William Schaper (He/Him/His) Email & Phone Number

New York, Ny, Us

New York City Metropolitan Area

- Consistently exceed organizational net promoter score targets and achieve 92% customer satisfaction by leading the implementation of all services focused on customer success and retention including insurance and wellness advisement, individualized goal advising, virtual events, workshops, emergency response management, and housing support.-Lead weekly meetings focused on delivery of services to at risk customers to increase retention. Has produced 88% customer retention each semester, in line with Shorelight’s organizational targets. -Serve as Customer Success subject matter expert and advisor in steering committee meetings focused on implementation of services at new Shorelight partnerships.-Efficiently manage budget to provide exceptional services to 150+ customers each semester without exceeding projected costs.-Chosen by Shorelight’s leadership to develop an emergency response plan that has been implemented across signature university partnerships. Resulted in increase in preparedness to respond to customer needs in emergencies company wide.-Founded Latinx ERG group focused on providing resources to fellow Latino and Latina colleagues.

Connecticut, United States

-Ran Project Management Department team meetings and processes, identified necessary action items and held colleagues accountable to completing them.-Led a transformative organizational-culture project focused on the adoption of new metrics and tools to measure employee success. Included management of internal and external stakeholders in IT, Human Resources, Finance, and Executive Leadership.-Coordinated logistics for gifting and charitable giving for over 1,600 recipients. Activities included external vendor management, purchasing, contact address verification, and tracking shipment progress in Salesforce.com and Excel.

Greater New York City Area

My responsibilities included training four Student Service Advisors to improve customer excellence using a “student as customer” approach. I managed logistics, maintained relationships with our housing partners, and oversaw staff training pertinent to student satisfaction and customer excellence. I also mentored new hires across partnerships. MY CHALLENGE:The rapport between Student Services and key university departments wasn't as good as it could have been. I was hired because the company needed a diplomatic person with keen relationship-building skills to raise our housing and orientation services to a higher standard. I boosted our net promotor and student satisfaction surveys scores. I also strengthened student outcomes by providing professional development and training for student services staff. MY ACTIONS: 1. Presented the value of Adelphi International's programs to international student recruitment agencies in India.2. Designed and led in-person and virtual orientations and workshops on utilizing educational, mental health, career, and academic resources.3. Delivered real-time student support to mental health counselors and emergency responders regarding any situation that involved legal affairs, mental health crises, to provide assistance with problems. 4. Interviewed and onboarded new hires to help them understand their roles, internationalize the campus, and generate revenue. 5. Collaborated with marketing team to produce content, update existing collateral, and drive marketing initiatives. MY RESULTS:1. Doubled Adelphi International's Net Promoter Score and increased overall satisfaction with services to 91%.2. Improved student satisfaction to 95% for orientation services.3. Produced a 92% program completion rate.4. Met new student acquisition targets and maintained high levels of student retention. 5. Drove survey completion, resulting in a 30% increase in participation to 87%.

Auburn Alabama

I was promoted to team lead for using situational leadership to meet students’ needs and achieve organizational KPIs. My responsibilities included overseeing the development and services for 150 students with government-sponsored scholarships. I engaged potential students and recruiters, illuminating for them the value proposition and benefits of the concierge-style, personalized assistance we provided. I was hand-selected to represent the organization’s programs at a recruitment exposition in China. I also provided direct support to housing and accommodations, finance, admissions, and academics to ensure organizational goals were met.MY CHALLENGE: Establish Auburn as the premium educational service for universities. MY ACTIONS: 1. Recruited, hired, and trained culturally diverse teams aligned with our mission and core values.2. Crafted advising plans for meetings between Auburn and 300 students regarding their academic goals.3. Supported and advocated for sponsored students, especially those from the Middle East, whose governments funded their students’ education.4. Developed relationships with global government officials to proffer updates on their students’ progress.5. Worked cross-functionally with student organizations on campus to promote student events and encourage student engagement.6. Collaborated with our academic department advisors to get students who were falling behind academically back on track.MY RESULTS:1. Exceeded progression goals of 87% each semester. 2. My program became the gold standard for sponsored student services to meet the special needs of Middle Eastern students.3. Uplifted students who were grappling with failing grades and mental health issues. Instituted a Student of Concern program to bring their progression rates up to passing grades and improved their overall educational experience.

