase student retention rates. All of these duties closely align with the required tasks of a Student Services Coordinator. As an SRS my duties included:• Analyze data, feedback and behavior for individual advising through phone and email techniques. • Create individualized plans in order to support new, returning and non-traditional learners.• Develop retention plans and strategies with the students Admissions team, counselor and manager as well as twice weekly contacts (often more when needed) in order to help students find and maintain success.• Maintain confidentiality under strict FERPA regulation.• Record keeping tasks include call logs, detailed notes and meetings with Admissions Counselors and Managers.• A strong knowledge of University academic tools including the Office of Access and Wellness, acting as a sub-bursar per se in student advocacy, access and knowledge of the library, writing center and other academic tools. • Maintain sensitivity to an adult and non-traditional population utilizing technology services with extremely limited background. Patience and honest passion and caring are the only ways to mentor in this environment.• Constant up training, evaluation and educating Admissions staff on new policy roll-outs.• Deliver student orientations through webinar for groups or individually by way of 1-on-1 phone calls.• Attend and report to weekly status meetings to address developmental metrics such as student retention and fail rates and insight into individual student drops.

• Customer Service: Mediate and resolve disputes with internal and external clients. This includes credit unions, banks, investors as well as company direct clients. Customer liaison responsibilities in order to facilitate discrepancies between accounts receivables and billing statements.• Coordination and Communication: Report directly to the department Controller, CFO and CEO regularly as well as schedule meetings with heads of the collections and customer service departments in order to expedite the resolution of issues as they arise. Schedule meetings, draft project guidelines, and oversee implementation of project decisions.• Leadership: Supervise a team of five in order to accomplish these tasks as well as service needs of internal and external customers. Develop and achieve weekly and monthly goals.• Experience: Conception and implementation of several new departments in order to handle evolving business needs, provide superior service and increase efficiency of company practices within a rapidly changing and growing environment. These departments included two research and resolution teams as well as active participation with management and members of all teams throughout the company.