Director Of Administrative Services

• Jun 2018 - Present

Campus Operations Director

• Aug 2012 - Jun 2018

I am the leader of local operations for the Nashville campus including all of Tennessee and Alabama. As a team we manage one of the largest student populations for the University. My team in Nashville continually delivers world-class customer service to the students and faculty of the University by continually learning and setting the appropriate expectations with every customer. I am an extremely effective and articulate communicator with both internal and external customers. I have a track record of being very effective in managing and coaching employees of different skill levels and across varied geographical locations. Additionally I have expanded responsibilities which include planning and executing over 40 graduation ceremonies across the Universities nationwide footprint• Lead Director of Operations for Transition services which manages locations in the process of closing.• Developed, implemented and communicated operations policy and training for new employees at all Tennessee locations.• Effectively leveraged SharePoint to streamline communication at the local, district and market level. • Developed a plan that yielded a 40% growth in room rental revenue year over year. • Manage the local phone system for all business units. This includes running and analyzing reports for call length, number of calls, ring no answer and dropped calls.• Managed the local call center. Our team consistently trained and learned new tasks to be able to reach this goal. On average first call resolution was 91%• Project manager to completely reinvent our social media presence nationally. Implementing an enterprise wide change from Facebook pages to Facebook groups in FY15.• Project Manager for a project to provide remote classroom viewing in multiple locations with the use of only one instructor. This project stands to save the University an estimated 10 Million dollars in the first year. Show less

Operations Manager

• Sep 2009 - Aug 2012

Leader of Campus Operations for the largest ground campus in the East Market formerly part of the Southeastregion. Adept in process implementation and change management as it relates to the day to day operations ofthe Nashville Campus and its two learning centers. Effective leader of seven student service coordinators whodeliver world class customer service to the the students of the University. Extremely effective and articulatecommunicator.• Responsible for all Calendaring operations for the Nashville Campus and its two learning centers.• Responsible for communicating changes in calendaring and course sequence changes to make the campusmore efficient.• Responsible for the opening of 8 University of Phoenix locations in Tennessee and Alabama.• Extensive knowledge of the Academic and Finance areas of the University.• Implemented a Territory wide access control solution for all locations in the Mid-South Territory.• Effectively leveraged sharepoint to streamline communication at the Campus, State and Territory level.• Part of a team started in the Southeast to bring career progression to the Operations job family.• Responsible for a 40% growth in room rental revenue for the Nashville campus. Show less

Area IT Manager

• Jan 2006 - Sep 2009

Directed all aspects of IT processes for 8 University locations in Alabama and Tennessee • Led 8 IT professionals in daily tasks. • Managed the IT Inventory process for the Southeast region. • Integral in implementing new IT processes and rolling out new projects. • IT Mentor for new campus technicians across the region. • Worked effectively with all level of employees. • Responsible for procurement of equipment for all Tennessee and Alabama locations. • Implemented a consistent and effective pay to print solution at all campuses in the Southeast region. Show less

Area IT Supervisor

• Jan 2004 - Jan 2006

Managed day-to-day IT operations for the Nashville and Franklin locations of the University of Phoenix.• Managed the Desktop and Network support for two University of Phoenix locations.• Managed one direct report to complete IT related tasks.• Project manager for the opening of the Memphis and Chattanooga Campuses.• Lead trainer for new Landesk initiative for Apollo IT.• Project manager for Regional wireless uplift initiative.

Campus Systems Administrator

• Jan 2003 - Jan 2004

Provided computer technical support for hardware and software related issues, including networking.• Responsible for all desktop support at the Nashville campus.• Responsible for updating corporate software packages and updating software images on desktops and laptops.• Responsible for capital asset inventory for the Nashville Campus.• Point person and trainer for Hardcat inventory system implemented in the Southeast Region.

Marketing Coordinator

• Jan 2002 - Jan 2003

Supported the Enrollment department by generating and distributing reports as well as greeting new students• Attended to incoming calls to the main campus and directed them accordingly.• Greeted potential students and connected them with an enrollment adviser.• Managed room rentals campus events.• Managed the lead flow process for the enrollment counselors.