Auburn, Alabama Area

As a founding team member of Auburn Global, I took charge of all the pre-arrival logistics for student housing for 350 students per semester. I responded in-person to emergency calls from students and property management regarding safety and student conduct to support cultural advisement to first responders. I trained and guided advisors on their roles to provide best-in-class student services.MY CHALLENGE: Launch a new student success process, which combined hospitality with a strong academic program in order to become competitive in a crowded marketplace. Offered a comprehensive support network to help foreign students graduate from American universities.MY ACTIONS: 1. Designed and implemented an orientation program, which was used across university partnerships.2. Developed programming for signature student events focused on cultural acclimation.3. Provided 24/hr. student emergency support.4. Worked with Auburn University’s provost to educate him on our mission and to solicit the support we needed to help our students succeed.5. Partnered with University leadership to convert detractors to appreciating the value of our services.MY RESULTS:1. Developed a signature student accommodations model, which was then adopted by other university partnerships. 2. Posted an 87% progression for students who required extra academic support.

Madrid, Spain And Remote

This publication focused on promoting independent and informed discussion on climate change between international government and business thought leaders.I was tasked with identifying and soliciting thought leaders for different themes within the publication. I achieved this objective by researching news trends, identifying contributors, then recruiting them to write for our publication. I worked in conjunction with the United Nations Framework on Climate Change sustainability goals and aided the distribution of the publication at the G7 and Conference of Parties summits for government influencers. I also managed the Salesforce database of current and potential writers.MY CHALLENGE: Revamp the digital distribution infrastructure and update the online digital presence of the publication by creating a modern and effective website. MY ACTIONS: 1. Designed and maintained a new website using Wordpress.com to improve the aesthetic and increase user engagement.2. Generated reports and presentations for sales and marketing campaigns and ran email campaigns using Mailchimp.3. Researched trends in environmentally sustainable business practices in order to identify appropriate content contributors.MY RESULTS:1. Increased rates of user visits and engagement with website by 28%. 2. Decreased customer acquisition costs. 3. Improved the way we targeted and reached out to contributors and subscribers.

Alcorcón Area, Spain

This program's aim was to improve English language acquisition at Spanish charter schools and enhance students’ understanding of U.S. culture. As a science and history teacher for students from the 1st through 6th grades, my role was to design and implement cultural immersion experiences in the classroom. I also supported the professors to develop their lesson plans in English.MY CHALLENGE: My mission was to raise the school standard; the teaching styles were outmoded, and as a result, the students’ English skills were not measuring up to the competition. MY ACTIONS: 1. Taught students in subjects ranging from English grammar to science.2. Worked with teachers to develop lesson plans.3. Taught English to teachers/faculty as an extracurricular activity.4. Hosted seasonal American cultural events such as Halloween and Thanksgiving to give the international students a flavor of our holidays and traditions.MY RESULTS:1. Parents saw improvements in English language and occasioned requests for me to tutor their kids at home. 2. Student/parent satisfaction was extremely high.3. Extracurricular cultural activities were established as the gold standard and soon became part of the general curriculum.

Madrid Area, Spain

This program was sponsored by the Spanish government to improve English language acquisition at bilingual public schools and enhance students’ understanding of U.S. culture. As an English teacher for students from the 1st through 6th grades, my role was to design and implement cultural immersion experiences in the classroom. I also supported the music department in their adoption and performance of English language pop songs.MY CHALLENGE: Make learning English engaging and fun for students in a traditionally rote-learning based academic environment. MY ACTIONS:1. Taught students in subjects ranging from English grammar to music.2. Worked with teachers to develop lesson plans.3. Provided support for cultural activities around both American and Spanish holidays.4. Helped music department adopt, rehearse, and perform English pop songs with students.MY RESULTS:1. Parents saw improvements in English language and occasioned requests for me to tutor their kids at home. 2. Overall student engagement and staff morale improved.3. Collaboration with music department served as a model for future music based activities and projects.

Bachelors, Political Science: International Relations, Spanish

Activities and Societies: Student Alumni Association, American Indian Student Association, On Campus Housing Dispatch

Academic Year Abroad, History, Latin American Literature, International Law

Studied abroad with the Education Abroad Program through U.C.L.A. and experienced immersion in Chilean culture and academics. Interned.