Experience

Gateway Community College

• Phoenix

• Manager Student Sevices

  • Jul 2015 - Present

  Coordinates activities and personnel of the Veteran Services Center (VSC). Responsible for administering veteran education benefits programs and support services at Gateway Community College and Maricopa Skill Center. Interprets and implements policies and standards to VA education benefits and programs. Participates in cross departmental efforts to support and assist student veterans through the establishment of new services and the improvement of existing services and initiatives. Coordinates activities and personnel of the Veteran Services Center (VSC). Responsible for administering veteran education benefits programs and support services at Gateway Community College and Maricopa Skill Center. Interprets and implements policies and standards to VA education benefits and programs. Participates in cross departmental efforts to support and assist student veterans through the establishment of new services and the improvement of existing services and initiatives.



Department of Economic Development

• Veterans Employment Supervisor

  • Oct 2014 - Jul 2015

  Provide leadership to workforce development, enhancing a region's competitive strength by connecting programs, resources, and customizable employment/training services to veteran job seekers and employers. Primary advocate for the State of Arizona employment services, connecting business, industry, and community and to promote veterans as a category of job seekers in the workforce development systems that have highly marketable skills and experience. Ensure staff is trained in compliance with labor exchange services. Coach and develop staff to improve counseling methods and techniques; improving skills and knowledge levels. Show less



University of Phoenix

• Phoenix, Arizona

• Director of Enrollment

  • 2002 - 2013

  Provided enrollment leadership to 8 direct reports and 150 staff members at multiple local and U.S sites and abroad; keeping them informed of the big picture, providing a shared vision. Managed call-center operations. Delivered results of budgets, forecasts, initiatives, strategic planning, and risk management. Collaborated cross-functionally. Coached and developed managers. Provided compliance direction. Oversee talent management and onboarding. Improved (KPI) Key Performance Indicators results and (NPS) Net Promoter Scores / customer experience feedback. Associate Director of Enrollment > Led progressive change and growth of revenue, profit & loss, and process improvements. > Managed YOY increases to conversion rates; enrollments, retention, graduation, and referrals > Managed high-volume call center; analyzing quality, staffing levels, and transfer data. > Improved student/customer-employee relations; diagnosing performance gaps and trends. > Leveraged employee skill strengths, while developing strategies to change behaviors. Enrollment Manager > Provided leadership to sixteen (16) advisors. > Mentored and developed 7 subordinates to leadership roles and higher responsibility positions. > Managed recruitment of 200+ employees, consistently met staffing quotas and projections. Enrollment Advisor/ Team Lead > Manage student enrollment process for Master and Bachelor Degree completion programs. > Manage effective time management activities e.g. in/out calls, appointments, follow ups. Show less



US Army

• Adelphi and Aberdeen Proving Ground, MD

• Operations Manager

  • 1980 - 2002

  Research and Development Analyst (Army Research Laboratory): > Collaborated design efforts w/physicists, statisticians, engineers, end-users, and DoD contractors. > Contributed scientific method techniques to CAD modeling and static/dynamic testing. > Co-authored 3 Department of Defense Research & Development Analysis Reports. > Presented analysis reports to Directorate/DoD Leaders and Senate Arms Committee members. > Delivered results that improved current/conceptual technologies design, functionality, and use. Operations Leader: > Provided leadership and support of operations to 500+ staff members. > Led all efforts of logistic long and short range coordination, planning, and execution. > Led small/large scale deployments, trainings, exercises, and environmental services. First Sergeant: > Principal advisor to commander. > Provided leadership to 18-direct reports and 160-staff members. > Led all matters pertaining to training, education, morale, development, and discipline. Show less