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Work Background
ThriveDXSr. Instructor Operations Manager
Jul. 2023 - Dec. 2024Oversaw operations for Cybersecurity program courses, ensuring adherence to quality and delivery timelines - Instructor scheduling 4-5 weeks out with 75% placed with top tier instructors - Monitored enrollments to assess scheduling needs - Training and management of instructors Managed cross-functional teams, fostering collaboration and improving communication among stakeholders Analyzed course data and feedback to identify opportunities for improvement enhancing program efficiency by reducing course escalations by 30% Monitored student usage and engagement within program tools Served as a point of escalation for complex operational issues, resolving challenges with efficiency and expertise - Responded to escalation tickets (8 hour SLA) - Proficiently triaged JIRA tickets, prioritizing issues and resolving concerns promptly
ThriveDX (formerly HackerU)Instructor Manager
Jan. 2022 - Jul. 2023Managed course scheduling, upcoming classes, and instructor communication for Cybersecurity and Software Development Introductory Courses - Conducted course evaluations to maintain high-quality instruction aligned with program objectives
Served as the primary point of contact for over 350 Digital Marketing and UIUX instructors (Jan 2022 - Nov 2022)--built relationships and managed expectations - Ensured instructors were prepared for their upcoming course and provided support both in and out of the classroom - Ensured upcoming courses where adequately staffed; scheduling courses 30-45 days out
Provided mentorship to instructors, setting performance expectations and offering regular feedback Aggregated and analyzed feedback to identify trends and proactively address challenges Managed and monitored tickets in Jira to ensure timely response and transparency across departments - Tracked program issues and problem-solved to ensure successful course delivery while meeting student and partner expectations
ThriveDX (formerly HackerU)Regional Manager of Student Success
Jul. 2021 - Jan. 2022Oversaw a team of 9 managing the programming and operations across 7 universities in the East region--including coordination of an average of 70 active programs a quarter and an average of 80% retention across the region with over 90% earning a certificate of completion
Created and continuously updated Standard Operating Procedures for the team and kept them informed of changes and updates to processes
Periodically reviewed course recordings to flag concerns and provide instructor feedback to the academic team
Analyzed course data and feedback to proactively address student challenges reducing escalations quarterly by 40%
Worked cross-functionally with our curriculum and academic teams to ensure our team of SSMs had the information needed about our programs to support students
Assisted in special projects with the Digital Marketing Program team and disseminated program information and updates to the SSM team
ThriveDX (formerly HackerU)Sr Student Success Manager/Team Lead
Aug. 2020 - Jul. 2021Served as the lead Student Success Manager overseeing programming and operations across 4 university partners in the Southeast with a team of 5 Student Success Managers
Worked alongside the University Program Manager to manage the relationship between our university partners and ThriveDX (formerly HackerU), monitored student enrollments, and ensured timely tuition payments were made
Assisted my team with student issues, drops, postponements, and escalations
Monitored student feedback and relayed pertinent information to the academic and content teams to continuously update the program
University of Central FloridaStudent Success Manager
Sep. 2019 - Aug. 2020Liaison between the university and cybersecurity partner, ThriveDX (formerly HackerU)
Acted as the primary contact for both students and faculty regarding administrative and non-instructional matters
Supported students throughout their program and into their new career by establishing positive rapport, accessibility and a measured degree of accountability
Ensured students met their performance expectations through daily attendance checks, weekly class observations and grade reviews
Scheduled 1:1 meeting with students and instructors as needed
Assisted with class schedule coordination and campus events
Varsity TutorsAccount Manager
Jul. 2018 - Jun. 2019Orlando, FloridaEstablished new and maintained existing client relationships by cultivating open and positive dialogue, ensuring high-quality service, and following up after sales close
Maintained long-term relationships with clients through problem solving, issue resolution and recommendation of new products and services
Received, responded to and resolved customer issues or complaints in a timely and efficient manner
Managed and retained over 300 existing client accounts
Determined cross-selling or up-selling opportunities and reached 70% to sales goal monthly
Kaplan Test PrepInstitutional Service Consultant
Aug. 2017 - Jul. 2018Served as an internal liaison between Kaplan’s sales team and academics team working to coordinate test prep classes in the West, Midwest, and Southern regions
Managed anywhere between 20-40 clients concurrently overseeing programs from start to finish
Partnered with clients to develop reachable goals and reasonable action lists for individualized service plans
Identified process gaps, determined solutions and implemented updates to drive efficiency improvements
