- Deliver unparalleled customer service by identifying and working creatively to resolve customer pain points, improving the overall customer experience for over 1,000+ accounts and 30,000+ individual customers, across multiple product lines and tech applications.- Manage hiring, day-to-day operations and development of the Customer Success and Technical Support teams including running the new hire integration process, teaching operational workflows, providing coaching conversations, performance evaluations and fostering a positive and synergistic environment to optimize effectiveness and drive successful outcomes.- Assess, address and deal effectively with gaps in customer understanding through partnering with cross-functional teams to produce and present relevant training material through monthly Lunch & Learns.- Recommend appropriate solutions to optimize processes on 600+ annual waste and sustainability events to increase scheduling efficiency, reduce operating costs and increase participation.- Refine account onboarding procedures for 100+ accounts aimed to ready and guide new customers through a brand consistent, simplified explanation of client service SLAs.- Develop new collections strategy increasing RPC by 40% and lowering delinquent accounts by 35%- Provide change management support with the launch of a new tech application impacting 700+ accounts, representing the voice of the customer in all development phases.

- Managed and executed all aspects of company meeting and event planning, to include vendor selection and negotiation, event communication and promotion, registration, onsite execution and detailed budget management.- Collected, analyzed and presented crucial post-event feedback reporting out to an executive audience on core operating metrics and KPIs.- Supported company travel policies and program (air, hotel and car rental) through communication and training.- Synthesized and communicated complex information regarding company travel and risk mitigation policies; managed internal discussion boards and developed supplemental training material and SOPs including authoring the company’s Zoom Meetings & Events Playbook.- Piloted four new meetings and events in my first quarter with the company including a high-profile event, multi-day meeting, a VIP experience and a series of webinars.

- Directed all admissions-related visits, events and programming ranging from daily visits and Sunset Tours to large-scale Preview Days and custom overnight visits to outreach events such as Fall Recruiting, PLNU In Your Area and Admitted Student events.- Managed various components of event planning, including marketing, registration, scheduling facilities, catering, media, and more.- Lead contact for CRM visit and event management, travel tracking, form building, online payment, submitting tickets and troubleshooting as needed.- Hired and supervised Campus Visit staff and student workers to communicate information regarding the university, its admissions policies and procedures and answer questions while embracing a fun and highly collaborative team culture.- Facilitated new hire training and continuing education programs designed to support the success of professional admissions counselors and student tour guides; assessed skills and performance quality, provided observation notes and real-time feedback and regular content reviews of scripts to maintain accuracy, brand consistency and relevance to cross-generational audience.- Served as a member of the Admissions Committee charged with developing the department's recruitment plan with a focus on serving diverse and first-generation population initiatives, representing the voice of the customer across all areas of the organization and providing second reads on counselor files.

- Served as an integral part of the Industry Engagement unit in planning and executing complex employment events both on and off-site including four high volume career fairs.- Cultivated relationships by connecting the career interests of students and alumni with hiring needs of employers, specialized in the Technology and Engineering industries and serving diversity and inclusion initiatives.- Piloted three new employer recruitment programs, Micro Fairs, Triton Treks and student organization events, which have since been adopted as signature events at the Career Center.

- Assisted with student advising including communication between program faculty and students, maintaining articulation agreements and information on all programs including on web. - Liaisoned internally to the Registrar’s Office, Career Service Center, Provosts and their Academic Advising staff and externally with community colleges, high schools, the general public and other on and off-campus entities for outreach and recruitment activities. - Coordinated logistics, create marketing content, plan guest speaker accommodations and travel and maintain budget for special events.- Maintained and balanced the operating budget and endowments for the programs.

- Managed enrollment as a Decision Committee member - Coordinated all travel recruitment efforts including managing a team of ten and its travel budget- Oversaw all digital and traditional marketing communication including managing the department's CRM and recruitment tracking, evaluated the impact of programs through use of performance metrics, owned the advertising budget and maintained partnerships with marketing vendors and consultants- Onboarded new platforms and supported development of mobile application

- Engaged prospective students, parents and other constituents with the goal of recruiting students to the university involving 25% travel- Presented 1,000+ information sessions, conducted 500+ student interviews, evaluated 10,000+ applications and counseled 600+ students and families through the entire admissions process, supporting them in their critical college admissions decision - Trained and acted as point of reference for new admissions staff- Provided recruitment support by means of traditional marketing, online advertising and social media including supervising marketing and social media student interns and bloggers- Inaugurated nation’s first scholarship fund for victims of human trafficking, Beauty for Ashes

- Facilitated coaching programs and business education seminars through client interaction and strategic alliance development- Supported program manager in contracting efforts between program engineers and medical staff- Provided event coordination and sponsorship expansion with company’s non-profit organization, Bikes for Tykes