Deeda E. Webster
Phoenix,AZ
Summary
Award (NISOD) winning innovator in higher education, a student-centered advisor and advocate, adept at analyzing data to identify trends, and personalizing the student experience. A highly intuitive and creative student advocate who is known for consistently delivering a holistic developmental model of academic, career, and life goal advising. Exceptionally responsive customer service with the added ability to build and maintain collegial relationships of trust with students, faculty, staff, administrators, and influencers. Personally responsible for the operation of a state university satellite campus delivering all student services virtually, via phone, e-mail, remotely, and in-person to establish a comprehensive one-stop student service center for the west valley region. Proven record of increasing enrollment, retention, and degree completion every year for seven years. Specialized skill and research in the Guided Pathways model. 5 years directly supporting first generation, low income. and underserved students in a TRiO grant program . Dynamic public speaker and staff educator who celebrates diversity, inclusivity, and equity. Personally motivated by the desire to connect students with accessible, affordable, quality, higher education, and services. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
14
14
years of professional experience
Work History
Student Services Analyst
Estrella Mountain Community College
08.2022 - Current
- Answers parent and student inquiries and resolves problems related to curriculum and course prerequisites.
- Identifies and provides guidance to students experiencing academic and personal troubles.
- Conducts academic advisement services for students on reoccurring basis to maintain educational progression.
- Assists students in selecting courses to align with interests and abilities.
- Advocates for students to access available resources.
- Provides resources to support students in achieving career goals.
- Knows and applies MCCCD Policies and Procedures and explains them to students
- Develops and implements individualized academic plans for students.
- Analyzes student academic records to assess educational and career goals.
- Educates students on college admissions process and scholarship requirements.
- Hires and Supervises Federal Work Study Student Advisors
- Collaborates with CIT faculty, Deans, and Faculty Chair to complete Course Substitutions, Credit by Evaluation. Credit by Exam, and promote programs and emphasis
Enrollment Management Coordinator
Northern Arizona University
01.2016 - 07.2022
- Head of satellite campus to manage day to day university operations, provide comprehensive one-stop student services, and specialize in holistic personalized student advisement
- Integrate advisement of personal, academic and career goals using case management to support student success, retention, and degree completion following students over time to establish a relationship with students with a focus on the whole person
- Function as university ambassador to support community college partnership and build trusting relationships with major influencers, faculty, and staff
- Design, present, and facilitate student success workshops, classroom presentations, information sessions, panel discussions, campus activities, professional development seminars, and industry conferences
- Maintain expert knowledge of community college, and university undergraduate and graduate programs to create individualized academic plans, and explain offerings to prospective students and key stakeholders
- Engage in new degree pathway program development, evaluation, and assessment and innovate non-academic support service programs for Statewide students
- Research and keep abreast of best practices and current trends in higher education, propose new academic programs aligned with community college and workforce needs
- Participate in meetings and work collaboratively and collegially with community college faculty, deans, division, and program chairs, and student affairs program staff
- Create and implement a recruitment action plan for assigned region to generate a robust admissions pipeline, establish brand recognition and visibility, and increase enrollment
- Conduct outreach activities, represent the university on advisory boards, and engage with community employers and government agencies to identify opportunities for university growth and community engagement
- Recruit, guide, and advise an active caseload of 650 transfer students from first contact through application taking ownership of student success and monitoring satisfactory academic progress to graduation using Salesforce tasks to schedule follow up activities
- Make and deliver presentations for virtual and in-person information sessions, webinars, classroom visits, student success workshops, panel discussions, club meetings, community events, departmental trainings, faculty groups, team meetings, professional development programs, conferences, and college and career fairs
