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Professional Summary
Results-driven and self-motivated Human Resources and Career Services professional, with a commitment to excellence in Workforce Education, Recruitment, and Administration. Exceptionally strong communication, analytical, problem solving and reasoning skills.

Skills
  • Recruitment/Staffing
  • Interviewing
  • Records Maintenance
  • Best Practices in On-line Instruction
  • Culturally-Sensitive
  • Human Resources Policies
  • Highly Organized
  • Pre-Screening Candidates
  • Workforce Planning​
  • Course Planning
Work History
Employment Readiness Advisor (Volunteer) 05/2013 to 05/2014
United States Army – Fort Sam Houston, Texas
  • Personally selected to write monthly Employment Readiness Newsletter to share job-seeking tips to separating service members.
  • Provided occasional in house assistance with administration, as well as federal and civilian resume writing.
  • Communicated with other governmental employees at Military and Family Readiness, and Joint Base Fort Sam Houston (JBSA) at large, to effectively and efficiently provide top quality and service to clients. Recognized by JBSA for quarterly voluntarism efforts
Enrollment Advisor 02/2011 to 12/2012
Laureate Education – San Antonio, TX
  • Advised, educated, consulted and supported qualified potential students in achieving their professional and personal goals by enrolling in higher education programs.
  • Monitored outbound calls, inbound calls, lead contact activity, completed applications, attitude, working relationships and communication.
  • Recruited potential applicants and determined if they are qualified to apply and enroll in various degree programs.
  • Qualified and advised students for various academic programs.
  • Prepared and maintained sales progress, conversion and related reports on a weekly basis.
Career Transition Counselor 10/2009 to 02/2011
Brooke Army Medical Center – Fort Sam Houston, TX
  • Provided direct services for the ACAP (Army Career and Alumni Program) to transitioning military personnel, to include AW2 (Army Wounded Warriors), Army civilians, and their family members.
  • Facilitated pre-separation courses, job assistance training, individual counseling sessions, and other job assistance activities such as resume critiques and mock interviews.
  • Assist clients in the use of the ACAP XXI automated system for career transition.
  • Supported ACAP Center marketing initiatives by briefing installation leaders and managers.
  • Tracked the progress of clients and motivated clients to increase their utilization of ACAP Center services.
  • Managed supplies or assumed responsibility for a major activity such as job fairs, employer days, or the conduct of classroom events.
Career Counselor 03/2008 to 09/2008
Texas Workforce Commission – San Antonio, Texas
  • Actively recruited for and marketed the Workforce Investment Act program through various avenues.
  • Provided integrated workforce planning services to Texas Workforce Commission's customers.
  • Aided in developing, evaluating, and effectively initiating and implementing plans to find employment and/or employment skills.
  • Offered customer support in self-assessment, obtaining occupational information, and exploring a full range of employment opportunities and training.
Human Resources Generalist 09/2006 to 10/2007
United States Air Force – Buckley Air Force Base, Colorado
    • Assisted with all human resource functions, to include staffing/recruitment, classification/compensation, Employee Management Relations, as well as Labor Management Relations.
    • Administered and explained benefits to employees, serving as liaison between employees and insurance carriers.
    • Maintained computer software systems, manual filing system, and military and civilian personnel data bases, such as Oracle such as DCPDS, or Defense Civilian Personnel Data System. Obtained strong knowledge of federal employment and benefit laws.   
    • Developed and facilitated all new-hire orientations
    • .Conducted employment verifications and investigations.
    • Facilitated the criminal background check process for new hires.
Education
Master of Education: Human Resources 2019 Wayland Baptist University - San Antonio
Master of Arts: Human Resources 2018 Kaplan University - Houston, Texas
Master of Arts: Management and Leadership 10/2007 Webster University - San Antonio Texas
Bachelor of Science: Family and Consumer Sciences 12/2004 Lamar University - Beaumont, Texas

