Sharon Soler Email & Phone Number

University Of Maryland, College Park

• Manage a dynamic and diverse portfolio of projects including federal grants, research projects, and language learning products
• Set project priorities, identify necessary resources, and develop a schedule for deliverables
• Clarify client requirements, identify risks, and ensure adherence to all project specifications
• Establish, document, and revise project processes and milestones
• Monitor and ensure the quality of program deliverables
• Communicate status, progress, issues, scope changes, and risks to project team members and stakeholders

University Of Maryland, College Park

• Proactively managed teams of international subject matter experts and collaborated with internal teams to ensure the development and timely delivery of high quality language learning materials
• Monitored, tracked, and reported on essential project activities and financial data
• Worked collaboratively with Second Language Acquisition specialists to revise and improve pedagogical activities and resources for online language learning materials
• Analyzed translations of project source material to determine ILR level and ensure adherence to project requirements
• Researched and composed informational background notes to supplement learning material
• Recruited suitable external team members for each project; provided ongoing coaching and training

(formerly Office Of Professional Studies)

• Managed customer service needs of over 25 educational programs targeted to working professionals; administered all aspects of programs from contract negotiation through financial close; built effective and lasting.
• Mapped existing enrollment management processes from inquiry through enrollment; proposed and implemented changes to streamline procedures and improve responsiveness
• Implemented communication plan to convert inquiries to enrollments and to retain existing students; regularly composed and launched targeted email campaigns
• Designed orientation websites for on-campus and online students
• Researched, selected, and initiated use of online survey tool; created more than 30 surveys for retention and assessment purposes; collected, analyzed, and shared data
• Conducted transfer of credit programs’ student data to CRM (Customer RelationshipManagement) database system; performed data cleanup and maintained data integrity

(formerly Office Of Professional Studies)

• Managed Program Services team, providing comprehensive customer service to all non-creditand Continuing Education Unit (CEU) programs
• Identified need to upgrade legacy enrollment application; analyzed and wrote business requirements; researched and compared features of CRM applications; selected and implemented product that best met business needs
• Managed seamless conversion from existing registration software to new web-based CRM product and conducted training for OPS staff; new application significantly decreased manual processes and improved service to.
• Performed User Acceptance Testing (UAT) to validate software features prior to production implementation.
• Worked with campus clients and CRM vendor to identify and implement enhancements to registration services, such as shopping cart functionality and client report websites
• Created issue matrix to track CRM product service requests; worked with vendor to test fixes; maintained status updates and shared with affected internal clients

(formerly Office Of Professional Studies)

• Managed payment contracting process for instructional faculty; improved procedures and documentation
• Created instructor payment and customer service forms to update processes, improved efficiency and facilitated information flow between OPS teams
• Provided operational support and logistics management for non-credit programs
• Established and monitored project timelines for program development and delivery
• Implemented customer satisfaction survey process for non-credit programs
• Completed special projects for the Assistant Dean such as financial reports, trend analysis, and market research for decision making and information sharing purposes

(formerly Office Of Professional Studies)

• Served as main point of contact for all student needs associated with non-credit programs
• Developed and updated weekly reports on program enrollment and revenue
• Recommended and implemented improvements to registration, payment, and CEU processes
• Maintained database of student registrations, payments, and CEUs
• Collaborated with Marketing and Professional Programs staff to design customer satisfaction surveys for internal and external audiences
• Promoted to Program Coordinator, Academic Consulting

• Managed performance of call center quality assurance team; addressed operational issues
• Extensively redesigned quality improvement program and implemented new initiatives
• Compiled monthly reports and analyzed statistics to identify trends in service delivery and opportunities for improvement
• Proposed and won approval for procedure change resulting in significant annual savings
• Instituted Quality Improvement Committee as a forum to improve cooperation and develop effective relationships between teams throughout the company
• Regularly created and delivered presentations on quality program to high-level representatives of VISA corporate office, member banks, and service providers

• Implemented and conducted training on new quality improvement system; launched new program to facilitate peer involvement in call center monitoring program
• Streamlined department functions to maintain high level of customer service, despite 75% reduction in staff
• Acted as final point of escalation for all customers’ written and verbal complaints

Ba, Government, International Relations, Spanish

Activities and Societies: DC Schools Project, Amnesty International, Maryland Public Interest Research GroupConcentration in International.

Education record

Education record

Leadership Development Institute

Foundations of Leadership Certificate Program, Spring 2006

Certificate In Research Administration: Beginner Track

Completed December 2017