Responsible for processing student files to determine based on their previous education experience if they are admissible into the University. Also responsible for processing program change requests, start date changes, working closely with the Registrar and Enrollment team to ensure students who are admissible move through the process to become registered students seamlessly. This position requires a lot of attention to detail, ability to prioritize and a great sense of time management.

Provide information and service to help potential students determine if CSU-Global is a University that meets their educational and personal needs. Maintain a high level of professionalism while helping students reach their goals. Guiding students and maintaining their application and files throughout the enrollment process. Required to maintain and meet goals on a monthly basis; enrollments, retention, dials, talk time, etc.

•Performs data entry for various sales databases.•Prepares exports from sales database. •Maintains integrity of customer database through periodic housekeeping efforts.•Customized bills, exports from sales database, and various letters and correspondence upon request.•Pulls gate tickets to support billing inquiries or special bills.•Maintains electronic and “hard copy” filing systems.•Performs special projects and other duties as assigned by supervisor.•Provides phone service coverage as needed.

-Coaching and developing customer care representatives in the full admissions process -Responsible for identifying trends in quality assurance, attendance, and training opportunities. -Responsible for following and enforcing policy and procedures. -Using trends and areas of opportunity I form individual and group training plans to assist with areas of opportunity and to build on strengths. -Quality Assurance, Agent Development, Training, Goal Setting, Performance Metrics Reviews, Interviewing, and Coaching 15+ agents - Data Entry, Attendance, Payroll, Email Campaigns and Motivational Projects -In August of 2014 my account was let go but I was hired back on as a Customer Care Team Coach-Champlain College (10/14-06/16)-In March 2015 I successfully launched a Full Admissions account and worked closely with the client to meet and exceed expectations of the College. -The same duties and responsibilities apply from the previous coaching position, different product knowledge-Also ran and oversaw an email outreach campaign

-Responsible for fielding inbound and outbound prospects through an automated dialer-A full interview would be conducted and if a student met qualifications they would be assisted with the application and the application process-Each student that applied remained in my pipeline to be followed up with every 2-3 days until enrolled-Once enrolled they would be transferred to an Academic Advisor-Retention calls would be made to follow up with students who may have dropped out or did not complete the process-Responsible for meeting a bi-monthly goal of 60 enrollments-Received “Rookie of the Writing Period” in September of 2013