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Summary
Skilled at developing and executing targeted business initiatives for Higher Education that drive growth, achieve enrollment objectives, and enhance bottom-line profits. Highly effective communicator and team leader with proven ability to build long-term relationships with internal and external customers by establishing a high level of confidence and trust. Visionary leader with a keen understanding of business priorities and demonstrated expertise. 12 years Management experience including educational background. 8 years' experience in Higher Education student enrollment and financial aid.
Skills
  • Training and development
  • Client-focused
  • Financial records and processing
  • Microsoft Office
  • Reports generation and analysis
  • Recruiting and hiring
  • Financial administration
  • Research/due diligence
  • Time management
  • Complex problem solving
  • Networking abilities
  • ​Superior organization skills
  • Decision-making ability
  • Financial forecasting
  • Extensive knowledge of financial aid


Experience
Financial Aid Advisor 11/2017 Georgia Military College Fayetteville, GA
  • Develop negotiate and finalize student financial plans consistent with financial planning policies and procedures and with Federal/State regulations for awarding aid
  • Work closely with new continuing and re-entry students and their families to ensure the plan and re-plan continue to best meet the families' needs
  • Answered questions and resolved problems for students regarding financial aid and student accounts
  • Guided students regarding financial aid eligibility financial aid application procedures, verification of documentation.
  • Cashiering and payment collections Advisement on State aid and scholarship awards.
  • Prepare financial aid workshops and presentations
  • Provide training to peers regarding financial aid processes and updated.
Student Support advisor Team lead 06/2013 to 07/2017 DeVry Education Group Atlanta, Ga
  • Analyze financial information to produce forecasts of business, industry, and economic conditions for use in making enrollment decisions.
  • Prepare plans of action for student enrollment based on financial analyses Title IV and private loan funding
  • Maintain and develop various financial models and standard templates distributed for use by all of finance and academic during the planning processes, ensuring quality, accuracy and focused analytic review
  • Analyzes financial aid reports and enhances customer service by and proactively reaching out to students on issues such as registration, account balances, account holds, and other missing information
  • Provide counseling with at risk and dismissed students for SAP and GPA requirements
  • Supervised  financial aid advisors to improve process efficiency and performance
  • Created learning platforms
  • Monitored time and attendance
  • Performance reviews and observations  
Enrollment Advisor 07/2011 to 06/2013 DeVry Education Group Jacksonville, FL
  • Maintained database and provided maintenance services to student records.
  • Monitored enrollment issues and resolved it to track progress of new students provided support to various enrollment transactions and ensure completion according to deadlines
  • Explain courses offered and their benefits for career
  • Responsible for facilitating orientation and registration day activities.
  • Closely assists and mentors students through the admissions and registration process.
  • Ensures compliance with applicable company policies and procedures, laws and regulations within department of education and accreditation.
  • Basic financial aid advisement and transcript evaluation
  • Interview prospective students regarding career goals and needs.
Department Manager 10/2010 to 06/2011 Education Affiliates Inc Jacksonville, Florida
  • Review student enrollment eligibility, enrollment application, Financial Aid form(FAFSA), and reviewing transcripts and other forms needed for eligibility
  • Facilitate new student orientation, helped identify short and long term goals; including graduation and future educational and career aspirations
  • Conceived, planned and directed the high school program with local high school seniors.
  • Recruited students, and developed all creative, advertising and promotional materials
  • Designed and delivered illuminating and enjoyable classes as part of educational program; presented new material and developed testing for student evaluation
  • Build business relationships with local high schools and colleges, engage in career fairs, college success training and presentations of higher education
  • Assisted with achieving the strategic initiatives and goals for enrollment management/financial aid.
Collection Manager 06/2006 to 10/2010 Mark One Financial Jacksonville, FL
  • Direct and handle the daily activities of collections team
  • Hire and train direct reports
  • Responsible for annual appraises and evaluate monthly performance and provide coaching and development to meet target goals
  • Organize regular target statistics and also team reports for Sr. Management
  • Build an automated collection process for 100K+ accounts each month
  • Enhance the collection process and customer experience by providing additional process for improvement


Education and Training
Graduate Certificate : Human Resources 2016 Capella University Minneapolis, MN, United States
MBA: Business Administration Global Management 2010 Capella University Minneapolis, MN, United States
Bachelor of Science: Business Management 2007 University of Phoenix - North Florida Campus Jacksonville, FL, United States

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Summary

Unique customer-centric, Customer Service Professional.

