ANNAMAE WAUGH

• Customer Support: Provide comprehensive assistance to 2,000+ students, as well as parents, faculty, and staff across multiple communication channels. Proactively identify and implement effective solutions to diverse range of issues and inquiries.
• Phone and Email Management: Monitor Student Services email inbox, responding to emails efficiently and in a kind and professional manner. Answer incoming phone calls and make outbound calls as needed.
• Technical Assistance: Guide students in navigating their student account and university's website, ensuring a seamless and user-friendly experience.
• Outreach and Communication: Actively participate in outreach campaigns, successfully contacting 200-300 students per campaign to foster engagement and address their needs.
• Data Management and Documentation: Utilize Microsoft Excel to track outreach campaigns, assess student account information, and maintain accurate databases. Document interaction summaries for each phone and in-person interaction, maintaining detailed records for reference and analysis.
• Collaboration: Collaborate with other university departments, providing support and assistance as needed to contribute to overall efficiency of operations.
• Payment Processing: Process all cash and check payments for tuition with transactions up to $30,000+. Ensure safeguarding of students' personal and financial information.

• Administrative Management: Managed all file organization, documentation, patient scheduling, and communication channels, including telephone calls, text messages, and emails. Conducted cash and credit transactions with great accuracy.
• Inventory and Product/Equipment Management: Facilitated timely product orders of $1,000+. Regularly assessed products for quality assurance, organized shelves and created displays. Operated and maintained medical equipment valued at $30,000+.
• Marketing and Outreach: Expanded customer base and boosted sales using Canva and Constant Contact to craft weekly marketing emails and a monthly newsletter. Utilized Vistaprint to create visually appealing brochures and flyers. Monitored and managed the company Facebook page. Played a pivotal role in event planning.
• Supervision and Scheduling: Supervised and scheduled a team of 3 employees, fostering a collaborative work environment for enhanced operational efficiency.

Managed all front-of-house operations at a busy coffee shop, concurrently serving as the sole barista.

• Beverage Service: Prepared and served beverages efficiently while maintaining excellent quality and customer service. Managed coffee bar ensuring all coffee was brewed fresh in a timely manner and served in a clean, organized environment.
• Operations Management: Continuously met customer wait time goal of 5 minutes or less. Maintained impeccable cleanliness and order in drink preparation areas, lobby, and sitting areas.
• Cash Management: Proficiently executed opening and closing procedures for cash drawer, maintaining precision and accuracy in financial transactions while adhering to established protocols.
• Creative Design and Marketing: Applied creative skills to design visually appealing boards and menus, contributing to an enhanced overall aesthetic, and attracting customers to boost sales.

• Administrative Duties: Maintained organized filing system, and ensured organization and cleanliness of lobby area to create a welcoming environment for clients.
• Phone Communication: Answered incoming phone calls promptly and professionally. Provided resources and information to clients, addressing inquiries effectively.
• Interpersonal Communication: Utilized interpersonal and professional communication skills to collaborate with case workers and other employees. Fostered positive relationships with coworkers and clients through clear and efficient communication.

• Hotline and Crisis Support: Answered hotline calls, providing prompt crisis counseling and emotional support to clients. Found innovative ways to obtain necessary information from callers in crisis.
• Case Management: Assisted up to 5 clients (plus any dependents) at a time with housing, education, and employment plans through personalized case management. Provided pertinent information and references to empower informed decision-making.
• Educational Leadership: Led small classes at shelter, educating clients on various topics to enhance their knowledge and skills.
• Shelter Operations and Safety: Monitored and maintained safety, cleanliness, and orderliness of shelter.

• Degree concentration in Health Care and Psychology
• Elected member of Alpha Chi National College Honor Society
• Graduated Summa Cum Laude