ASHLEY ALKEMA
Phoenix,AZ
Summary
Dedicated human relations professional with over 20 years of experience across healthcare, counseling, customer service and student advocacy. Deep understanding of human behavior, human relations, crisis management and de-escalation. Recognized for exceptional organizational loyalty—including a 10-year tenure at a leading university, managing pipelines, meeting deadlines, and navigating compliance/regulations with a mission-driven approach to helping others achieve their goals. Expert at translating complex institutional needs into human-centered outcomes while managing high-volume demands with precision and empathy. Committed to fostering positive environments through active listening and proactive support.
Overview
12
12
years of professional experience
Work History
University Counselor
Grand Canyon University
02.2016 - Current
- I assist individuals, students, parents and fellow colleagues about the multiple components and various constituencies of admissions requirements, academic policies, and assist with each step of the enrollment processes and procedures. I offer guidance and additional resources for some of the following tasks:
- Review and provide information regarding potential career paths and academic plans of study.
- Review funding and financial options, cost breakdowns and budgeting tools and resources for higher education.
- Discuss prospective student's past, purpose, program, method of payment, potential concerns, possible start dates and their support system.
- Connect and assist with inquiries, leads, referrals, students and alumni with questions, concerns, obstacles and provide help with their desire to continue their education.
- Responded promptly and answered/resolved customer inquiries and complaints.
- Help determine admissibility and transferability of international and U.S. credits and credentials.
- Counseling and advising students with each step of the enrollment process.
- Participate in school/campus visitation and recruiting events, graduation and commencement.
- Conducted thorough assessments of student needs, identifying potential barriers to success and implementing targeted interventions to remove them.
- Evaluated transcripts, standardized test scores, and other relevant data to determine appropriate course placements for incoming students.
- Served as a liaison between various campus departments to streamline communication regarding student needs or concerns effectively addressing potential issues before they escalated further.
- Mentored incoming counselors as they transitioned into their new roles, fostering a culture of collaboration and professional growth.
- Implemented an early-alert system to identify at-risk students before they fell behind academically or withdrew from school altogether.
- Collaborated with admissions representatives from various universities to organize college fairs and informational sessions for prospective applicants.
- Improved student retention rates with timely interventions and targeted support services.
- Provided ongoing support for students throughout their academic journey, offering guidance on major selection, course registration, and career planning.
- Assisted in the development of departmental policies and procedures aimed at improving overall efficiency within the counseling office environment.
- Facilitated workshops on topics such as time management, study skills, and stress reduction techniques to improve overall student wellbeing.
- Evaluated the effectiveness of current counseling practices through regular data analysis and adjusted strategies as needed to better serve the university''s diverse student population.
- Connected students with relevant resources and support services to address personal challenges impacting their academic progress.
- Coordinated student accommodations in compliance with disability laws ensuring equal access to educational opportunities for all learners.
- Developed comprehensive academic plans for students, resulting in higher graduation rates and overall success.
- Provided expert advice on financial aid options, helping families navigate the complexities of scholarships, grants, and loans.
- Increased university enrollment rates by guiding students through the application process and providing valuable insights into college choices.
- Enhanced student career planning by developing and implementing individualized counseling strategies.
- Cultivated strong relationships with faculty, staff, and parents to foster a supportive learning environment for students.
- Trained fellow counselors in best practices for supporting diverse student populations including first-generation college attendees and non-traditional learners.
- Helped students develop organizational, time management and study skills.
- Worked with individuals to help understand and overcome personal, social or behavioral problems affecting educational or vocational situations.
- Delivered supportive and knowledgeable counseling to students with academic or personal concerns.
- Advocated for students to access available resources.
- Provided resources to support students in achieving career goals.
Customer Service Representative
Capital One - Frontier Communications
07.2015 - 01.2016
- Responded to customer requests for products, services, and company information.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Provided customers with technical support using maintenance procedures created with the company. products. Investigated and resolved service issues and/or product problems.
- Write and keep accurate records of discussions and correspondence on customers' accounts.
- Managed customers’ database accounts, performed customer verification and processed applications, orders and requests.
- Perform account level research and advise customers of products that may benefit existing customers.
- Stay up to date on all changes, developments and enhancements for all systems, products, and upgrades.
- Update account information and complete accurate documentation.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Personal Care Provider/CNA
Beehive Homes-Senior Living Center
01.2014 - 01.2015
- Provided assistance in daily living activities by dressing, grooming, bathing, and toileting patients.
- Assisted patients with personal requirements for housekeeping and grooming assistance.
- Cleaned house, ran errands, managed laundry, and completed weekly grocery shopping.
- Assisted patients with self-administered medications.
- Documented vitals, behaviors, and medications in client medical records.
- Established nutritious meal plans and prepared daily offerings to meet patient dietary needs.
- Used company software and databases to maintain records of services performed and patient conditions.
- Conferred with supervisor to discuss patient condition and medical care.
- Provided emotional support to clients during challenging times, offering a listening ear and compassionate presence.
- Improved client mobility by assisting with transfers between beds, chairs, or other surfaces as needed.
- Developed strong rapport with clients and families, fostering trust and open communication.
- Maintained accurate records of client progress, documenting changes in health status or needs for medical review.
- Responded promptly to emergent situations involving clients'' health or well-being, coordinating care with appropriate medical personnel when necessary.
Education
AS/BS - Psychology
Utah Valley University
Orem, UTHigh School Diploma -
Napa High School
Associate of Applied Science - General Studies
Napa Valley Community College
CASkills
- Cross-cultural communication
- Commitment to ethical standards
- Collaborative approach
- Student advocacy
- Academic advising
- Career guidance
- Technological proficiency
- Referrals
- Teamwork and collaboration
- Problem-solving
- Time management
- Problem-solving abilities
- Multitasking
- Active listening
- Interpersonal skills
- Goal setting
Timeline
University Counselor
Grand Canyon University
02.2016 - Current
Customer Service Representative
Capital One - Frontier Communications
07.2015 - 01.2016
Personal Care Provider/CNA
Beehive Homes-Senior Living Center
01.2014 - 01.2015
AS/BS - Psychology
Utah Valley University
High School Diploma -
Napa High School
Associate of Applied Science - General Studies
Napa Valley Community College