Darrick Owens

• Managed the implementation and ongoing administration of the CRM systems, including Q-Nomy, Parature, and Salesforce.
• Oversaw setup, maintenance, upgrades, and training for the CRM platform to ensure optimal staff utilization, and service delivery.
• Provided comprehensive counseling to students regarding enrollment and registration, working closely with academic departments on policy issues.
• Led staff recruitment, training, and development for the Enrollment & Registration Services Center (20 staff members, 7 managers, and 30+ work-study students).
• Monitored demand forecasts and quality assurance metrics, producing daily, weekly, and monthly reports to inform service improvements.
• Served as the primary liaison for university policies related to enrollment and FERPA guidelines, ensuring compliance and confidentiality.
• Maintained extensive knowledge of Banner Student Records and cross-departmental contacts to facilitate referrals and issue resolution.

• Pioneered the creation of the One Stop Shop Call Center at Georgia State University, the call center location.
• Pioneered the creation of the One Stop Shop for Georgia State University in-person location in 2005.
• Pioneered Enrollment Services areas in coming together to centralize and efficiently help assist each student and parent during the beginning of each fall and spring semester (Mega-ERS).
• Public contact by investigating and problem-solving questions and issues from current and previous students, parents, faculty, staff, and other offices in all aspects of the enrollment process, including, but not limited to, in-depth registration and Office of the Registrar questions.
• Conducted outreach for orientations, registration, and the office of the Registrar's information to assist students, parents, and others in navigating the enrollment process.
• Working knowledge of academic records, student financial aid, student accounts, and registration. Experience dealing with student issues, following those issues to resolution.

Advised management and staff on disciplinary actions and performance issues to resolve disputes.

Investigated departmental problems affecting employee relations through interviews and documentation review.

Established relationships with managers to monitor current and future employee relations issues.

Maintained knowledge of Equal Employment Opportunity guidelines and laws, including the Americans with Disabilities Act.

Interpreted policies and recommended procedures to ensure compliance with regulations.