CAREER SUMMARY

Dynamic management professional with more than 10 years of increasingly responsible experience building and managing departments within small to mid-sized organizations. Recognized for consistent successes in developing systems, processes and methodologies to reorganize/revitalize practice operations, increase revenues and enhance employee performance. Strong planning, organization development and general management qualifications to include: cross-functional communications, resource allocation and project management skills.

PROFESSIONAL SKILLS PROFILE

• PC Software & Technology Interpersonal Relations & Communications
• Database Administration & Management Special Events Planning & Management
• Data Collection, Analysis & Reporting Sales & Customer Service Management
• Team Building & Leadership Public Relations & Media Affairs
• Project Planning Management Creative Thinking & Problem-Solving

PROFESSIONAL EXPERIENCE

Associate Director, Client Services 04/2007 – Present
Financial Aid Office
UNIVERSITY OF MARYLAND UNIVERSITY COLLEGE – Adelphi, MD

High-profile position responsible for managing and overseeing a staff of twenty-seven (27) full-time and six (6) temporary employees in the student financial assistance call center, who are responsible for handling between 10,000-15,000, calls monthly on average for financial aid, bursar and enrollment management related inquiries; email group that is responsible for responding to 2,500 inquiries per month; and a front desk customer service unit who are responsible for walk-in student-related customer service functions. Responsible for developing all financial aid communications to include the website and all correspondence to students. Responsible for alternative loan program to include certification and disbursement. Responsible for overseeing Federal Work-Study program, with a budget of $900,000, which provides student employment in both on-campus and off-campus community service positions. Work with various levels of management in departments to include Enrollment Management, Registrar, and Bursar’s Office to ensure students are well served. Participate on various committees to include: Customer Service, Professional Judgment and Hiring. Accomplishments: Revamped website and all correspondence to ensure accurate communication to students. Created and implemented a new Federal Work-Study Handbook, electronic timesheet and new website for Federal Work-Study program. Enhanced alternative loan program to streamline process from 1 month turn-around to 48 hours. Instrumental in ensuring promotions from within of qualified staff to appropriate positions within the unit. Completed first ever NASFAA Self-Evaluation of Client Services Unit to ensure compliance with federal regulations.

Senior Counselor - Client Services 09/2006 – 04/2007
Office of Student Financial Assistance
THE GEORGE WASHINGTON UNIVERSITY - Washington, D.C.

Integrated position responsible for managing and overseeing a staff of thirteen (13) employees in the financial assistance call center (9) who are responsible for handling between 3,000-5,000, calls monthly on average for bursar, registrar, admissions and financial aid related inquiries; and a front desk customer service unit (4) who are responsible for student-related customer service functions. Work with various levels of management in departments to include Admissions, Registrar, and Bursar’s Office to ensure students are well served. Participated on the Customer Service and Business Practice Committee. Accomplishments: Received the first ever Parent Choice Award (November, 2006) for outstanding customer service. Increased Call Center service level to above 80% and reduced wait time from 84 minutes on average per call to 16 minutes, as well as, reduced the call abandonment rate from 68% to 19%.

Manager of Scholarships & Special Awards 4/2003 - 10/2004
Office of Financial Aid, Scholarships and Student Employment
HOWARD UNIVERSITY - Washington, DC

Integrated position responsible for managing the Howard University Freshman Scholarship program ($13 million) and administering a wide variety of institutional (i.e., Fellowships, Assistantships and Trustee awards - $10 million), private (i.e., DC-TAG, DC Leap, DC-CAP), state (i.e., Maryland, Philadelphia, Rhode Island & Michigan) and athletic scholarships (NCAA - $4 million). Oversee and direct the selection process and efforts of the Scholarship Selection Committee in collaboration with University departments. Worked with the Office of Undergraduate Admissions on recruiting strategy. Oversee the return of Title IV funding through EDExpress. Assisted Student Awards division with student verification, packaging awards and performing need analysis functions on students selected for verification. Maintained Scholarship portion of Financial Aid website. Supervised two (2) financial aid officers, two (2) coordinators and three (3) assistants. Actively involved in serving on Athletic Financial Aid Appeals Committee and conducting Financial Aid workshops. Accomplishments: Received a 4.9 rating out of 5 on performance appraisal for improving productivity and efficiency of scholarship unit. Implemented new processes for evaluating tax returns for possible fraud. Assisted with the development and implementation of a new Satisfactory Academic Progress policy for the University and designed and implemented a new Student-Athlete Financial Aid Handbook.

Executive Director 7/1997-4/2003
COLLEGE ASSISTANCE PROGRAM OF DADE COUNTY, INC. - Coral Gables, FL

High-profile position, managing, planning and budgeting “last dollar” grant scholarship program throughout Miami-Dade County, FL that serviced over 400 grant recipients each year and provided college access information to more than 10,000 high school juniors, seniors and college students. Managed a $400,000 operating budget, $4.0 million dollar endowment fund, $500,000 student grant fund and a staff of 25 volunteers. Formulated long-range strategic plans for continued growth of the program to include developing a Planned Giving program, as well as, a Donor Club with rewards for those donors that committed for multiple years. Prepared monthly and annual fiscal report to include information on long-term fiscal growth and avenues for finding additional dollars for the program. Developed agenda and managed logistics for monthly Board of Trustee meetings and Annual Grant Night program for recipients. Facilitated financial aid workshops and served as principal spokesperson for local organizations and senior high schools. Ensured compliance with all United Way and donor policies governing allocation of grant funds. Launched a student mentoring program and a student workshop designed to prepare students for the workforce.

