National Academic Operations Manager at Arizona College of Nursing

• Feb 2021 - Present

BS-Nursing Program Manager

• Feb 2018 - Feb 2021

-Evaluate students applying for the program to ensure they meet requirements. Review past college experience and transcripts for eligible transfer credit. Manage and monitor student progression through the program.-Provide success coaching to students regarding a variety of subjects, including scheduling, online learning resources and support.-Identify opportunities for process improvement and organizational change through data trend analysis, forecasting and reporting. -Promote continuity across campuses through process maturity and departmental collaboration. Drive process change to increase efficiencies and scale as the company grows.-Creation of training resources and process documentation to streamline the opening of new campuses.-Monitor and report on student academic performance, attendance, and high risk students.-Manage student scheduling and withdrawls.-Proficient in Campus Vue, Velocify and Canvas systems including the reporting mechanisms and administrative functions.

Manager of Quality Management

• May 2016 - Feb 2021

-Drive organizational quality vision, strategy and improvement with responsibility for quality metrics and reporting-Outstanding capacity for leadership and problem solving with experience in quality assurance, risk management, regulatory compliance, customer issue resolution and process improvement-Managed all quality projects and demonstrated project leadership experience. Responsible for resource and capacity management-Collaboration with business partners recognized for my ability to identify opportunities and assist with the implementation of solutions that increase efficiency, process simplicity and quality improvement-Development of standard operating procedures and onboarding program for the department-Responsible for people management: Performance, Goals, Development and Tasks

Quality Management Analyst

• May 2013 - Apr 2016

-Reviewed customer interactions for risk, compliance, and agent performance-Strong capacity for problem solving with experience in quality assurance, risk management, customer issue resolution and process improvement.-Provided positive and actionable coaching feedback for the purpose of staff development, training and service excellence-Experienced in trend analysis, preparing reporting and plan development based on data-Built and maintained strong relationship with Business partners, recognized for my focus on driving results-Recipient of the excellence in service award Q2 2015 and Q1 2016-Nominated in to the first cohort of the LifeLock Leadership and Development Certification Program through Arizona State University's WP Carey School of Business

Senior Member Services Agent

• May 2011 - Jun 2013

-Recipient of crew member of the month in November 2011-Recipient of excellence in service awards at LfeLock Q4 2011, Q1 2012, Q1 2013, Q2 2013 and Q3 2013-Nominated for the Welch Way: Leadership in Action program at LifeLock

General Manager

• Aug 2007 - Apr 2011

-Executed interviewing, hiring and coordination of training for all new employees -Effectively managed departmental expenses to meet expected budget allocations -Generated and distributed daily and monthly excel reporting and order acknowledgements to appropriate personnel -Improved service quality and increased sales by 18% in first 2 years as general manager -Reduced employee overtime by 26% by effectively delegating tasks -More than 8 years of successful experience in customer service and support with recognized strength in customer satisfaction, problem solving. -Strong leadership performer under stress with a proven ability to focus on driving results

Restaurant Manager

• May 2006 - Aug 2007

Bar manager

• May 2003 - May 2006