ANGELICA GRIFFIN
Mesa,AZ
Summary
Positive and caring student support professional with upbeat attitude and detail-oriented approach to meeting all student needs. Highly organized, proactive and flexible with strong critical thinking and planning abilities.
Overview
14
14
years of professional experience
Work History
Outreach Admissions and Enrollment Associate
California Aeronautical University
08.2024 - Current
- Managed outreach admissions process to attract prospective students
- Developed and implemented strategies to increase student enrollment and meet recruitment targets
- Provide information and guidance to prospective students regarding admissions requirements and program offerings.
- Managed approximately 30 -100 outgoing/incoming calls per day, emails, and text messages.
- In charge of the entire enrollment process, assisted students with their application and required documents.
Customer Care Consultant and Temporary Team Lead
PayPal, INC
09.2020 - 08.2024
- Interim Team Lead from Nov 2022 - Current
- Lead a team of 15-20 agents to meet their KPI's and metric goals
- Create troubleshooting strategies that ensure proper resolution to customer complaints
- Review customer accounts to ensure accuracy and compliance with PayPal policies
- Responsible for managing expectations in delivering superior levels of service
- Coordinate with internal team members to develop ways to improve the client experience
- Recognized for continually delivering above-average service while meeting KPI's
- Utilized company systems to order devices and provide a white glove experience to account holders.
Stay at Home Parent
11.2014 - 09.2020
- Oversaw all aspects of a small-scale team
- Effectively maintained a monthly budget
- Implemented techniques learned via Education background to advance children past average grade levels, while also volunteering in the community.
Student Services Finance Cashier
Western New Mexico University
08.2013 - 11.2014
- Provided quality services for students, faculty and staff
- Demonstrated expert knowledge of department and college policies, procedures, and practices
- Assisted students with payments, payment plans towards tuition, financial aid applications and student loans
- Demonstrated bilingual ability in assisting students and parents with the translation of student documentation.
Team Supervisor
APAC Customer Service, INC.
12.2010 - 08.2012
- Managed a team of 30 Bilingual employees who provided support for Vonage voice over internet protocol
- Credited with staying on top of up to 1.8K calls/day (60 calls/team member) and kept turnover low at just 15%
- Regularly ranked in the top 3 for customer surveys and was able reduce average call time to just 3 - 4 minutes.
- Evaluated team member performance regularly, providing guidance for professional growth and development.
Education
Masters in Secondary Education in Reading and English as a Second Language -
Western New Mexico University
Silver City, NM08.2017
Bachelor of General Studies -
Western New Mexico University
Silver City, NM05.2006
Skills
- Office Suite
- CRM
- Teams
- Problem Solving
- Time Management
- Interpersonal abilities
- Data entry proficiency
- Teamwork and Collaboration
- Multitasking Abilities
- Problem-solving abilities
- Organizational Skills
Timeline
Outreach Admissions and Enrollment Associate
California Aeronautical University
08.2024 - Current
Customer Care Consultant and Temporary Team Lead
PayPal, INC
09.2020 - 08.2024
Stay at Home Parent
11.2014 - 09.2020
Student Services Finance Cashier
Western New Mexico University
08.2013 - 11.2014
Team Supervisor
APAC Customer Service, INC.
12.2010 - 08.2012
Masters in Secondary Education in Reading and English as a Second Language -
Western New Mexico University
Bachelor of General Studies -
Western New Mexico University
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