Amanda Johnson
Caldwell,TX
Summary
Enrollment Advisor with experience guiding prospective students through admissions, tuition, financial aid, billing, and registration questions. Known for clear communication, calm problem-solving, and collaboration with Financial Aid, Academic Advising, and Student Services to help students move through the enrollment process.
Overview
11
11
years of professional experience
Work History
Enrollment Advisor
Texas A&M University
College Station, TX
03.2023 - Current
- Assisted prospective students with the admissions process by providing detailed information on enrollment requirements, tuition costs, and financial aid options.
- Trained new enrollment team members( both peer and full time staff) in policies and procedures.
- Co-chaired the spirit committee for 2 years
- Resolved inquiries from applicants concerning admission procedures or program details in a timely manner.
- Collaborated with other departments within the university such as Financial Aid, Academic Advising, Student Services, when needed.
- Provided information about class options, educational materials and available services.
- Listened to and understood customers' needs, explained and discussed options and outlined best-fit services.
- Assists students and their families with billing, admission, military benefits, financial aid and registration questions and concerns
Customer Service Representative
Spherion Staffing
Bryan, TX
11.2022 - 03.2023
- Followed procedures and regulations regarding students personal information
- Assisted students and their families with inquiries regarding billing
- Greeted students and their families and directed them to the correct department/advisor
Service Delivery Specialist
Blueshield of CA
09.2021 - 09.2022
- Developed and implemented operational policies and procedures to ensure efficient business operations.
- Established, maintained, and enforced organizational standards of performance, quality, and safety compliance.
- Analyzed data to identify trends in customer service issues, financials, staffing needs, to make informed decisions regarding operations.
- Provided leadership and direction to staff members to ensure successful completion of projects on time and within budget.
- Ensured compliance with relevant laws, regulations, industry standards. related to the operation of the business.
- Maintained effective communication between staff members by providing guidance on tasks and projects or addressing any concerns they may have had about their work environment or job duties.
- Coordinated training sessions for new employees regarding company policies, procedures as well as job roles, responsibilities associated with their positions.
- Monitored team progress towards achieving milestones set forth in project plans.
- Hired and onboarded team members to meet immediate and expected demand.
- Organized and facilitated classroom workshops, webinars, and one-on-one coaching sessions.
- Created multimedia presentations using PowerPoint, video conferencing tools, and other software applications.
- Analyzed data from pre-and post-training assessments to measure effectiveness of training programs.
- Documented all training activities including attendance records, feedback forms, surveys.
CSR II
Blueshield of CA
03.2021 - 09.2021
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Developed strong relationships with customers by providing personalized assistance and support.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Set up and activated customer accounts.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Improved customer service wait times to mitigate complaints.
Manager of Operations
Gunsmoke Shooting range
Snook, TX
06.2015 - 06.2020
- Developed and implemented operational policies and procedures to ensure efficient business operations.
- Created and managed budgets for operational departments and monitored progress against goals.
- Established, maintained, and enforced organizational standards of performance, quality, and safety compliance.
- Analyzed data to identify trends in customer service issues, financials, staffing needs, to make informed decisions regarding operations.
- Provided leadership and direction to staff members to ensure successful completion of projects on time and within budget.
- Negotiated contracts with vendors for services necessary for daily operations.
- Oversaw inventory management activities including ordering supplies as needed.
- Planned and coordinated logistics for large-scale events or conferences.
- Investigated customer complaints related to product and service quality or delivery issues.
- Managed day-to-day operations while ensuring high levels of customer satisfaction were met at all times.
- Ensured compliance with relevant laws, regulations, industry standards. related to the operation of the business.
- Maintained effective communication between staff members by providing guidance on tasks and projects or addressing any concerns they may have had about their work environment or job duties.
- Coordinated training sessions for new employees regarding company policies, procedures as well as job roles, responsibilities associated with their positions.
- Resolved conflicts among team members by mediating disputes and proposing solutions that both parties could agree upon.
- Hired and onboarded team members to meet immediate and expected demand.
- Established and maintained positive working relationships with community organizations, acting as corporate representative at meetings and events.
- Organized and facilitated budgets, product estimates, sales forecasts and product allocations to maximize resource utilization and customer sales opportunities.
- Integrated technology to increase efficiency and real-time accountability of operational tasks.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Prepared staff work schedules and assigned team members to specific duties.
- Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.
- Reviewed financial statements and sales or activity reports to measure productivity or goal achievement.
Education
GED -
Blinn College
Bryan, TX07-2021
Skills
- Event Planning
- Career Advising
- Coordinating Paperwork
- Leading Teams
- Schedule Managing
- Progress Monitoring
- Research Skills
- Maintaining Confidentiality
- Scheduling Appointments
- Confidentiality Understanding
- Admissions Support
- Call Management
- Information Security
- Inbound and Outbound Calling
- Microsoft Office Suite
- Critical Thinking
- Customer Service
- Customer Relations
- Adaptive Team Player
- Typing Proficiency
- Positive and Professional
- Courteous Demeanor
- Microsoft Office Expertise
- Account Management
- Tactful and Diplomatic
Timeline
Enrollment Advisor
Texas A&M University
03.2023 - Current
Customer Service Representative
Spherion Staffing
11.2022 - 03.2023
Service Delivery Specialist
Blueshield of CA
09.2021 - 09.2022
CSR II
Blueshield of CA
03.2021 - 09.2021
Manager of Operations
Gunsmoke Shooting range
06.2015 - 06.2020
GED -
Blinn College