A Condensed Snapshot of my Adventures in Professionalism

Lead cross-functional student support team responsible for identifying and defining student challenges and implementing solutions.
Manage technical challenges for hundreds of students and staff, including password resetting, coding challenges, software bugs, and internal and external tooling questions.
Create internal and external support documents in anticipation of and response customer and staff challenges.
Communicate software changes weekly; follow-up with staff and on closed bugs and issues.
Identify and catalog software and curriculum bugs and relay information to relevant teams and stakeholders.
Coordinate with Product and Academics teams to make sure bugs are addressed and fixes are implemented.

Processing all student applications and RFI's and maintaining them across multiple CRMs (Nutshell, Intercom and Salesforce).
Responding to hundreds of incoming general admissions and corporate phone calls.
Reported on trends and insights to the marketing team and helped develop communication strategy around those insights.
Lead a team responsible for reducing response time for leads, applications and RFIs in coordination with marketing efforts to increase lead volume.
Responsible for all triaging all non-campus specific incoming communication including phone and email requests for information.
Facilitate and administer "The Iron Yard Way" customer interaction training for new staff members.
Managed numerous ad-hoc projects including company wide SOP creation/implementation.
Developed and published dozens of blog posts and wrote content used in marketing and advertising copy across The Iron Yard’s digital properties.

Developed and implemented social media strategy for the Admissions Office of the college.
Responded and engaged via various platforms in the event of contentious campus events as a part of the Social Media Emergency Response Team.
Created and managed the Freshman Social Media Committee, an advisory, feedback oriented student think tank for admissions social media and recruiting policy.
In charge of all applications from the largest of 5 recruiting territories; with responsibilities including, application reading, evaluating candidate strength, and making initial determinations on acceptance and scholarship.
Oversaw a 91% increase in applications to my territory.
Constant maintenance of applications including all necessary follow-up with applicants, schools and parents; including application completion efforts and gauging overall interest.
Traveled across my territory speaking at various high schools and college fairs to generate interest, as well as hosting and attending events throughout the year to maximize yield.
Maintained consistent and personal interaction with applicants across a variety of formats; including mobile (text and voice), e-mail and social media.