✔ Established processes and documentation to meet business requirements and needs.✔ Collaborated with cross-functional teams on the successful implementation of projects and events.✔ Provided thought leadership and partnership to my direct report on goal setting and goal achievement, professional development, project leadership, and process improvement.

Oversee daily operations of a 6-12 employee Client Services Department offering customer support. Manage new and current employees' hiring and training, scheduling, efficiency, and client relationship well-being.✔ Enhance processes, assign appropriate resources, boost effectiveness, and satisfy customers through report generation and call center data examination.✔ Created the department’s key performance indicators (KPIs) and metrics that resulted in team acceptance, greater productivity, and increased customer satisfaction.✔ Upgraded the phone system and built and led AVR strategy and Salesforce integration

Manage the day-today operation for an expanding team. Manage the program health of several educational programs. Serve as the contact person and SME for stakeholders. Monitor the team and programs performance using an array of reporting techniques. ✔ Manage 10+ employees both domestic and international with an ensured adherence to product processes and quality standards✔ Effectively communicate program goals, deadlines, and new implementations to the team; as well as, conduct performance reviews and development training for the team✔ Managed program risks and issues, as well as changes to projects plans and deliverables

-Help with the development of new Application Advisors-Assist in the development and implementation of qualitative and quantitative accountability measure-Help to institute and develop cohesiveness in the completion process across all programs while working closely with Admissions Directors and Managers to identify the specific needs of the Admissions floor-Assist in the launching of new programs and provide feedback/data regarding new programs

-Provide information to prospective students regarding the university, the graduate program, and the admissions requirements-Counsel and follow up with a group of prospective students through the application process-Communicate with prospective students using both oral and written communication skills-Upon submission, contact applicant to schedule interview if necessary-Review incomplete files based on program guidelines and determine missing/incomplete documents on a continuous basis-Review files with admission managers to establish contact priority-Contact applicant to review and reconfirm educational history, request outstanding application items and confirm recommender contact information.

-Manage 3 Application Advisors-Help to institute and develop cohesiveness in the completion process across all programs-Work closely with Admissions Directors and Managers to identify the specific needs of the Admissions floor and best usage of the Application Advisor-Oversee and help with day-to-day operations to ensure department functions are meeting university standards-Assist in the development and implementation of qualitative and quantitative accountability measures-Work closely with the ERS Training Team and the Training Department to establish onboarding, training, and professional development for current and future Application Advisors inform new AC’s about process-Conduct one-on-one meetings with individual team members and lead team meetings

-Provide information to prospective students regarding the university, the graduate program, and the admissions requirements-Counsel and follow up with a group of prospective students through the application process -Communicate with prospective students using both oral and written communication skills-Upon submission, contact applicant to schedule interview if necessary-Review incomplete files based on program guidelines and determine missing/incomplete documents on a continuous basis-Review files with admission managers to establish contact priority-Contact applicant to review and reconfirm educational history, request outstanding application items and confirm recommender contact information.

-Individual Counseling: Counsel students in grades 6 through 8, using a cognitive behavioral and person-centered approach to address issues concerning: assertiveness; bullying; academic performance; classroom behavior; high school transition; and building healthy relationships -Programs Implemented: Help plan, implement, organize, and evaluate programs which include: assist with high school transition program which include a high school fair, survey on high school acceptance, and “We’re Cool for High School” board that list the schools in which the eighth grade students will be attending in the fall -Peer Meditation

-Certified in Early Language and Literacy Classroom Observation (ELLCO), Classroom Assessment Scoring System (CLASS), and Early Childhood Environment Rating Scale (ECERS) instruments -Compiled notes and graphs -Cross-checked notes with other field researchers