VP Operations

- Met business demand quickly by hiring and onboarding 160 new staff, rolling out new recruitment and training initiatives that boosted morale and increased employee retention.
- Optimized financial performance with minimal deviation from budgeting goals by initiating multiple continuous process improvement projects, analyzing data of customer feedback, and recommending cost-effective solutions.
- Increased proposal rates from 9% to 35% for all appointments and achieved $42K cost savings annually through identifying and reducing overtime costs 19.5%.
- Generate leads through cold calling, networking and leveraging existing contact base
- Excellent analytics skills – Quantitative & Qualitative.
- Preserved customer satisfaction by managing escalations daily, employing exceptional communication listening, and problem-solving skills resulting in eliminating concerns.
- Familiarity with software-as-a-service (SaaS) and the communication industry.
- Experience in implementing strategies and programs to maximize value and growth ithin key accounts, with a strong emphasis on customer satisfaction and NPS.

- Generated 84K new leads within 1 month – drove new revenue at New York school from $570K to $1.8M; Phoenix school from $1M to $4M, and third client from $500K to $20M.
- Led team in continually outperforming KPIs by hiring top talent, expanding training programs, and providing 1:1 mentoring addressing issues and setting attainable performance goals.
- Improved ROI and increased performance 47% for UK client by revamping training model and adding new KPIs – that drove up annual revenue to $2.8M.
- Created and led 1-week Management boot camp training for 20 managers and team leads.
- Advocated for customers and staff by taking initiative to conduct interviews from specific populations, gathering data, and proposing process improvements, program development, and new solutions.
- Transformed struggling and fragmented sales force to top-performing team by cultivating climate of collaboration and inclusion and promoting transparency and communication.
- Experience utilizing Salesforce, GainSight, or other customer relationship management (CRM) and customer success platforms for tracking and analyzing performance data.
- Worked with small group of students leading social change, building grassroots support group, and coordinating Advocacy Day (bringing community members and politicians together to discuss future legislation).
- Won Marketing Core Values Award and commended by client via email and LinkedIn recognition.

- Launched 15-day model eliminating full cost of tuition for targeted student population.
- Increased new enrollments 285% (70 -> 200 new enrollments) and starts 280% (average 80 starts ->260 starts) by working with leadership rolling out innovative enrollment strategies.
- Boosted first-term retention 16% by collaborating with multidisciplinary teams enhancing focus on day one submission and quality of conversations.
- Research and gather data on marketing trends, competitive services and pricing
- Earned praise by executive leadership for saving $5M from student debt repayment program.
- Transformed student experience by collaborating with education team to draft student-focused training materials for staff – leading to $63K tuition costs for students.
- Structured HR consulting services and supported staff during organizational developments and changes.
- Achieved New Student Advising Award (4 consecutive years) and Top Manager (each quarter for 4 consecutive years) for providing leadership and direction to students accelerating academic growth.