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Diane E. Shaffer
Fairmont,WV
Summary
Dynamic higher education professional with 5+ years of experience guiding students through the academic lifecycle, including advising, enrollment support, and retention strategies. Skilled in building meaningful relationships with diverse populations and delivering engaging presentations in both virtual and in-person environments. Proven success in high-volume outreach and student engagement through strategic, consultative communication and CRM tools. Passionate about helping students identify the right academic path and achieve their educational and career goals.
Overview
32
32
years of professional experience
Work History
Student Resolution Specialist
University of Maryland Global Campus (UMGC)
01.2025 - 05.2026
- Serve as primary point of contact for complex student concerns, ensuring timely and solution-focused resolution
- Established trust with students and families via clear, empathetic communication
- Collaborate with cross-functional teams to resolve academic, financial, and compliance-related issues
- Tracked and managed interactions in CRM system to maintain accountability and ensure follow-through
- Identified trends and recommended process improvements to enhance student experience
Student Success Coach (Customer Success Manager Equivalent)
University of Maryland Global Campus (UMGC)
10.2019 - 12.2024
- Managed a high-volume portfolio of students from enrollment through graduation, supporting retention and persistence
- Conducted proactive outreach via phone, email, and virtual meetings, enhancing student engagement
- Built strong relationships by assessing student goals and aligning them with academic pathways
- Identified at-risk students and implemented targeted intervention strategies, improving retention rates
- Partnered with admissions, financial aid, and faculty to ensure a seamless student experience
- Delivered presentations and onboarding sessions through webinars and virtual events
- Mentored and trained new hires, facilitating onboarding and enhancing team performance
Business Manager
Watson's Coins & Antiques
07.2014 - 10.2019
- Generated $500K+ in annual revenue through strong sales and customer engagement strategies
- Managed customer relationships to enhance retention and repeat business
- Delivered personalized service through consultative sales approach to meet customer needs
- Streamlined operations to improve efficiency and customer satisfaction
Program Coordinator / Adjunct Faculty
Pierpont Community & Technical College
01.2009 - 01.2014
- Coordinated events, workshops, and programs, overseeing logistics and fostering stakeholder communication
- Advised students on career pathways and workforce development programs to enhance their professional readiness
- Delivered in-person instruction and presentations to engage diverse student audiences
- Built relationships with internal and external stakeholders, including vendors and partners
Manager, Patient Accounting & Registration
Citizen's General Hospital
01.1999 - 01.2001
- Supervised a team of 40+ employees in registration and revenue cycle operations
- Enhanced process workflows to increase efficiency and strengthen financial performance
- Presented financial and operational metrics to leadership for informed decision-making
Financial Counselor
West Virginia University Hospitals
01.1994 - 01.1999
- Guided clients through complex financial and billing processes to enhance understanding and resolution of issues
- Advised clients on insurance and financial assistance programs to ensure access to necessary resources
- Provided financial counseling to patients navigating healthcare costs and insurance options.
- Collaborated with medical staff to address patient financial needs and concerns.
- Educated patients about payment plans, financial assistance, and budgeting strategies.
Education
Doctor of Business Administration - Marketing
Liberty University
Master of Business Administration -
University of Maryland Global Campus
Bachelor of Science - Marketing
Fairmont State University
Bachelor of Science - Finance
Fairmont State University
Certificate - Event Management
Pierpont Community & Technical College
Skills
- CRM management
- Data reporting
- Cross-Functional Collaboration
- Event coordination
- Student Recruitment & Engagement
- Public Speaking & Presentations
- Relationship Building
- Time Management & Case Management
- Conflict Resolution
- Conflict resolution
Timeline
Student Resolution Specialist
University of Maryland Global Campus (UMGC)
01.2025 - 05.2026
Student Success Coach (Customer Success Manager Equivalent)
University of Maryland Global Campus (UMGC)
10.2019 - 12.2024
Business Manager
Watson's Coins & Antiques
07.2014 - 10.2019
Program Coordinator / Adjunct Faculty
Pierpont Community & Technical College
01.2009 - 01.2014
Manager, Patient Accounting & Registration
Citizen's General Hospital
01.1999 - 01.2001
Financial Counselor
West Virginia University Hospitals
01.1994 - 01.1999
Doctor of Business Administration - Marketing
Liberty University
Master of Business Administration -
University of Maryland Global Campus
Bachelor of Science - Marketing
Fairmont State University
Bachelor of Science - Finance
Fairmont State University
Certificate - Event Management
Pierpont Community & Technical College