Tabitha Robertson Email & Phone Number

• Identified opportunities to maximize service quality and effectiveness for students; developed, implemented, and monitored employee performance goals and objectives on a regular basis to ensure potential students were properly advised and served in conformity with applicable law, regulation and policy• Developed the enrollment functions and activities to ensure quality student service levels; observed student and employee conversations while evaluating and coaching staff • Collaborated with other personnel in the development and maintenance of community relations and business partners to increase campus awareness in accordance with campus goals and objectives• Coached and advised employees on course and program information, enrollment, degree program options, requirements and progress, and provided information on University policies and procedures

• Represented the campus at various leadership meetings and conferences as a top 10% performer• Conducted student appointments to identify students' educational goals and disseminated course and program information to potential students. • Assisted potential and/or current students in understanding their financial obligations while partnering with students' assigned finance advisor. Informed the student of appropriate time and program commitments while helping them identify available options to develop a personalized plan for success. • Used professional knowledge and perspective to relate to new and potential students to establish professional rapport and add to the student experience.• Provided effective communication with potential and/or current students via telephone, email, and/or in person. Utilized critical thinking and problem solving skills to address and resolve student issues and ensured a positive student experience. Addressed potential and/or current student concerns and sought appropriate resolution to potential problems. • Serviced students by performing appropriate follow up and coordination with team members. • Monitored student participation and progress through the enrollment process to ensure that students were in alignment with University policies

Richmond, Virginia Area

• Prepared syllabus and outcomes for course instruction• Supported and fulfilled the mission of the institution• Facilitated learning on subject matters related to business administration• Conducted online classroom discussion• Educated in the Blackboard learning environment• Mentored students with educational, professional and personal issues• Maintained effective relationships with students, faculty and staff• Proven track record of high student retention and exceptional end of course survey results

Richmond, Virginia Area

• Increased productivity by 30% while implementing a 10% reduction in headcount• Managed multifunctional team and performance of over 50 outsourced vendors ensuring quality of Capital One’s products and services• Developed virtual infrastructure and managed process critical to building and maintaining relationships with key business owners throughout the company• Responsible for savings of over $10 million in annual costs by researching associate suggestions and identifying projects and project owners to implement various changes• Established strategic plans and partnered with other key business owners to analyze and determine quality directives; responsible for day-to-day management of quality assurance specialists• Instituted quality processes to increase departmental efficiency; identified areas of opportunity for training and development• Independently designed curriculum, created and produced materials and manuals; developed, customized, and delivered training to new quality assurance specialists and resource management personnel• Reviewed solicitations prior to release to ensure company quality standards were achieved • Trained, evaluated, and coached customer service, sales, retention, and collections associates and supervisors on company policies and procedures in order to provide world class service to customers and achieve quality standards• Analyzed customer accounts to respond to customer inquiries and resolve various account issues in high call volume, inbound call center; determined customer needs to position value and sale additional products and services; demonstrated extensive knowledge of Capital One’s products, policies and procedures