Program Analyst

• Oct 2022 - Present

Quality Assurance Analyst

• Jun 2019 - Oct 2022

Quality Assurance Analyst

• Mar 2018 - May 2019

Lead Trainer

• Jul 2015 - May 2017

Facilitate and conduct 3-week new hire training classes on Student Accounts, Strategic Enrollment Management, and Financial Aid for the UMUC Service Center (up to 50 candidates). Ensure new agents have a seamless transition from classroom to production floor by offering one on one assistance for up to 3 weeks in a "nesting" environment. Facilitate and conduct refresher training sessions based on business needs and call volume trends. Keep records and compile daily reports on trainee scores to determine effectiveness of training. Responsible for attending partner meetings in an effort to keep all training materials up to date.Attend daily leadership meetings to plan and discuss the responsibilities of the Quality and Training team in order to meet contractual obligations. Assist leadership team with maintaining and updating Quality Standards as needed. Create, update and maintain quality and coaching trackers every month for all quality agents and supervisors. Complete quality monitor evaluations based on quality standards when training is not in session, and provide recognition awards when applicable. Conduct escalated coaching sessions when agents are not meeting minimum quality standards (88%), and keep records of all sessions held. Responsible for gathering data and facilitating "Strive for 95" luncheon events for agents who have quarterly quality averages of 95% or higher, in addition to making all purchases for "Strive for 95" luncheons. Purchase materials for and decorate quality "superstar" boards for agents meeting minimum quality standards on a monthly basis.Responsible for making company purchases and keeping company store stocked while adhering to strict purchase card regulations, completing monthly purchase card reporting, and keeping reporting records. Create and send out company "Nighthawk" monthly e-newsletter. Plan and schedule, send email invites and facilitate meetings. Answer level one and escalated/supervisor calls as needed. Show less

Quality Assurance Analyst

• Jan 2015 - Jun 2015

Attend daily quality meetings to plan and discuss the responsibilities of the Quality team in order to meet monthly evaluation obligations. Assist leadership team with maintaining and updating Quality Standards as needed. Complete quality monitor evaluations based on quality standards, and provide recognition awards when applicable. Conduct escalated coaching sessions when agents are not meeting minimum quality standards (88%), and keep records of all sessions held. Decorate quality "superstar" boards for agents meeting minimum quality standards on a monthly basis. Draft emails, plan and schedule, send invites and facilitate meetings for management team. Answer level one and escalated/supervisor calls as needed. Show less

Student Services Representative

• Dec 2013 - Dec 2014

Answer level 1 calls for UMUC regarding Financial Aid, Student Accounts, and Strategic Enrollment Management. Ensure all callers are verified before providing account-specific information due to FERPA (Family Educational Rights and Privacy Act). Assist callers with scheduling classes, making payments (online and over the phone), setting up payment plans, explaining account charges, ordering transcripts, applying for financial aid, etc. Escalate callers to level 2 when concerns could not be resolved at level 1.Earned numerous accolades, and customer service awards as a Student Services Representative. Show less