Leading an expert team of consultants to implement Anthology's Student Information Systems (SIS) built on Microsoft’s Azure Cloud. System function includes: recruitment & admissions, records & registration, degree audit, financial aid, student accounts, career services, and contact management. CampusNexus Student also includes integration to CampusNexus Engage CRM system which is based on Microsoft Dynamics 365 CRM platform (see company info here: (https://www.anthologyinc.com/).Responsibilities include the budgeting, forecasting, staffing, client engagement, and day to day management of SIS implementation projects supported by CMC. Overall responsible for the quality of the service that our team delivers to our higher education customers.

• Improve the business processes for each department through analysis and collaboration• Get involved in long-term business planning at the managerial and executive level• Collaborate with department management to develop financial and business plans• Analyze the performance of support functions for departments and make recommendations for improvement• Provide daily direction and communication to about 50 employees so that customer service calls, skypes, emails, and questions are answered in a timely, efficient and knowledgeable manner. • Provide continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers.• Provide statistical and performance feedback and coaching on a regular basis to each team member. Write and administer performance reviews for skill improvement.• Be available for employees that experience work and/or personal problems providing appropriate coaching, counseling, direction and resolution.• Ensure employees have appropriate training and other resources to perform their jobs. Respond to and resolve employee relations issues expressed by team members; create and maintain high quality work environment so team members are motivated to perform at their highest level.• Address disciplinary and/or performance problems according to company policy. • Complete daily operations to include the development, analyses and implementation of staffing, training, scheduling, and reward/recognition programs. • Share continual responsibility for deciding how to manage the employees ensuring customers are handled efficiently and effectively.• Establish work procedures and processes that support company and departmental standards, procedures, and strategic directives.• Ensure compliance of all federal and company policies regarding Title IV Funds.• Provide excellent customer service to 50 campuses.

Provide daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner. Provide continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers. • Provide statistical and performance feedback and coaching on a regular basis to each team member. Write and administer performance reviews for skill improvement. • Be available for employees that experience work and/or personal problems providing appropriate coaching, counseling, direction and resolution. • Ensure employees have appropriate training and other resources to perform their jobs. Respond to and resolve employee relations issues expressed by team members; create and maintain high quality work environment so team members are motivated to perform at their highest level. • Address disciplinary and/or performance problems according to company policy. • Complete daily operations to include the development, analyses and implementation of staffing, training, scheduling, and reward/recognition programs. Work as a member/leader of special or on-going projects that are important to area/process improvement. • Share continual responsibility for deciding how to manage the employees ensuring calls are handled efficiently and effectively. • Establish work procedures and processes that support company and departmental standards, procedures, and strategic directives. • Use appropriate judgment in upward communication regarding department or employee concerns. • Ensure compliance of all federal and company policies regarding Title IV Funds. • Provide excellent customer service to 10 campuses.

Assist the Director of Financial Aid in administering federal, state, and institutional financial aid funds and services, and oversee document management. Determine student eligibility for various types of financial aid; awards and distributes funds that apply. Assist and provide direction for the operational functions of the department and manage staff as appropriate.  Participate in college outreach activities and manage the student loan program  Supervise, train, evaluate, and provide work direction and guidance to assigned staff;participates in the selection of personnel; and reviews and monitors the work of staff to ensurecompliance and accuracy with all state and federal policies and regulations  Develop, update and present financial aid information through the use of brochures, literature,and workshops directed toward students, parents and community groups  Participate in college outreach activities with an emphasis in financial aid advising  Verify documents and maintain student generated information used to determine eligible forfinancial aid awards; performs Common Origination and Disbursement (COD) and Business ServiceOffices (BSO) reconciliation  Conduct need analysis and determine individual student eligibility for various aid programs  Advise students regarding academic and career objectives in relation to financial aid; Assist in the formulation of operational plans and program budgets; assist in administeringapproved budget  Maintain current knowledge of regulations, policies, application requirements and eligibilitycriteria for financial aid and scholarship programs, including computer hardware and software  Maintain compliance standards for federal and state financial aid programs; ensure conformance to federal, state, and District policies, procedures and regulations  Prepare and submit a variety of statistical and electronic data to a variety of internal and external departments.

Investigate customer's problems and find solutions.Communicate with customers via phone, email, or letter.Hire, train, motivate, and complete disciplinary actions for customer service agents.Provide scripts to read from during phone calls.Handle major incidents that cannot be resolved by agents.Resolve complaints and order issues.Quality Control reviews.Keep abreast of new company products and services.Analyze data and statistics.Compile and print reports on overall customer satisfaction.Isolate and identify areas of improvement.Train agents on how to adequately address problem over the phone or how to write correspondence.Work with management on customer service initiatives.

• Provide daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner. Provide continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers. • Provide statistical and performance feedback and coaching on a regular basis to each team member. Write and administer performance reviews for skill improvement. • Be available for employees that experience work and/or personal problems providing appropriate coaching, counseling, direction and resolution. • Ensure employees have appropriate training and other resources to perform their jobs. Respond to and resolve employee relations issues expressed by team members; create and maintain high quality work environment so team members are motivated to perform at their highest level. • Address disciplinary and/or performance problems according to company policy. • Assist manager and supervisor with daily operations to include the development, analyses and implementation of staffing, training, scheduling, and reward/recognition programs. Work as a member/leader of special or on-going projects that are important to area/process improvement. • Share continual responsibility for deciding how to manage the employees ensuring calls are handled efficiently and effectively. • Establish work procedures and processes that support company and departmental standards, procedures, and strategic directives. • Use appropriate judgment in upward communication regarding department or employee concerns. • Ensure compliance of all federal and company policies regarding Title IV Funds. • Provide excellent customer service to over 100 CCi Campuses

• Verify and analyze financial transactions and processes to ensure compliance in all areas • Conduct Audits on several processes and report findings• Second Review of reports conducted by other Team Members• Train and Motivate other Team Members• Research and attend trainings to ensure knowledge and understanding of all current regulations regarding Title IV and Higher Education

• Provided excellent customer service to over 100 CCi Campuses• Coordinated breaks and lunches with team members in two separate locations• Motivated and Assisted in leading team members • Trained campuses and team members• Provided strategies to improve service and ideas to improve company and team performance, efficiency, and morale

• Trained all office positions• Processed Title IV packaging for students• Provided assistance to students with financial aid questions• Conducted financial aid meetings with students and parents• Helped with deposits, invoicing, and accounting utilizing Quickbooks• Performed Drops, Starts, & Graduate students files• Responsible for accounting functions including, accounts receivable, accounts payable, and keeping all accounts balanced and reconciled• Assisted in Audits & Accreditations, payroll, ordering supplies, and other functions