Director of Retention US

• Mar 2022 - Present

Associate Director of Student Support Services

• May 2019 - Present

The Associate Director of Student Support Services is responsible for hiring, managing and developing a group of 10 – 15 Student Support Specialists. They are responsible for driving performance and ensuring their team meets all retention metrics including adherence to the communication plan, call quality metrics, student satisfaction, and student retention rates. They will be accountable for both group and one to one coaching and development sessions. The Associate Director will use the tools and technology available to them to effectively manage a team, ensuring morale and engagement remain high. They will also work closely with the Associate Director of Retention Management to ensure there is a flow of communication between the two groups. The two will work collaboratively to ensure student issues are resolved, forecasting is accurate, and information flows seamlessly to and from the Academic Partner.

Team Lead

• Mar 2018 - Present

Senior Student Support Specialist

• Jul 2012 - Present

This promoted role consist of fulfilling the following duties as a liaison between specialists and upper management Duties include: • Create and conduct virtual team initiatives that include the following: 1. Developing team goals.2. Conducting virtual training.3. Establishing buy-in.4. Initiating follow-meetings with specialists to discuss individual progress.5. Pulling reports of team’s progress to update upper management.

Associate Director of Student Support Services

• Jul 2012 - Jun 2022

• Conduct interviews with new students to assess their level of preparedness.• Create and facilitate new student orientation webinars each semester.• Complete tuition invoice reconciliation each semester.• Communicate with faculty regularly regarding students’ academic standing to ensure their success in the course.• Participate in cross-functional team meetings each week to report retention updates to the academic partner.• Test and implement approved emerging technologies such as “Remind” and “vCita” to develop student relationships and enhance student retention.

Part-Time Professor

• Sep 2010 - May 2018

• Conducted lectures and facilitated small group discussions in classroom settings.• Created course syllabi.• Created policies, procedures, and rubrics for grading and assignments. • Graded papers, tests, projects, and all other required assignments. • Coordinated “in class” presentations with other departments.• Created grading requirements for data entry and assignments.

Program Advisor

• Oct 2009 - Sep 2011

• Provided academic, career, and personal advisement to students. • Established academic support plans for students experiencing academic challenges.• Sat on appeal board and contributed to the decisions of accepting or denying students’ request to keep their scholarship based on academic standing.• Rewrote and consistently updated job description of program advisor position and other human resource-related documents for salary-based role.• Met with manager biweekly to receive feedback for the updates of job description.

Admissions Advisor

• Sep 2011 - Jul 2012

• Interviewed prospective students in attempt to enroll them in the appropriate online program.• Advise students of specific online degree programs that fit their career/educational goals.• Assisted students in completing application and other necessary paperwork. • Interviewed prospective students in attempt to enroll them in the appropriate online program.• Advise students of specific online degree programs that fit their career/educational goals.• Assisted students in completing application and other necessary paperwork.