Paula Waldruff Email & Phone Number

Mansfield, Ohio, United States

Class List:Advertising and Promotion MarketingCustomer ServiceIntroduction to Business

Mansfield, Ohio, United States

Mansfield, Ohio, United States

• Responsible for the recruitment of students to the college.• Provide excellent customer service to all contacts.• Work closely with both the marketing department and career services in order to collaborate on strategies.• Provide classroom training to high school students in career exploration classes.• Frequent public speaking to both small and large groups.• Develop strategies on process improvement in order to incorporate new and creative ways to increase enrollment.• Development of presentations suitable for an effective learning environment.• Participate in group interviewing teams.• Develop long term and meaningful relationships with high school staff, business representatives, students, and parents.• Facilitation of benefits of the college as a way to increase enrollment through group presentations and one-on-one conversations.• Assist Dean of Students as needed.• Utilize Word, Excel, and PowerPoint on regular basis.• Partner with representatives from other colleges in order to learn their offerings in order to provide the best experience for students.• Recruit, interview, hire, and train Student Ambassadors (direct reports).• Assist in other departments as needed.• Partner with representatives from local businesses in order to review offerings at the college that match up with tuition reimbursement plans, and present this to their employees.• Participate in such things as mock interviewing, and college application day at high schools.• Advisory board member at a local career center.• Work independently on prioritizing tasks, especially during the busy travel season.

December 2010Selected to manage 200+ seat contact center for America's #1 Education Company handling ordering, inbound customer calls, project management, delivery-including International, process improvements, training and development, and financials. Key role as a project leader in process improvement events utilizing Lean and Six Sigma, and the consolidation of business units and departments.Responsible for managing a customer care contact center upwards of 150 people during peak season to ensure hiring quotas were met, proper training was provided to both new hires and existing employees, customer satisfaction goals were met and provide support to my management and training team. Held weekly meetings with direct reports to review status of employees, projects, training classes and to share ideas on possible process improvements. Project Lead on the successful consolidation of four business units order entry processes, and incoming customer phone calls.Partnered with Human Resources to develop a company-wide attendance program.Created job descriptions for all positions in the department and partnered with Human Resources to assign appropriate salaries based on job requirements. Created objectives each year for the entire department to utilize for APEX performance reviews.Project Lead on the successful implementation of separation of duties to ensure compliance according to the Sarbanes-Oxley guidelines pertaining to customer data integrity.Team Lead on two Lean Rapid Improvement Events; Order entry processing and Customer Data Integrity.Recruited to become a facilitator for Lean Rapid Improvement Events.Project lead on Associate Satisfaction Survey improvement exercises.Recruited by outside Consultant Group as the Project Lead heading up a cross functional and cross departmental process improvement team.Responsible for screening, interviewing, hiring, and holding orientation for all new hires.Partnered with Human Resources to negotiate salaries.

Selected to manage 2 retail store locations with 15 employees for the #1 wireless company in the industry. Led cross functional team that included inside sales, technicians, and customer service associates. Improved the quality of service provided on a continuous basis by performing mock audits, and providing instant feedback to associates. Exceeded monthly inside sales goals on a consistent basis.Recruited to support 2 additional remote retail locations during a management transition.Responsible for the recruiting, interviewing and hiring at all 4 locations.Project Lead on pilot program to provide audits at the retail location level.Recruited to facilitate training at the retail location level. Successfully facilitated training classes on an as needed basis to 4 retail locations. Certified as a training coordinator in 1993.Project Lead on opening a new retail location that included the hiring of all inside and outside associates, set up of the facility, ordering of inventory, and required training.Perform monthly inventory reconciliation in preparation for quarterly audits held by Corporate Auditors.

Master Of Business Administration (M.B.A.), Human Resources Management/Personnel Administration, General, 3.975 Gpa

Bachelor'S Degree, Human Resources Management/Personnel Administration, General, 4.0 Gpa, Summa Cum Laude

Activities and Societies: Delta Mu Delta International Honor Society in Business

Associate'S Degree, Business Management