Summary
Overview
Work History
Education
Skills
Additional Information
Accomplishments
Software
Certification
Timeline
Generic

Carl Marschall

Recruitment & Sales Director Of Operations
Monrovia,MD

Summary

Results-driven recruitment and sales operation professional with a strong background in aligning operational strategy, technology and sales growth initiatives. Proven expertise in technology performance, sales automation, enrollment management, sales operations, customer acquisition, lead conversion, user experience, process improvement and team management. Skilled in identifying and implementing solutions for process inefficiencies, driving customer engagement and using data-driven insights to drive results. Strong background in sales operations and management with experience in both recruitment and marketing operations. Accomplished in fast-paced environments, results-driven, remote team management and culture development with a career objective to drive sales growth and improve sales operations.

Overview

18
18
years of professional experience
4
4
years of post-secondary education
1
1
Certification

Work History

Director of Operations, Enrollment Enablement

Adtalem Global Education
Chicago, IL
08.2021 - Current
  • Revised Enrollment Enablement strategy for the second tier of a new enterprise operating model, successfully integrating five institutions within Adtalem Global Education following the acquisition of Walden University.
  • Assessed institutional requirements through collaborative design workshops to align with a tech stack consolidation initiative, resulting in reduced overhead and accelerated growth through improved CRM functionality and increased cross-selling opportunities between institutions.
  • Digital Product Manager (DPM) utilizing Agile methodology for all recruitment needs across the Adtalem enterprise. Prioritized over 70 feature and enhancement requests based on ROI, compliance, cross-departmental collaboration, and alignment with overall growth initiatives during the past two Program Increments.
  • Managed people, process, and technology to optimize the SFDC sales console, resulting in increased ROI for sales representatives through automation. Utilized analytics and data to develop strategic sales initiatives and automate activities to achieve new student enrollment growth.
  • Implemented the leadership team's vision to drive growth across all Adtalem institutions by implementing a sales funnel optimization strategy, leveraging conversion propensity insights, omnichannel engagement, and predictive models to support the roadmap.
  • Test data-driven tactics to enhance customer contact rates, engagement, and sales funnel velocity resulting in a contact rate increase between 150-600+ BPS during the 2nd quarter of the 2022-2023 fiscal year.
  • Provided sales leaders with access to performance metrics and opportunities for review to enhance team performance by identifying areas for improvement in outreach efforts through detailed analysis of cohorts within the sales funnel.

Director of Recruitment Operations

Walden University
Columbia, MD
01.2019 - 07.2021
  • Assisted in the deployment of new products and features for the Enrollment Team, including the adoption and stabilization of Salesforce Lightning, 8x8 Virtual Cloud Connector, 8x8 chat, Salesforce Einstein, and Opp Up Uncontacted.
  • Acted as the business lead for the pilot of Salesforce Einstein and Opp Up Uncontacted (optimized contact strategy), responsible for strategy, operational design, roll-out, and staff training.
  • Represented the business within an Agile framework and assisted in creating stories and grooming features to achieve incremental progress during each Program Increment (PI).
  • Migrated Enrollment Operations team from a ticketed process to case management for managing prospect and student issues, as well as customer support, resulting in improved organization and faster response time.
  • Handled effective communication with the business to prevent service interruption during scheduled system maintenance and provided interim solutions and support during unplanned outages to minimize and mitigate negative customer experiences.
  • Ensured documentation structure and management was in place, and accessible by the business.
  • Frequently collaborated with operational leaders across the business to ensure a consistent, high-quality, and user-friendly student journey.
  • Managed a team of three employees, who were responsible for implementing the vision of sales automation and optimization, providing operational support to the enrollment team. Provided professional development support and mentorship to the team.

Senior Manager, Recruitment Operations

Walden University
Columbia, MD
09.2018 - 12.2018
  • Kept commercial operations leadership informed of key performance indicator trends through weekly reports.
  • Tested lead management strategies to automate outreach to new and existing prospects.
  • Established new metrics to effectively evaluate and quantify the overall quality assurance of the sales/enrollment team.

