Samantha Keough Email and Phone Number

Responsible for selecting and training quality staff for the School of Education Transfer Evaluation team. Effectively manage team performance by establishing metrics, distributing work, evaluating performance, and providing timely guidance and feedback to ensure accurate completion of quality assurance within service level agreement. Provide guidance for career growth and professional development. Ensure team has functional training and technical resources to achieve job expectations. Assist in the design, implementation, and maintenance of a robust training program for all departmental staff. Collaborate with OTR team, leadership, SOE enrollment, and other WGU departments to provide feedback, advice, counsel, and implementation of process and technology improvement, policy changes, and student success initiatives. Act as a liaison for WGU with outside institutions, vendors, and organizations. Counsel students, staff, and faculty on academic policies and procedures. Provide weekly coaching for all members of the team.

Created and use reporting to evaluate the daily queue volume, capacity, and needs of the team. Understood and determined program eligibility for IT college admission. Resolved and assigned task cases, evaluations, and other projects. Collaborated with their manager to support other WGU departments by providing feedback, advice, and counsel on process improvement, policy changes, and student success initiatives. Served as liaison for IT College Enrollment team. Administrator of team and liaison SharePoint sites. Assisted in the training and development of newly hired team members. Contributed to and assisted with the generation and analysis of reports associated with service level agreements, job performance, and the academic success of students. Worked with students and staff to handle issues, appeals, and any questions regarding transfer credit. Utilized Ellucian Banner to add, remove, and edit student coursework and credit. Worked with managers to drive deliverables and to act as a just-in-time department resource.

Understood and determined program eligibility for IT college admission, analyzed prior student coursework for application to student record, and recorded results to provide student with most accurate transfer credit possible while maintaining program integrity. Served as liaison for IT College Enrollment team. Administrator of team and liaison SharePoint sites. Assisted in creating and updating team training materials for new and existing members. Performed readmission evaluations for students, as well as degree verifications. Worked with students and staff to via email to handle issues, appeals, and any questions regarding transfer credit. Utilized Ellucian Banner to add, remove, and edit student coursework and credit.

Understood and determined program eligibility for IT college admission, analyzed prior student coursework for application to student record, and recorded results to provide student with most accurate transfer credit possible while maintaining program integrity.

Worked with students to remove obstacles and provide information on taking an official break between terms. Helped students determine if a Term Break is a viable option, counseled students on what to expect during Term Break, refereed students to appropriate resources to help them succeed academically, and communicated with the student when returning back to resume active status.

Provided careful analysis and assessment of secondary school curricula, academic performance, standardized testing, essays, letters of recommendation, personal statements and other applicant submissions to determine which students’ educational aspirations and abilities are closely aligned with the mission and goals of the university.