ADMISSIONS & ENROLLMENT MGMT
CUSTOMER SERVICE PROCESSES
EQUITABLE & INCLUSIVE PRACTICES
HIKING WITH THE FAM
ACQUIRING (& KILLING) HOUSEPLANTS
NERDING OUT ON SOCIAL IDENTITY DEVELOPMENT
TACOS & WHISKEY
Client Success Manager
PAST WORK EXPERIENCE
DIVERSITY EDUCATOR | The University of Vermont
October 2018 - April 2021
Organized and facilitated trainings around social justice, diversity, equity, and inclusion for faculty and staff at The University of Vermont. Worked closely with the Vice President of Diversity, Equity, and Inclusion to design a 40-hour online, asynchronous training that The University of Vermont was able to use as a revenue generator. Partnered with multiple offices and individuals to plan teach-ins, webinars, and programming to uphold the University's commitment to inclusive excellence and to respond to current social events. Worked with various departments to embed inclusive practices into ongoing customer service, policy, and process training.
ADJUNCT INSTRUCTOR | Champlain College Online
May 2016 - Present
Teaches adult students in a 100% online program around intercultural communication and social justice. Provides training and guidance to faculty members around creating more inclusive online classrooms. Uses questions and curiosity to help students expand understanding around gender, race, sexuality, socioeconomic status, and many other social identities.
MANAGER, COMPASS STUDENT SERVICES | Champlain College
April 2017 - October 2018
Guided the team through to shift from a low-level call center to a collegiate one-stop, which resulted in the transferring of phone calls to other offices to drop by over 30% year over year as training and competency improved. Took a front-row seat during retention conversations and specifically highlights how to reduce melt and retention by providing better advising and communication around the business of being a student. Created weekly reports to review center news and student volumes and creates stories to pair with these reports to explain and illustrate trends.
ADMISSIONS OUTREACH MANAGER | Champlain College
May 2015 - April 2017
Collaborated with the leadership of the off-site admissions team to establish a strong partnership that encouraged training, coaching, and communication for the admissions team based on the needs of Champlain College Online Marketing & Admissions. Provided regular support, coaching, and training to the 12 person online admissions team, especially in the 2015-2016 academic year when we grew from 800 to 2,500 enrolled online students. Scheduled, planned, and designed compelling webinars & recruitment events for prospective adult students to answer their questions and drive them towards the application. Played an active role in the feedback loop between the marketing team and the admissions team, which resulted in key decisions on either side