- Lead group and 1 on 1 new student orientation and onboarding in person and virtually
- Provide information and interpretation on pathway options, transfer credits, degree progress, admission requirements, registration, financial aid, scholarships, student records, billing, payment, tuition, residency, housing, student clubs, athletics, Greek life, and study abroad
- Encourage prospective students to achieve specific learning outcomes, developmental, career and life goals by teaching goal setting, problem-solving, decision making, and time management skills
- Determine if students are achieving course and degree learning outcomes and provide intrusive counseling as well as referral to academic support programs and faculty when indicated
- Counsel and advise students about career exploration, degree selection, use of transfer tools, community college courses, university requirements, and expectations and conduct transcript reviews to recommend community college courses that transfer
- Identify barriers to learning and serve as a liaison connecting students with services, such as Student Life, Veteran Services, Disability Resources, Counseling, Tutoring, Faculty, and other campus and community services
- Educate, guide, and instruct students in the completion of FAFSA, scholarship applications, petitions, student loans, entrance counseling, and verification of financial aid
- Interpret and explain student accounts, and university processes; serve as liaison to clarify policies and procedures
- Process class adds, overrides, drops, and withdrawals for students within the Registrar's enrollment schedule
- Provide information on registration deadlines and processes, deferments, transcripts, graduation, residency, reinstatements, readmissions, and other student records
- Cultivate relationships with college advising units and student success programs, admissions, faculty, administrators, staff, and community college constituents
- Work closely with each functional area to remain current on business processes and any changes that may impact front line services
- Ensure compliance with FERPA guidelines, Title IX, confidentiality, and all other pertinent university policies state, federal, and regulations
- Proficient in Microsoft Word, Excel, and PowerPoint, Outlook, Skype, Peoplesoft, Touchpoint, Black Board LMS, Salesforce CRM and Salesforce Lightning CRM
- Perform all duties remotely using Zoom, Google Meets, Web Ex, and Skype virtual platforms
- Counsel, guide, and assist students and families in the completion of complex admission forms, admission requirements, transfer guidelines, and relevant student and enrollment-related services, programs, and opportunities
- Advocate and serve as liaison between prospective students and the Admissions and Orientation Office to clarify policies, procedures, and deadlines
- Answer questions, inquiries, or requests from students, parents, or guardians in person, by phone, in writing, by e-mail, or via virtual platform within 24-48 hours
- Maintain exceptional customer service skills for all delivery methods utilizing empathy, active listening, emotional intelligence, diplomacy, and accuracy in a timely manner
- Document student contact through case management in Salesforce, Peoplesoft, and internal databases coordinating transition of higher-level cases or cases requiring main campus processing to functional area counselor or queue
- Specialize in Salesforce CRM and Peoplesoft to collect data, pull reports, and document customer service in the form of inbound and outbound phone calls, emails, print communications, and in-person meetings
- Promote and encourage retention by following up on assigned alert flags for students identified by faculty as in danger of failing
- Complete evaluation of transfer transcripts from other academic institutions for course equivalencies, articulation agreements, and application to both community college and NAU academic programs
- Share information on registration deadlines and processes, deferments, transcripts, graduation, residency, reinstatements, readmissions, maximum timeframe appeals, and other student record processes for both the community college and NAU
- Cultivate robust relationships of trust with faculty, staff, community college advising units, admissions, and other campus and community college constituents
- Resolve elevated and escalated customer issues or complaints with referral to leadership team when indicated
- Address problems or concerns on student account billing statements and financial transactions; answer questions and explain debits and credits, tuition and fee assessment, credit load and impact on tuition, and refund/credit transactions
- Promote a diverse, inclusive, accessible, and equitable campus environment
- Attend department and team meetings, training, committee assignments, conferences, engage in professional development and lifetime learning
- Balance competing priorities, analyze non-routine situations, resolve conflicts, anticipate issues, and solve problems independently with minimal supervision
- Provide monthly enrollment and recruitment activity reports to Director, Faculty, and Department Chairs