Sr. Director of Enrollment & Marketing Operations

Envision Experience
Vienna, VA
05.2016 - 08.2018
  • Developed and executed strategic campaigns to maximize customer response and retention.
  • Created affordability plans to finance program cost to maximize profit per customer.
  • Established a partnership with a third-party lender to offer financing options to customers.
  • Optimized discount strategies such as grants and scholarships to increase customer conversion from the lead funnel while maintaining a profitable margin.
  • Strategically managed a $2M budget for digital and direct mail campaigns with the goal of maximizing customer engagement.
  • Created a referral program to increase customer acquisition at a low cost.
  • Successfully implemented a new online registration application (Microsoft Dynamics and Sitefinity) and implemented Microsoft CRM configuration.
  • Supervised a team of five, consistently providing professional development and growth opportunities.

Director, Retention & Marketing Operations

Envision Experience
Vienna, VA
05.2013 - 04.2016
  • Supervised the applicant enrollments and payment processing for 68,000 transactions manually for 27,000 members annually, including all recruitment and retention correspondence through various engagement channels such as social media campaigns and email campaigns.
  • Oversaw the flow of data for 3M+ customer records annually for CRM and event management applications, utilizing data translation tables and data staging to support direct marketing efforts and goals.
  • Led team responsible for maintaining an 89% annual customer retention rate.
  • Grew customer retention by 1.5%, with no additional budget spend, through email and outbound reach campaigns, based on customer trend analysis.
  • Slashed project timelines by 25% for online registration configuration through a redesigned project plan, eliminating three weeks from a 12-week project timeline.
  • Increased revenue by $1M through a revised customer retention strategy, utilizing multi-channel communications.
  • Increased customer retention rates by 2%, resulting in $1.2M additional gross revenue. Eliminated communication lag. Made staffing structure leaner by 30% through automation of manual processes.

Director of Enrollment

Envision Experience
Vienna, VA
11.2008 - 05.2013
  • Led a project to overhaul corporate approach to direct mail and digital marketing campaigns, including process definition, development, and documentation
  • Included process definition, development, documentation, data standardization, and quality assurance
  • Supervised database migration testing scenarios, including defining rules for matching, importing, and scheduling of over 3M records from multiple vendor lists, and oversight of data integration for 12M+ pipeline customers into legacy systems to ensure seamless integration with direct marketing efforts
  • Increased data accuracy from 70% to 94% through an enhanced data validation process
  • Introduced SMS as a supplemental marketing channel
  • Developed and executed text messaging (SMS) campaigns resulting in above industry-standard average opt-in rate of 34%
  • Reduced data processing by half and promoted data consistency by introducing enhanced documentation and data validation routines, resulting in earlier release dates for digital campaigns.

Education

Bachelor of Arts - Political Science

Shippensburg University
Shippensburg, PA
08.1998 - 05.2002

Skills

    Enrollment Operations

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Additional Information

  • SELECTED ACCOMPLISHMENTS & TECHNICAL SKILLS , Recipient of Cross-Departmental Excellence Award (Adtalem, 2022) Recognized for positive impact on team culture by improving morale and support, Zenith Award (Walden, 2021)

Accomplishments

  • Recipient of Cross-Departmental Excellence Award (Adtalem, 2022)
  • Recognized for positive impact on team culture by improving morale and support, Zenith Award (Walden, 2021)
  • Piloted AI model-driven sales automation by leading strategy and deployment of Salesforce Einstein (Walden)
  • Improved lead conversion by deploying internal lead delivery system across the business, Opp Up Uncontacted (Walden)
  • Optimized lead conversion through strategic discount strategy (Envision)
  • Increased revenue by $1M through multi-channel customer retention strategy (Envision)

Software

Salesforce (SFDC)

Azure Dev Ops

Tableau

Tableau CRM

Power BI

Microsoft 365

Certification

Project Management Professional (PMP)

Timeline

Director of Operations, Enrollment Enablement

Adtalem Global Education
08.2021 - Current

Director of Recruitment Operations

Walden University
01.2019 - 07.2021

Senior Manager, Recruitment Operations

Walden University
09.2018 - 12.2018

Sr. Director of Enrollment & Marketing Operations

Envision Experience
05.2016 - 08.2018

Project Management Professional (PMP)

04-2015

Director, Retention & Marketing Operations

Envision Experience
05.2013 - 04.2016

Director of Enrollment

Envision Experience
11.2008 - 05.2013

Bachelor of Arts - Political Science

Shippensburg University
08.1998 - 05.2002

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Carl MarschallRecruitment & Sales Director Of Operations