A proven relationship builder, utilizing excellent interpersonal and communication skills to serve internal and external customers.

Partnership builder with a competitive Spirit. Looking to combine customer service acumen, solid Public relations background along with education to succeed in the Customer Experience Manager role for Comcast.

Skills
  • Customer Centric. Employee driven. Team driven.
  • Relationship Builder. Trust builder. Integrity driven. Always do What's Right.
  • Excellent Communication & Interpersonal skills.
  • Collaborative. Think win-win!
  • Tech-Savvy. Microsoft office, Powerpoint. Publisher.
  • Lifelong learner. Strategic Thinker.
Education
Bachelor of Science: Behavioral Science San Jose State University
Experience
Sr. Claims Representative 02/2018 to Current Farmers Insurance Group Concord, CA
  • Liability. First point of contact on injury claims for Insured and Claimant.
  • Communication: work with all parties in resolving claim: Insured, Claimant, Insurance carriers, Police departments, Auto shops and car rental partners to resolve individual claim needs.
  • Claim owner model. Manage all components of the claim: Property damage, material damage, liability, injury and payout injury payments, including attorney claim files. Ensure Department of Insurance standards are met on every claim. 
  • Conduct a thorough investigation. Determine coverage, liability and compensateable damage on each claim.
  • Assign reserve values and negotiate settlement on injury claims within assigned authority.
Sr. Enrollment Advisor 08/2017 University of Phoenix School of Business Livermore, CA
  • A proven track record of success and phenomenal customer service. 12-15 new enrolled students monthly.
  • Communication: Excellent phone etiquette and inter-personal skills. Daily, ongoing communication with new, existing and prospective students.
  • Customer service: Provided a high level of program expertise and leadership support to new and existing students.
  • Retention: Improved service quality and increased New Student enrollment by developing a strong knowledge of University Programs, features and benefits needed to succeed.
  • Database management: Maintain a robust database of new monthly enrollment; retain existing student pool with proactive follow-up.
  • Trouble-shoot: Developed solid rapport with the Student base by handling difficult issues with professionalism.
Recruitment & Retention Coordinator 10/2011 to 08/2013 Home Instead Senior Care Recruitment Mountain View, CA
  • Interviewed, hired and conducted new-hire training for Caregivers. 4-8 New Caregivers hired weekly.
  • Policy implementation: Created a Caregiver time off process to maximize staffing needs and minimize staffing shortages.
  • Created a market evaluation for competitive pay & benefits for Caregivers.
  • Maintain ongoing pool of new hires in pipeline.
  • Prospect Caregivers on various job boards: Craigslist, Snagajob, Internal web page.
  • Provided detailed monthly departmental reports and updates to Management.
  • Collaborate with Staffing team and Management to meet staffing needs.
  • Employee on-board, conduct reference checks, on-site drug test and process new hire paperwork.
  • Marketing Outreach: Attend job fairs and maintain external business partnerships for recruitment.
Customer Service Representative 04/2011 to 07/2012 Nordstrom Palo Alto, CA
  • Maintain high level of Customer Service standards.
  • Resolve complex customer issues and credit account questions.
  • Implemented a training accountability tool to assist management in tracking employee Fashion Rewards program.
  • Met store operations and sales targets through promotion of Nordstrom products and services such as the Nordstrom Fashion Rewards program.
  • Store Operator, provide high quality, efficient phone response less than 4 seconds per call.
School Outreach Specialist 05/2007 to 03/2010 Santa Clara Family Health Plan Campbell, CA
  • Community outreach: Created avenues to increase health-care access for citizens through meetings involving over 40 community-based organizations, schools, and more than 120 active external contacts.
  • Public relations: Managed and developed school outreach collaborations through effective partnerships.
  • Public outreach: Planned and coordinated health insurance enrollment events.
  • Database management: Tracked and reported enrollment event outcomes quarterly.
  • Recruitment: Recruited, contracted with, trained, and ensured timely payment of Certified Application Assistants who worked at events as independent contractors paid per diem.
  • Benefits utilization: Provided guidance regarding benefits options with County, State and Federal programs.
  • Ensured all correspondence and interviews with families were HIPAA compliant.
  • Community relations: Served as liaison between community partners and Santa Clara Family Health Plan, in executing the work and mission of the Children's Health Initiative; 100% Health-Care Access for Children.
  • Marketing: Designed, updated, and edited event materials including flyers, marketing materials, PowerPoint presentations, ensuring adequate materials on-hand at events.
Enrollment Specialist 04/2001 to 04/2007 The Health Trust Campbell, CA
  • Enrolled low-income families into state and county health insurance programs.
  • Conducted on-going case management to ensure clients received coverage and children approved for specific programs, including benefits such as medical, dental, and vision coverage.
  • Educated parents on program coverage and benefits utilization, resulting in increased retention.
  • Community outreach: Organized public community outreach/enrollment events for families at local schools.
  • Served as subject matter expert and resource for parents. Provided community partner referrals for parents and families as needed.

