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Work Background
Capella University-Minneapolis, MNSenior Enrollment Counselor
Mar. 2025All duties required of enrollment counselor plus:
• Creating and running trainings for best practices in enrollment and international enrollment/enrollment
of students whose first language is not English
• Participation in English Language Learners Council
• Updated resources on Sharepoint to help enrollment counselors assist students who are English
language learners
• Running team meetings in the absence of associate manager
• Creating and running trainings for follow up strategy due to above average performance Q1 and Q2 2025: followed up on 725 inquiries, got 540 of those who inquired to begin an application,
118 of those applicants reached matriculation, 95 matriculated students were still enrolled after the first
2 weeks of class
Capella University-Minneapolis, MNEnrollment Counselor
Jan. 2023 - Mar. 2025All duties expected of associate enrollment counselor plus:
• Participation in decision intelligence subject matter expert group
• Decision intelligence trainings for new enrollment counselors
• Mentor new enrollment counselors
Aeolian WatersportsRelationship Manager
Feb. 2020I act as a liaison between the company and its employees and customers, and reach out to local businesses who could benefit from our product, the Aeolian HiLo pump.
Brooks BrothersCustomer Experience Specialist
Nov. 2017 - Aug. 2021Hartford, Connecticut Area-Answer customer service inquiries via phone for both stores and customers -Answer emails at a rate of at least 7 contacts per hour -Resolve issues at a rate of 91% first contact resolution -Selected to represent the Contact Center for the 2018 Supima Immersion trip -Presented information I learned about Supima Cotton on the 2018 Supima Immersion Trip to 60 contact center associates plus some members of executive leadership. -Earned a 5/5 on my performance evaluation my first year working in a contact center environment -As a member of the Store Ops team, ran reporting and reviewed on average 200 orders a day, used Excel to view and manage data -Analyzed data which led to solving an issue preventing orders from shipping to APO, DPO, and FPO addresses in time for Holiday 2018 -Once a month, served as point of contact for 60 agents during leadership meetings, while we were in office -Still employed, after the Contact Center downsized from 60 to 12 agents
Brooks Brothers-Enfield, CTCustomer Service Representative
Nov. 2017 - Aug. 2021• Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring
customer satisfaction
• Managed a high volume of incoming calls and emails, consistently meeting or exceeding performance
metrics for response time and resolution
• Demonstrated strong product knowledge to effectively answer customer questions and provide
accurate information
• Built rapport with customers through active listening, empathy, and personalized interactions
• Assisted customers in navigating company website, troubleshooting technical issues, and placing
orders online
• Maintained detailed records of all customer interactions in CRM system for future reference and analysis
European Wax CenterGuest Services Associate
Jun. 2015 - Nov. 2017Orange, Connecticut-Consistently among top 10% in Wax Pass sales for CT and RI region -Sold on average $75-$100 package $/hour -Acted as interim manager between 3 managers at my center -Ran weekly team meetings for our team of 14 as interim manager, as well as had weekly 1 on 1 meetings with the wax specialists -Helped the owner review applications for employment for both Guest Services Associates and Wax Specialists
European Wax Center-Orange, CTGuest Services Associate
Jun. 2015 - Nov. 2017• Maintained a friendly and welcoming demeanor at all times while interacting with guests face-to-face
or over the phone
• Contributed to team efforts by assisting colleagues during busy periods or when additional support
was needed
• Handled cash transactions including processing payments, issuing receipts, and providing accurate
change
• Addressed guest complaints or concerns professionally and effectively, taking appropriate action to
resolve issues
• Managed reservations system, accurately inputting guest information and updating waxer availability
• Provided exceptional customer service to wax center guests, ensuring a positive and memorable
experience
Gona Paleoanthropological Research ProjectIntern
Jan. 2015 - Feb. 2017EthiopiaI interned with the Gona project January to February in 2015 and again in 2017. In 2015 most of my duties included organizing the fossil and lithics collection and making sure everything was catalogued. In 2017 I was mostly conducting independent research for my honors thesis. This included flintknapping and conducting butchery experiments.
Gona Paleoanthropological Research Project-Addis AbabaIntern
Jan. 2015 - Feb. 2015• Catalog findings from the previous field season, including cut marked bones and stone tools
• Site survey in the area of the Kada Gona and Unda Gona Rivers
• Communicated with members of the Afar tribe working on the project despite language barriers and
cultural differences
• Participated in excavations, including cataloguing in the field
• Wrote field guide outlining packing list and other important information such as cultural norms and site
information for next years interns
Brooke Allison PhotographyMarketing Intern
May. 2011 - May. 2012Milford, CTThis was a marketing internship with a local wedding photographer. Most of my duties were to research wedding blogs for photo submission. I helped design and print postcards to attract new clients. I ran errands to the printer and helped resize photographs.
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