Experience

Thomas Edison State University

• United States
• Higher Education
• 300 - 400 Employee

• Senior Director, Graduate Recruitment & Enrollment Services

  • Nov 2016 - Present

  • This integrated unit provides proactive and responsive support to prospects, applicants, and admitted students through to the enrollment stage• Designing and implementing an enrollment counseling center that (ECC) that provides one-stop service regarding admissions, financial counseling, cursory transfer credit evaluation and evaluation understanding support, onboarding (first course registration) • Works closely with Marketing/Communications and the Schools/Segment Heads in coordinating integrated outreach plans• Measures success through funnel metrics, satisfaction measures, and quality benchmarks• Collects, reports and analyzes enrollment funnel metrics to implement and drive student facing operational improvements • Creates, implements and administers proactive outreach solutions to various populations including: prospects, applicants, enrolled, utilizing staff resources from three departments • Tracks and measures impact of outreach related to overall student counts, as well as revenue margin• Contributes to College’s Strategic Vision Plan• Effectively engages with diverse departments to solve problems and implement changes• Proactively identifies the needs of students and provides scalable solutions• Technological competencies include: Ellucian Colleague, Moodle Learning Management System, Microsoft SharePoint, Informer, Parature, Cisco phone system and reporting,Bomgar remote control, various communication management systems • Presenter: Filling Your Funnel: Ensuring Blue Ribbon Success in Your Student Mix, AACRAO SEM, San Antonio, TX 2016• Presenter: Advising Adult Learners at a Distance, AACRAO SEM, Hollywood, FL 2015• Presenter: Academic Impressions Webinar: Online One-Stop: Improving Efficiency and Quality of Service, 2015• Attendee: Higher Education Resource Services (HERS): Advancing Women Leaders in Higher Education Institute, 2014 Show less

• Director, Enrollment Operations Management and Strategy

  • May 2015 - Present

  •Enhances focus on funnel management and the associated prospect to applicant interface strategy •Collects, reports and analyzes enrollment funnel metrics to implement and drive student facing operational improvements •Creates, implements and administers proactive outreach solutions to various populations including: prospects, applicants, enrolled, utilizing staff resources from three departments •Tracks and measures impact of outreach related to overall student counts, as well as revenue margin•Contributes to College’s Strategic Vision Plan•Effectively engages with diverse departments to solve problems and implement changes•Proactively identifies the needs of students and provides scalable solutions•Technological competencies include: Ellucian Colleague, Moodle Learning Management System, Microsoft SharePoint, Informer, Parature, Cisco phone system and reporting, Microsoft Lync instant messenger, Bomgar remote control, various communication management systems •Presenter: Advising Adult Learners at a Distance, AACRAO SEM, Hollywood, FL 2015•Presenter: Academic Impressions Webinar: Online One-Stop: Improving Efficiency and Quality of Service, 2015•Attendee: Higher Education Resource Services (HERS): Advancing Women Leaders in Higher Education Institute, 2014 Show less

• Manager, Office of Enrollment Management

  • Jan 1999 - Present

  Initiated, designed, implemented and manages College's Virtual One-Stop student services website for targeted populationIdentified need, wrote, implemented and manages e-mail messaging campaign to targeted student populationProactively identifies areas for process efficiency improvement and implements solutionsResponsible for developing and maintaining productive and positive relationships with target populations and is accountable for the quality of those relationshipsCollects and analyzes strategic and other information about the target group and disseminates it to appropriate College staff to support marketing strategyManages vendor relationship for outgoing calls to inquirersEngages with and advises students regarding degree completion requirements Identifies the needs and demands of the target group for the College's programs, products and servicesCompetent with Datatel, Blackboard Recruiter, Retention Alert, Informer, MS Office SuiteExperienced with running queries as needed to gather various types of data, including counts of students, courses, programs, demographics Accountable for meeting the College's enrollment goals for target populationsUses creative outreach, prompt follow-up, and an in-depth understanding of the needs of the client to ensure successful growthConducts presentations to key leadership at corporations as well as directly with potential students Initiates, builds and maintains effective relationships with academic contactsCommunicates effectively, both in written form and verbally, with internal and external constituencies of the College and in a variety of settings Show less

• Manager, Enrollment Management

  • 1999 - Present



Thomas Edison State College

• Trenton, NJ

• Director, Learner Support Center

  • Jun 2011 - Present

  • Designed and instituted a new Leaner Support Center (LSC) from concept to operation within a six month timeline • Via telephone, e-mail and help desk tickets, team responds to the administrative needs of over 20,000 applicants and enrolled students contacts related to Tier 1 issues including: financial aid, course registration, academic evaluations, transcripts, testing, technical issues, new student orientation (106,000 interactions yearly) • Manages one Associate Director, three senior staff members, five staff members, one part time staff member and one clerical staff member • Utilizes Customer Service Survey (Servion & Parature) for phone call and help-desk tickets and evaluates results for coaching opportunities • Established and tracks data metrics related to call and ticket volume for quality control • Provides quarterly article to student newsletter on tips for enrolled students • Effectively engages with diverse departments to solve problems, and implement changes • Ensures ongoing staff training with various departments to ensure team is up to date on changes in policy and procedures in order to provide exceptional service to our students • Designed various outreach methods to proactively address the needs of applicants and enrolled students • Built a culture of excellence and teamwork through open communication, respect for staff insight, and implementation of process improvements based on this feedback • Implementing innovative uses of new technology (electronic bulletin board, team website for training and resources, wireless headsets, face-to-face chat capabilities, phone survey) • Experienced in higher education call-center management procedures and best practices • Designed and followed project plan to meet aggressive weekly, monthly, quarterly goals • Designed and created phone scripting and queuing processes • Designed daily staff newsletter highlighting call volume, daily tips, feedback from students, daily team schedule Show less