Joshua Haley

Joshua Haley

Objective

To obtain a position in Enrollment Management in order to utilize the admissions, retention and customer service skills developed working in higher education.

Work History

Work History
Feb 2012 - Present

Assistant Director of Retention

Liberty University
  • Responsible for implementing enrollment retention policies and managing communication efforts to increase student retention including planning and managing the day to day operations of the Student Advocate Office.
  • Responsible for maintaining Excel reports to track daily retention progress.
  • Responsible for writing and executing monthly coaching sessions for all Student Advocates and for writing and executing annual employee reviews for all Student Advocates.
  • Responsible for resolving escalated student situations.
  • Responsible for maintaining the daily functionality of the outbound dialer for the Student Advocate Office including troubleshooting with Business Intelligence and IT Telephony.
  • Responsible for maintaining the daily functionality of CISCO including initiating troubleshooting with IT Telephony.
  • Responsible for planning and executing events toward student retention such as Scholarship Search 101 and Mobile Advocate.
  • Responsible for planning and executing New Student Orientations and Fall Welcome Week.
  • Responsible for publishing new job openings, for interviewing prospective Student Advocates and for initiating new hiring proposals and background checks.
May 2011 - Feb 2012

Supervisor of Admissions Counselors

Liberty University
  • Responsible for helping Admissions Counselors achieve application and deposit goals through training and side by side coaching as needed.
  • Responsible for maintaining Excel reports to track goals.
  • Responsible for maintaining a working knowledge of financial aid and accounts and for assisting potential applicants with financial aid and accounts questions as needed.
  • Responsible for maintaining new and current prospective and inquiry files and for developing and maintaining the dialer logic to best reach desired groups.
  • Responsible for developing and executing call flow training materials for new hires.
  • Responsible for interviewing prospective Admissions Counselors, and, as needed, for initiating new hiring proposals.
  • Responsible for maintaining the daily functionality of the outbound dialer for all of Admissions, including troubleshooting with Business Intelligence and IT Telephony.
  • Responsible for maintaining the daily functionality of CISCO including initiating troubleshooting with IT Telephony.
  • Responsible for workforce management for all of Admissions from 12-9pm daily.
May 2010 - May 2011

Inquiry to Application and Dialer Process Supervisor

Liberty University
  • Responsible for developing and maintaining application goals for the Inquiry to Application team.
  • Responsible for helping Admissions Counselors achieve application and deposit goals through training and side by side coaching as needed.
  • Responsible for creating and maintaining Excel reports to track goals.
  • Responsible for maintaining a working knowledge of financial aid and accounts and for assisting potential applicants with financial aid and accounts questions as needed.
  • Responsible for maintaining new and current prospective and inquiry files and for developing and maintaining the dialer logic to best reach desired groups.
  • Responsible for maintaining and upgrading as necessary the inquiry call flow.
  • Responsible for quality assurance within inquiry.
  • Responsible for developing and executing training materials related to the Inquiry to Application team.
  • Responsible for developing training materials for Admissions Counselors on an as needed basis.
  • Responsible for writing and executing monthly coaching sessions for all Inquiry Admissions Counselors and for writing and executing annual employee reviews for all Inquiry Admissions Counselors.
  • Responsible for publishing new job openings, for interviewing prospective Admissions Counselors and for initiating new hiring proposals and background checks.
  • Responsible for maintaining the daily functionality of the outbound dialer for all of Admissions.
  • Responsible for workforce management for all of Admissions from 2-9pm daily.
  • Responsible for serving as the evening supervisor for all of Admissions.

Education

Education
Jan 2012 - Present

Ed.S.

Liberty University
Aug 2006 - Dec 2011

Master of Arts

Liberty University

Thesis Title: The Relationship of the Battle Sequences in Zechariah 12-14.

Aug 1993 - May 1999

Bachelor of Arts

Roberts Wesleyan College

Skills

Skills

CISCO Phone based Software

Oracle Banner

Microsoft Dynamics CRM

Microsoft Office

Certifications

Certifications
Aug 2000 - Dec 2001

Basic Technical Communications

Rochester Institute of Technology

References

References

Robert Mason

Michael Shenkle