Energetic, innovative executive catalyzing growth of customer-focused programming and services to drive achievement of corporate strategic goals. Adept at identifying and executing both incremental and long-term changes that enrich customers’ experience and create competitive advantage for complex organizations. Deliver astute advice and guidance to senior management, executives, and community and professional organizations through multiple leadership roles.
SUMMARY OF VALUE OFFERED
✓ Values-based Leadership. Build motivated teams by setting an inspiring vision, modeling humility and self-awareness, and systematically seeking input to build a strong workplace culture. Champion and coach for data-driven “One Student at a Time” model that helped nudge up student retention rate and first-year enrollment despite broad industry trends.
✓ Quality Improvement. Reimagined and engineered changes to student advising, student affairs, and campus services to better meet the needs of a diverse student body, which increased engagement and satisfaction. Led Financial Aid office in speeding up delivery of aid packages to align with the industry average.
✓ Culture Building & Change Management. Foster positive team culture by communicating in a consistent and transparent manner, clarifying shared opportunities and priorities, and continuously seeking input.
✓ Customer Experience. Maintained strong commitment to customer base despite political headwinds; recruited bilingual staff for every department, created targeted recruitment programs, streamlined processes, and supported related efforts to attract and retain a diverse student body. Lay the groundwork for future college designation as a Hispanic Serving Institution (HSI).
✓ Institutional Assessment. Co-chaired cross-functional task team charged with preparing for college reaccreditation. Drove accountability by overseeing development of student learning outcomes for every proposed program and event.
✓ HR. Collaborate with supervisor and partner with HR to recruit and retain top talent. Leverage vacancies to revisit the organizational chart and adjust job descriptions, formulating recommendations to optimize team structure.
✓ Facilitation & Training. Design, host, and/or lead staff training events, from topical workshops to multiday retreats focused on professional development. Has been called on to present at local, regional, and national conferences.
KEY COMPETENCIES: Team Leadership | Program Development | HR | Change Management | Continuous Improvement | Assessment & Accountability | Facilitation & Training | Conflict Resolution | Public Speaking | Coaching & Mentoring
Completed coursework towards an Ed.D. in higher education administration.
Communications and Theater Arts
Hired to bring stability to a team in need of an experienced executive who can lead with strength of conviction and decision-making. Division oversight includes Admissions, Advising, Dual Enrollment, Early College, and Testing. Staff of 22 FTE includes a budget in excess of $2M.
o Create a strategic enrollment management plan; assist with implementation of recently-purchased CRM; overhaul admissions application; enhance admissions approach to reflect sales goals and accountability; adjust communication flow for all target populations; increase every aspect of the student funnel which will lead to an increase in annual yield; increase credits per student; increase 360° articulations
Enhance Customer Service Approach
o Provide leadership for implementing a Guided Pathways model to simplify customer options; create a brand standard for faculty and staff engagement with students; modify Advising model to be more proactive and intrusive; enhance
Directed development of new initiatives and programs designed to attract and retain a diverse student population, directly supervising 6 professional staff and providing leadership to 99 FTE across 13 departments including Admissions, Advising, Financial Aid, Registration, and Student Affairs, including disability services. Allocated and monitored $8M annual budget. Created and implemented governance policies and ensured compliance with all relevant state and federal regulations. CWI is a community college offering adult education, workforce training, and academic courses at 6 locations in the greater Boise area.
Influenced over 20% increase in first-year enrollment in Spring 2023 and 4% uptick in retention over 5 years by driving understanding of the institution’s student demographics among division staff and intentionally cultivating buy-in for a “student-ready” vs. “college-ready” service model, which helped diversify staff and set the stage for net-positive growth.
Created and filled Dean of Students position, bringing CWI into compliance in a number of areas—including disability and veterans’ services—and setting the stage for innovation and accountable growth.
Collaborated with the Provost, academic deans, and other colleagues to continuously take the pulse of student experience and identify opportunities to support student success. Leveraged formal and informal channels for sharing insights and information and advocated for implementation of proven and promising solutions.
Spurred implementation of technological enhancements, including a CRM, a chatbot, and text messaging with students, which increased operational efficiencies and customer engagement.
Guided streamlining of Registrar and Financial Aid processes, which decreased error rates and students’ reliance on loans while boosting staff morale.
Introduced new recruitment and retention initiatives like proactive advising and New Student Orientation. Redesigned “one-stop” campus information centers and significantly increased hours of service to better meet students’ needs, bringing satisfaction scores into the mid-90s.
Reduced risk to the institution by ensuring data management policies and procedures follow best practices.
Oversaw efforts to create a welcoming campus for all students, instituting new initiatives and programs designed to close achievement gaps, increase operational efficiencies, and change students’ lives. Provided leadership to 15 FTE across Division of Student Affairs and directly supervised 5 professional staff prior to restructuring in 2016. Developed and administered various $1M+ budgets. Penn State York is a commonwealth campus of Pennsylvania State University.
As Chair of Enrollment Management Team, galvanized focus on enrollment challenges and opportunities and maintained daily responsibility for executing the Strategic Enrollment Plan.
Led and motivated team broadly credited with increasing the incoming baccalaureate class size 12% over 5 years and the international student population more than 200% over 6 years. At departure, student retention rate was at an all-time high.
Launched and enhanced a variety of programs that increased student engagement, including international spring break service trips, a new chapter of Student Veterans of America, and mentoring for all first-year students.
Orchestrated week-long orientation program for international students that addressed known pain points and eased their entry into a new educational system and culture.
Successfully advocated for $13.5M renovation and expansion of the student center.