Director of Non-Traditional Programs
December 2020 - Present
University of Maryland Global Campus; Largo, MD
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Administers a portfolio of three Non-Traditional Academic Programs which include the International Program, the US Naval Community College Program, and the DOD Credentialing Assistance Program. Contributes to and implements strategic planning and long-range university objectives. Manages the formation of interdepartmental business processes to establish new standard operating procedures for innovative partnership models. Maintains, updates, and ensures procedural and regulatory compliance of all portfolio programs. Performs budgetary planning, reporting, and oversight for the Department. Regularly interfaces with personnel from DOD, US Navy, foreign colleges, and other international organizations for oversight of university initiatives.
Adjunct Assistant Professor
July 2019 – Present
University of Maryland Global Campus; Largo, MD
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Instructs academic and career exploration courses by planning and organizing course material in a pedagogically appropriate manner for adult learners. Develops interactive activities to reinforce concepts of teamwork, professionalism, and academic integrity to new students. Utilizes technology to enhance and support student learning and collaboration allowing a better reflection on what they are learning to achieve a deeper understanding of the course material. Conveying relevant application of content knowledge through lectures, student inquiries, and feedback on discussions and assignments. Accomplishments: Designed interactive curriculum and lesson plans for usage in hybrid course instruction. Mentors new adjunct faculty in the implementation of online classroom management strategies.
Director of Operations for International Programs
December 2018 – December 2020
University of Maryland Global Campus; Largo, MD
Oversaw the operational aspects of the Office of International Programs by forging new partnerships and enhancing current relationships between UMGC and non-military affiliated overseas partners. Improved strategic communications with stakeholders such as the President and Sr Vice Presidents allowing the Office of International Programs to work efficiently by establishing policies and budgets and executing them effectively for operational integration across all functions of the university. Effectively planned the designated project resources and monitored progress of the departmental objectives to meet operational and financial objectives for FY19 & FY20. Accomplishments: Developed a standard operating procedure manual for the Office of International Programs achieving efficiency, quality output and uniformity of performance, reducing miscommunication and failure to comply with regulations. Implemented the first new International Programs partnership in over ten years and developed new business processes for invoice payments in foreign currency.
Assistant Director of Student Services
June 2018 – December 2018
George Washington University; Washington, DC
Managed the counseling staff of the Colonial Student Services Center who assist students with financial aid, billing, and registration questions in person, through email, and by phone. Collaborated with other departments such as Student Services, Office of Student Financial Aid, Student Accounts, Office of the Registrar, Housing, and other university offices to stay informed of changes to internal and external policies and procedures. Identified trends in customer inquiries as well as opportunities for process and service enhancements using Remedy ticketing system. Identified training areas for the team and gave the home offices data regarding the most encountered areas of concern from customers. Implemented a tracking mechanism for the abandon rate of calls to report to the leadership of my unit. Accomplishments: Led the staff through ongoing expansion of content knowledge, including the addition of registrar customer service duties.
Associate Director of Admissions
October 2016 – June 2018
University of Maryland Global Campus;Largo, MD
Supervised and coached a team of 11 admissions advisors and 5 virtual solution advisors. Maintained accountability for customer service delivery to potential undergraduate and graduate students. Trained admissions advisors on relevant university admissions policies, appropriate outreach strategies for recruitment efforts, and accurate civilian and military/veteran content. Managed statistics and operations data to ensure the team exceeded productivity and customer service delivery metrics. Performed weekly call review sessions between students and employees to identify areas of improvement. Represented the admissions department on various university wide projects and change initiatives. Organized and participated in virtual and in-person events for high school and community college recruitment.Accomplishments: Successfully developed and integrated a team of virtual solution advisors who specialize in written communication (emails, live agent chat, and interdepartmental cases) in the Office of Admissions. Successfully hosted a new Enrollment Management (EM) Talks project which highlighted and detailed the UMUC student experience to key stakeholders within the university.