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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 experience

Feb 2012Present

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 2011Feb 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 2010May 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

Jan 2012Present

Ed.S.

Liberty University
Aug 2006Dec 2011

Master of Arts

Liberty University

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

Aug 1993May 1999

Bachelor of Arts

Roberts Wesleyan College

Skills

CISCO Phone based Software
Oracle Banner
Microsoft Dynamics CRM
Microsoft Office

Certifications

Aug 2000Dec 2001

Basic Technical Communications

Rochester Institute of Technology

References

Robert Mason

Michael Shenkle