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Career Overview

Marketing Coordinator skilled in exceeding sales goals by expanding client base and maintaining high standards of customer service. Educational expertise in undergraduate and graduate degree programs, with six years of preparing students for admission. High performing leadership in banking industry, with seven years of management experience. A high level of interpersonal and communication skills. Ability to motivate, train, and develop others.

Qualifications
  • Strategic planner for development
  • Effective leadership
  • Create productive partnerships
Accomplishments
  • Training: Instituted peer coaching of strategies that results in an increase of student recommendations for the campus.
  • Served as the University Orientation champion to keep peers informed of curriculum updates.
  • Process Improvement: Monitored new students completion in the University Orientation course and possible trend lines to yield higher completion percentages.
  • Designed a weekly customer service activities plan that increased service scores for various financial centers.
Work Experience
ITT Technical Institute Columbia, S.C. Marketing Coordinator 11/2013 to Current
  • Participates in school retention efforts by maintaining productive contacts with active students through graduation.
  • Responsible for facilitating orientation and registration day activities.
  • Verbally communicates approved presentations to promote programs to prospective adult and high school students.
  • Actively generates referral business to help maintain company goals.
  • Leads Marketing department referral and student retention activities.
University of Phoenix Columbia, S. C. Enrollment Advisor 10/2008 to 11/2013
  • Conducted student appointments to identify students educational goals.
  • Assisted potential students with applying for financial aid, completion of master promissory note and entrance counseling.
  • Assisted students throughout the enrollment process and provided tools to complete University Orientation course successfully.
  • Utilized knowledge to relate to potential students to establish professional rapport, yield satisfactory retention, a great student experience and future recommendations.
  • Served as the Employee of the Month of various months for exceeding goals.
  • Received Retention awards and served as the University Orientation champion.
Wachovia, Bank, N.A Chapin, S. C. Financial Center Manager 10/2002 to 10/2008
  • Served as the leader by promoting service awareness, being operationally sound, possessing leadership and team building skills.
  • Empowered decision maker for all service and operational concerns.
  • Provided monthly coaching to employee along with developing them within their roles or as preparation for promotion.
  • Contacted high valued customers and identified potential opportunities for bank relationship growth.
  • Received Shared Success Award for various months.
  • Track record of creating effective performing teams.
Education and Training
Bachelors degree: Human Services Southern Wesleyan University, Columbia, South Carolina

Anticipated graduation year 2016
USC Upstate, Spartanburg, South Carolina

Attended 1
Columbia College, Columbia, South Carolina

Attended 1
Community Involvment
  • Founder, Building People, 2013

  • Volunteer, Reach Program at Killian Elementary School, 2011- Present

  • Volunteer, Zion Hill Prevention Save the Kids Foundation, 2013-Present
Professional Affiliations

Member, Order of the Eastern Stars, 2007- Present


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