Accomplishments:

• Exceeded fundraising goal by $650,000 (1999, 2000, & 2001). Created and designed a full-color brochure and website. Designed and implemented a donor tracking software program. Created and designed Operations and Board Manuals.

EDUCATION

Doctorate of Management, Anticipated Graduation 08/2010
University of Maryland University College - Adelphi, MD

Master of Business Administration, May 2007
University of Maryland University College - Adelphi, MD

Bachelor of Arts-Public Policy Analysis/Health Policy and Administration, 1992
University of North Carolina at Chapel Hill-Chapel Hill, NC

COMPUTER SKILLS

• Windows
• Microsoft Office (Word, Excel, Access, PowerPoint, Project, Publisher, Outlook)
• Banner SCT
• EdExpress
• NCAA Compliance Assistant Internet
• QuickBooks Pro
• PeopleSoft
• Razor’s Edge Fundraising Program
• Webtycho - Classroom

TEACHING/TRAINING

Introduction to Business and Management (BMGT 110), Adjunct Faculty, 2008-Present
University of Maryland University College – School of Undergraduate Studies

• Provide instruction to undergraduate students with little or no business background. The course provides a survey of the field of business management and includes topics such as: human relations, technology in business, ethical behavior, the environment, global and economic forces, organization, quality, products and services, functional management and current issues and development.

Women in Business (BMGT 312), Adjunct Faculty, 2008-Present
University of Maryland University College – School of Undergraduate Studies

• Provide instruction to undergraduate students with minimal business background. This course is an examination of women’s evolving roles in the business world and the forces that have created change and opportunities. Also explore how organizational theory, human resources practices, industrialization and information technology have created paths for women’s professional growth.

College Goal Sunday, 2003-Present
TRI-State Association for Student Financial Aid Administrators

• This workshop provides instruction to college seniors and their parents on how fill out the Free Application for Federal Student Aid (FAFSA) form, as well as, talk about financial aid resources and how to apply.

Financial Aid 101, 2003-Present
Howard University, The George Washington University & University of Maryland University College

• Provide instruction to new Financial Aid Counselors, Enrollment Management Specialists and Undergraduate Advisors on the financial aid process. This workshop also provides instruction to high school seniors and their families, as well as, others who may be interested in learning how to find money to pay for college.

Financial Aid Night, 1997-2003
The College Assistance Program of Dade County, Inc.

• This presentation is given to high school seniors and parents on “What You Need to Know about Financial Aid” and provides instructions on how fill out the Free Application for Federal Student Aid (FAFSA) form, as well as, talk about financial aid resources and how to apply.

Getting Your Piece of the Pie – Fundraising Seminar, 1997-2003
College Assistance Program of Dade County, Inc.

• Conducted an annual fundraising seminar for local development officers on how to raise money in an economic downturn. This seminar also included information on how and where to look for money, as well as, how to keep donors committed to a cause.

Get Ready! Get Set! Get Hired! – Job Coaching Seminar, 1997-2003
College Assistance Program of Dade County, Inc.

• Conducted an annual seminar with high school seniors and college-aged students on how to prepare for a job interview; resume writing and how to conduct a job search. This seminar also included instruction on how to adjust to college life and how to complete the admissions and financial aid process.

Student Athlete Orientation, 2003-2004
Howard University

• Provide instruction to new student athletes regarding the Athletic Grant-In-Aid, academic and scholarship retention requirements.

Howard University Freshman Scholars Program Orientation, 2003-2004
Howard University

• Provide instruction to new and continuing Howard University Freshman Scholars on the scholarship program, information on how to retain the scholarship. This orientation also included instruction on how to adjust to college life and how to prepare for job interviews and resume writing.

SCHOLARLY ACTIVITY

• Dissertation Topic - Doctorate of Management Program, Summer 2008
  University of Maryland University College, Adelphi, MD
  An exploration of the relationship between organizational commitment and trust in the workplace among Baby Boomers, Generation X and Generation Y– Completed Chapters 1, 2 & 3

AWARDS/NOMINATIONS

• Class of 2007 Presidential Management Fellows Nominee
• University of Maryland University College – Adelphi, Maryland
• 2006 Parent Choice Award for Outstanding Customer Service
• The George Washington University – Washington, D.C.

PROFESSIONAL AFFILIATIONS

• Member, Eastern Association of Student Financial Aid Administrators (EASFAA), 2003 – Present
• Member, National Association of Student Financial Aid Administrators (NASFAA), 2003 – Present
• Member, DEDCMD Association of Student Financial Aid Administrators (Tri-State), 2003 - Present
• Visiting Professor, Florida Memorial College, Black Executives Exchange Program - National Urban League, 1999-Present
• Advisory Board Member, College Assistance Program of Dade County, Inc., 2003 - Present
• Board Member, Tinina Q. Cade Foundation, 2007 - Present