Anna Margharita Esguerra
Upland
Summary
Dynamic Senior Family Enrollment Counselor at Pearson with a proven track record of exceeding enrollment goals and enhancing team performance. Skilled in Salesforce and conflict resolution, I developed training programs that improved customer satisfaction and team effectiveness, while fostering collaboration and professional growth within the organization.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Senior Family Enrollment Counselor
Pearson
07.2021 - Current
- Spearheaded enrollment efforts for Maine Connections Academy, surpassing the annual goal by achieving 105% enrollment success through strategic planning and leadership
- Designed and implemented a comprehensive de-escalation training program, reducing escalated calls by over 50% and enhancing team effectiveness and customer satisfaction
- Developed and launched a Professional Development Page, providing resources for skill improvement, featuring team achievements, and creating a platform for showcasing expertise beyond work
- Created and delivered training programs focused on company values, team tone, customer-centricity, and grit, strengthening team alignment and professional development
- Designed and facilitated a Professional Development Series to help the team return to basics, sharpening process knowledge and fostering collaboration and communication in preparation for peak season
- Served as Interim Supervisor during maternity leave, managing team adherence, addressing personnel matters, conducting monthly call reviews, and mentoring teammates to ensure operational continuity and team performance
- Developed task prioritization strategies and implemented a call cadence for a new school, enabling strategic outreach efforts that increased positive responses
- Engaged in FEC Quarterly Check-ins to empower FECs to work on professional development-related projects that will enhance their growth and contribute to their success
- Oversaw New Hire training sessions focusing on effective priority-setting skills to achieve a 90-100% daily task completion rate
Family Enrollment Counselor
Pearson
03.2021 - 07.2021
- Helped Region 6 Families complete applications and navigate the enrollment process
- Communicated regularly with assigned families through phone calls and WebMail
- Used Knowledge Base Articles and other resources to provide families with accurate and up-to-date information
- Trained and mentored new Family Enrollment Counselors
- Provided prospective leads with information about Region 6 schools
- Consistently met or exceeded Enrollment and Quality Assurance goals
- Maintained a positive attitude towards customers, peers, and other personnel, even during high-stress situations
Family Connections Coordinator
Pearson
07.2019 - 02.2021
- Assigned by Line Supervisor and Manager as Interim Lead for Monday and Tuesday late shift
- Duties included monitoring the queue and assisting fellow Enrollment Specialists through Teams
- Selected to mentor an Enrollment Specialist for each batch of new hires in 2020
- Trained to verify documents and state-specific forms, including the Charter School Notification Form
- Completed and participated in campaigns and special projects for Washington Schools
- Proficient in Washington Schools processes
- Communicated effectively via telephone and email with families through the enrollment process
- Built relationships with families through active listening and enrollment expertise to provide excellent service
Test Administrator
Pearson
San Dimas
02.2018 - 07.2019
- Mentored new Test Administrators
- Established and adjusted daily Testing Rooms schedule to maintain optimal service
- Checked in over 30 examinees a day by verifying identification and explaining the exam process
- Monitored the examinees while testing
Data Entry Clerk
Marissa Zacarias CPA
Glendora
01.2011 - 02.2018
- Entered numerical data into QuickBooks with speed and accuracy
- Managed documents by organizing forms, making photocopies, filing records, preparing correspondence, and creating reports
Education
Bachelor of Science - Hotel
Saint Paul University
Manila10.2002
Skills
- Salesforce and Microsoft 365
- Google Workspace
- Problem solving and strategy
- Collaboration and communication
- Leadership and mentoring
- Coordination and active listening
- Customer experience and support
- Time management
- Training and development
- Business workflow analysis
- Quality management
- Team leadership
- Conflict resolution
- Project management
Certification
- Supervisor Pathways to Excellence
- Google Data Analytics: Foundations Data, Data Everywhere
- Google Data Analytics: Ask Questions to Make Data Driven Decisions
- Google Data Analytics: Prepare for Data Exploration
Timeline
Senior Family Enrollment Counselor
Pearson
07.2021 - Current
Family Enrollment Counselor
Pearson
03.2021 - 07.2021
Family Connections Coordinator
Pearson
07.2019 - 02.2021
Test Administrator
Pearson
02.2018 - 07.2019
Data Entry Clerk
Marissa Zacarias CPA
01.2011 - 02.2018
Bachelor of Science - Hotel
Saint Paul University
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