Trained and assisted clients on how to navigate online portals for both educators and students Provided student reports and attendance data when specified for a program or as needed by clients
Compiled data for student progress reports to disseminate to site administrators and internal client teams
Managed and maintained partner relationships
Kaplan Test PrepImplementation Manager
Jan. 2013 - Aug. 2017Served as a liaison between school/program administrators and Kaplan to coordinate test prep courses and events in the Northeast and Southern regions
Managed anywhere between 25-50 clients concurrently overseeing programs from start to finish
Created schedules and events, facilitated orders and shipments, and gathered pertinent information in order to begin services
Assisted in training new implementation managers on processes and Kaplan business systems
Communicated with Kaplan instructors and school administrators throughout the course regarding student progress, course scope and sequence and pace, and overall course outcomes
Supervised and trained new teachers assigned to specialized programs
Prepared and led trainings for instructors on upcoming programs and for school administrators on the use of their online reporting portal
Collected and analyzed student data and generated reports for both instructors and clients
Created, led, and presented student and parent orientations and workshops in both English and Spanish
Fordham UniversitySTEP/CSTEP Intern
Mar. 2012 - Aug. 2012Planned student activities with student mentors and supervisor
Performed follow-up interviews with students based of survey they answered about their identities, self-esteem, thoughts about college, and concerns about college
Assisted with student interviews for CSTEP Summer Scholars program and helped evaluate students throughout the program
Created and co-led student mentor training
Created curriculum for 7th grade development workshops covering communication, problem solving, and presentation skills
Assisted, led, and developed college preparation workshops for 11th grade cohort
Assisted with career panel organization for 11th grade cohort to wrap-up the semester
Assisted with the development and planning of Lincoln Center STEP Parent Association
Kaplan Test Prep and AdmissionsK12 Program Specialist
Aug. 2011 - Jan. 2013Served as a liaison between school administrators and Kaplan to coordinate test prep programs and events in NYC, Westchester, and Long Island Monitored student progress and attendance and provided reports demonstrating student test scores over time, attendance, and online usage
Communicated with Kaplan faculty and program administrators throughout the program regarding student progress and partner needs
Led and presented student orientations and student and parent events in both English and Spanish
Kaplan Test Prep and AdmissionsPre-College Acadmic Specialist
Nov. 2010 - Jul. 2011Handled staffing for all Kaplan Pre-College classes and events in Manhattan, Bronx, Brooklyn, and Queens
Assisted K12 implementation team with on-site classes in NYC schools
Assisted teachers with questions or concerns
Provided customer service support for classes running in the territory
Kaplan Test Prep and AdmissionsPre-College Account Manager
Mar. 2009 - Nov. 2010Greater New York City AreaAssembled all marketing materials for Pre-College programs, both in center and off-site, and handled event follow-up
Created, implemented, and helped staff Kaplan K12 Pre-College courses for various public schools and community based organizations throughout Manhattan and the Bronx
Served as point person between Kaplan K12 representatives, school administrators and Kaplan center staff regarding class schedules, schedule changes, and marketing material requests
Scanned and processed test results for all Kaplan K12 Pre-College classes in Manhattan/Bronx
Created individual school reports outlining students progress throughout the course
Kaplan Test Prep and AdmissionsGraduate Programs Marketing Coordinator
Mar. 2007 - Mar. 2009Communicated brand awareness through grass-roots marketing and media channels in Manhattan and Bronx to support national marketing efforts
Event management operations-created events quarterly, assembled event materials, and coordinated event follow-up
Built campus presence, created new partnerships with student clubs, and built relationships with campus advisors
Created and sent out various marketing/promotional emails
Collateral creation management (flyers, ads, etc)
Led and presented events in center and on campus
Art: ASAPProject Coordinator
Nov. 2005 - Jan. 2007Organized and implemented inventory system for catalog products and set design rental pieces.
Handled invoicing, data entry, client estimates, and accounts payable and receivables. Oversaw various projects from start to finish while meeting deadlines.
Coordinated shipments both domestically and internationally. Worked closely with graphic designers on imagery for new art line and custom artwork for clients.
Created and prepared press releases, media kits, and all collateral materials for trade shows. Compiled mailing list of clients, trade show inquiries, and magazine editors. - Mailed out postcards to the trade, which lead to an increase in sales up 20% from the previous year. - Created press releases on new products and lines, which lead to features in three design magazines (Hospitality Design, Kids rooms, and Color Schemes).
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