Experience

St. Cloud State University

• United States
• Higher Education
• 700 & Above Employee

• Associate Director of Graduate Admissions

  • Apr 2018 - Present



The University of Kansas

• United States
• Higher Education
• 700 & Above Employee

• Assistant Director - Enrollment Management Services

  • Nov 2012 - Sep 2017

  Enrollment Management Service Center• Pioneered, planned, and implemented a one-stop service center• Oversaw merger and cross-training of 4 phone banks into single contact center• Developed and implemented a departmental strategic plan• Responsible for 160,000 annual contacts via phone, email, & walk-ins• Initial point of contact and escalation for all Enrollment Management customer service contactsSupervisor & Staff Professional Development• Supervision of six professional staff and 10-15 student employees• Created innovative staff search and interview processes• Cross-trained new and existing staff to serve a one-stop environment • Developed rubrics and coaching opportunities to script “successful” contacts in a multi-channel service environment• Developed staff performance metrics in line with strategic plan• Implemented weekly staff updates for individualized coaching and time management• Develop monthly “just in time” professional development sessionsQuality of Production & Outreach• Analysis of data to ensure adequate staff deployment• Developed Key Performance Indicators and evaluation techniques• Designed and delivered an informational “road show” presentation to share with campus partners• Strategic and creative problem solving via analysis of federal, state, and institutional policy to identify opportunities for positive outcomes• Implemented weekly updates indicating Key Performance Indicators to stakeholders• Implemented customer satisfaction surveys to measure staff knowledge, professionalism, and training opportunities• Work on implementation of Oracle Service Cloud project and training campus partners• Developed training sessions to demonstrate capabilities and utility of Oracle Service Cloud

• Scholarship Coordinator

  • Jun 2009 - Nov 2012

  • Entry of $16 million in annual scholarship funds to student accounts• Annual presentation to 75+ scholarship staff to provide ongoing training and unveil new programs• Provide initial training and materials to scholarship advisors• Liaison with academic units to ensure scholarships are posted according to university, state, and federal guidelines• Participation in planning and implementation of scholarship initiatives to increase application and yield• Monitor compliance with federal, state, NCAA, and KU Endowment regulations and policies• Maintain database providing academic units with recipient and disbursement data• Maintain fund balances/budgeted allocations• Stewarding of current and prospective students and parents



University of Memphis

• Assistant Director - Annual Giving

  • Oct 2006 - Jun 2009

  Coordinate annual fundraising effort by phone and e-mail, soliciting alumni, friends, and parents to benefit the academic units of the university. Managed a staff of 35-50 student employees to raise $500,000 annually. Coordinate annual fundraising effort by phone and e-mail, soliciting alumni, friends, and parents to benefit the academic units of the university. Managed a staff of 35-50 student employees to raise $500,000 annually.



University of Wisconsin-Eau Claire

• United States
• Higher Education
• 700 & Above Employee

• Telefund Coordinator & Report Writer

  • Dec 2002 - Jun 2006

  Coordinate annual Telefundraising activities with a staff of 30-35 student employees in an effort to raise $500,000 annually. Including pledge follow-up and fulfillment mailings and phone calls. Coordinate database queries for campus departments including mailing lists, donor lists, and fund information. Coordinate annual Telefundraising activities with a staff of 30-35 student employees in an effort to raise $500,000 annually. Including pledge follow-up and fulfillment mailings and phone calls. Coordinate database queries for campus departments including mailing lists, donor lists, and fund information.