Customer Experience & Communications Manager
PAST WORK EXPERIENCE
ADMISSIONS ADVISOR | Kaplan Higher Education
November 2020 - June 2021
Manage emails, inbound and outbound calls to prospective Purdue Global undergraduate students, including video conferencing interviews while presenting information on the benefits of education and ensuring the information is towards the students’ needs, motivation, and career goals. Conduct interviews and counseling to determine prospective students’ motivation for schooling while identifying the degree program that best suits their needs.
Contribute to strategic initiatives and provide accurate information on academic programs, application requirements, and enrollment procedures; guide prospective students through the admission process and ensure completion of admission testing.
ADMISSIONS & ENROLLMENT MGMT
CUSTOMER SERVICE PROCESSES
COMMUNICATION PLATFORMS & TECH
ENROLLMENT ADVISOR | MindMax
July 2018 - November 2020
Enhanced enrollment and re-admission rates, thus contributing to the contract extensions of multiple academic partners. Supported potential and current students at various higher education institutes, including providing remote support, responding to inquiries on program offerings, and providing ongoing support throughout the admissions and enrollment process. Managed emails, phone calls, and LiveChat to address inquiries promptly and professionally and logged all activities in Salesforce to effectively track calls, chats, emails, and application statuses. Processed manual enrollments, including sales, payment plans, created customized invoices and managed confidential information.
OUTREACH ADMISSIONS COUNSELOR | Job Corps
July 2016 - March 2018
Accomplished 90-day retention goals consistently as a student mentor, offering ongoing support and maintaining 30/60/90-day student follow-ups. Achieved community outreach in over 20 communities in North of Boston to recruit prospective students, aiding in the enrollment process, including matching candidates age 15 and above with a proper academic program based on skillset to ensure success.
SR ADMISSIONS REPRESENTATIVE | Lincoln Tech Institute
October 2011 - July 2016
Executed multiple recruitment campaigns such as Open Houses, Family Game Night, and Bring a Friend to School Day; earned referrals and achieved enrollment goals. Awarded Rep of the Quarter for number 1 in inquiry to conversions during multiple quarters by recruiting eligible students and successfully converting them into enrollments. Managed a large volume of daily inquiries, including documenting call content and tracking student progress utilizing Salesforce CRM. Coached and mentor students to meet their academic needs by developing time management strategies to ensure academic success and graduation.