- Member of the Diversity, Equity, Inclusivity, and Justice (DEIJ) Committee
- Volunteer as an Engage Estrella program mentor, and at Holiday Helping Hands, and Prom Dress Extravaganza events with the Teacher Education Institute
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
Student Support Services Grant Administrative Secretary -Tutor Coordinator & Acting Advisor
TRiO, Phoenix College
03.2010 - 01.2016
- Administer comprehensive support to federal TRiO grant director, program advisors, tutors, and cohort of 250 low income, first generation and students with disabilities
- Maintain Excel, Google, Student Lab, Tutor Track, and Student Information System databases to document federal TRiO grant activities and track student progress
- Coordinate and plan educational workshops, on and off-campus events, and corporate travel to conferences
- Recruit and present TRiO Student Support Program benefits, activities, and college success tips to students enrolled in CPD 150 and AAA 115 courses
- Program timekeeper
- Official Function Form completion, HCM and FMS requester, 25Live scheduler, and approved fleet driver to transport students to off campus events
- Monitor and manage program budget and document expenditures
- Customize, build, manage and place students on program's one-on-one tutoring schedule
- Supervise, hire, train, schedule, and evaluate performance of 10 full time tutors and 5 federal work study employees
- Create and organize student files, grant documentation, and educational materials
- Problem-solve issues, mentor, and make appropriate referrals for economically and academically disadvantaged students as needed
- Identify, anticipate, and respond to special needs, disabilities, IEPs, and ADA laws
- Communicate grant activities and answer questions via e-mail, phone, and in-person to internal and external customers, auditors, and federal Department of Education grant managers
- Assist Director with Annual Performance Report and reports to college administration
- Enforce and apply federal and state regulations and guidelines related to Trio grants, and assist Director with Annual Performance Report
- Collaborate with faculty, staff, administration, and outside agencies to support TRiO grant operations and student success
- Acting program advisor during program advisor extended leave and during advisor vacancy providing holistic academic, career, and personal advising and guidance to 250 TRiO students
- Member of Phoenix College New Employee and Employee Development Committee
- Supported students in development of critical thinking skills and perseverance to persist with challenging tasks.
- Mentored and coached students with focus on developing independence and self-confidence.
- Collaborated with teachers, administrators and parents to determine how best to support student success.
- Maintained records of student assessments, tutoring activities and results.
- Responded to email and telephone requests to provide students with specific information.
Education
Masters in Higher Education Leadership - Community College And Higher Education
Northern Arizona University
Flagstaff, AZ05.2017
Graduate Certificate - Community College Teaching And Learning
Northern Arizona University
Flagstaff, AZ05.2018
Bachelor of Science - Interdisciplinary Studies Public Administration
Northern Arizona University
Flagstaff, AZ05.2015
Associate of Arts -
Maricopa Community Colleges - Phoenix College
Phoenix, AZ12.2014
Associate of Applied Science - Health Information Technology
Phoenix College
Phoenix, AZ2017
Skills
- Salesforce CRM
- Microsoft Office Suite
- SIS
- Google Office
- WebEx
- Q-less
- Cranium Cafe
- Zoom
Accomplishments
- .Created a degree and certificate pairing tool for the CIT FOI to reduce time spent by advisors writing graduation applications and to increase the number of stacked credentials earned by CIT students.
- Developed a CIT Course Sequence guide listing all FOI specific courses with prerequisites for ease and accuracy in advisor course selection
- Authored an Advising Training handbook and quick guide to train new Student Advisors
- Active and participating member of the Career and Educational Planning Department's committees on Guided Pathways and Student 1st year experience.
Timeline
Student Services Analyst
Estrella Mountain Community College
08.2022 - Current
Enrollment Management Coordinator
Northern Arizona University
01.2016 - 07.2022
Student Support Services Grant Administrative Secretary -Tutor Coordinator & Acting Advisor
TRiO, Phoenix College
03.2010 - 01.2016
Masters in Higher Education Leadership - Community College And Higher Education
Northern Arizona University
Graduate Certificate - Community College Teaching And Learning
Northern Arizona University
Bachelor of Science - Interdisciplinary Studies Public Administration
Northern Arizona University
Associate of Arts -
Maricopa Community Colleges - Phoenix College
Associate of Applied Science - Health Information Technology
Phoenix College
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