Vicky Khoy Email & Phone Number

Poway, California, United States

United States

•Lead and manage Business support team to deliver an exceptional customer experience by supporting sales representatives with order entry and various functions.•Liason between multiple internal departments to improve communication and efficiency of processes which result in a positive customer experience.•Hire and train new Customer Support Representatives.•Administrator for company-wide phone and chat system.

San Diego, Ca

-Manage team of 15 direct report outbound coordinators including day to day operational responsibilities and tasks, performance management, and continued training and development.-Daily supervision of department of 65+ omnichannel representatives including, resource and staffing allocation and goal setting-Developed and conducted New Hire training for entire department, including candidate selection and interviewing, job training, coaching, and call monitoring (live and recorded)-Collaborate with B2B and Admissions teams to create effective call strategies for event generated inquiries-Provide daily reporting and analysis of database penetration, CMS utilization, and lead conversions

San Diego, Ca

-Make outbound calls to new inquiries, responsible for making the first impression to potential students. Qualify potential students and make warm transfers to Enrollment Services Advisers, assisting in initiating new enrollments.-Collaborate with other department leaders and participate in the Ambassador Program representing the Student Inquiry Center to improve cross-departmental awareness and knowledge-Member for department's Culture Club, partnering with leadership to organize training and events focused on driving employee engagement

San Diego, Ca

-Nutured the student populations of a high performing Admissions Team, reported to Admissions Manager and Director on the team’s enrollment performance, student retention and progression -Developed and coached others to implement strategies aimed to improve retention and the quality of relationship between counselor and student-Leveraged institutional resources and technology to improve each student’s experience, being a reliable expert to internal customers about targeting student success

San Diego, Ca

-Recruited students, matching their goals with programs offered through the online modality by building relationships which motivate students to succeed-Conducted admissions interview with potential students, advising on programs, admissions and graduation requirements, Federal funding options-Provided students with the tools and resources necessary to be successful and persist through their programs

Fairfax, Va

-Managed one of the top performing enrollment teams in Northern Virginia and coached them to focus on quality relationship building and retention, while motivating counselors to exceed monthly performance expectations -Assigned proper training for all specialized counselors and held team accountable to following compliance and federal regulations -Conducted performance evaluations and provided individual guidance on performance standards and strategies to achieve goals

Arlington, Va

-Recruitment of new students, providing them with solutions to achieve their goals through programs offered online and on campus-Conducted admissions interviews face-to-face and over the phone with students in the Washington DC and Northern Virginia region, building effective relationships to motivate and encourage students to be successful-Maintained a database of current and potential students and consistently met expectations for monthly enrollment while retaining existing and new relationships

Alexandria, Va

-Set goals for sales associates and motivated staff to exceed expectations, which drove store performance indicators to leading regional sales performance-Interviewed and hired new associates as outlined by training expectations from Human Resources through videos, materials, and sales floor coaching-Coordinated new product and seasonal project logistics including budgeting, scheduling, mapping floor plans, delegation of workflow, and oversee execution