Jaclyn Demetrak
Farmington Hills,MI
Summary
Experienced Student Service Center Coordinator with a dynamic and organized approach. Over 10 years of experience in enhancing student services and support. Successfully managed daily operations, coordinated academic and administrative functions, and consistently delivered exceptional customer service. Skilled at fostering positive relationships with students, faculty, and staff to promote an inclusive and efficient campus environment. Strong problem-solving abilities and commitment to creating effective solutions that address student needs and improve service delivery. Proficient in utilizing student management systems and implementing process improvements to streamline operations and enhance the overall student experience.
Overview
14
14
years of professional experience
Work History
Student Service Center Coordinator
Wayne State University
04.2022 - Current
- The Student Service Center is the first stop for students as they engage with the Office of Student Financial Aid, Records and Registration and Undergraduate Admissions
- Supports the University's goal of offering a student-centered approach to helping incoming and continuing students navigate these offices
- Select, train, and supervise Student Service Center front desk Student Assistants and Work Study staff
- Partner with Director and other key staff in coordinating Student Service Center schedule to ensure adequate coverage at peak times
- Coordinate and participate in outreach events including calling campaigns, mailings, and on-campus programs
- Serves as a point of contact for defined market segments by providing excellent customer service through clear written and verbal communications
- Assist students, parents, and others in the community by providing instructions and information, clarifying outstanding requirements, and assisting students with building relationships with other campus personnel
- Lead in a student-focused customer forward philosophy
- Triage students' needs across each service platform to ensure students are being placed on the most meaningful paths
- Collaborate with key stakeholders, share the basic functions of the Student Service Center office, and find ways to become more collaborative to support students utilizing shared data and best practices
- Create and maintain reports and databases to document performance and provide statistical analysis of outcomes in comparison to divisional goals for increasing efficiency and quality of service as well as monitoring the cost benefits and effectiveness of activities being performed
- Provide updates and report analysis to Enrollment Management senior leadership
- Collaborate with other Enrollment Management units to coordinate the implantation and evaluation of communications, outreach, registration, and graduation activities
- Adapt work to model best and promising practices across the 'onestop' philosophy for student services.
Student Enrollment Services Coordinator
University Of Michigan-dearborn
09.2021 - 04.2022
- Improved team productivity with regular communication and progress updates, fostering a collaborative work environment.
- Enhanced operational workflows by maintaining well-organized documentation systems and updating records accurately as needed.
- Gathered and organized materials to support operations.
- Support the activities that ensure outstanding and timely first-tier service of our students across our Salesforce CRM. Responsible for tracking data and communicating with stakeholders to ensure coordination and service level agreements across campus are completed in a timely fashion to enhance the student experience.
- Develop and monitor reports as prescribed by EM leadership to monitor divisional service objectives.
- Provide training, schedules, and support to student workers and/or other staff in basic functions specific to their roles. Act as a liaison to EM and greater campus stakeholders to identify opportunities for training.
- Under the direction of the Director of Enrollment Student Services assist in identifying improvements in the delivery of student services and developing both traditional and non-traditional service lines.
- Create, update, and maintain written training documentation for all processes related to University Student Services and practices; present processes to students and staff in a clear, procedural manner.
- Assist in the development and maintenance of the Knowledge Base including adding or adjusting once approved, monitoring activity and keeping information up to date, providing faculty and staff with information and reports.
- Serve as a secondary tester/analyst for Salesforce/Banner implementations and feature builds; assist with testing and management of student-facing pages as they relate to content display.
Enrollment Specialist
Wayne State University
04.2013 - 09.2021
- Promote and provide quality customer service in multiple areas, including but not limited to financial aid, registration, admissions, and student accounts, via telephone, email, or in-person
- Resolve complex student issues in a timely and professional manner
- Identify obstacles to student success and provide feedback to appropriate units
- Disseminate accurate information concerning students' status and procedures for requesting exceptions to enrollment or financial policies
- Cross trained in the areas of financial aid, Student Accounts, Records and Registration and Undergraduate admissions
- Answer in-person, telephone and email inquiries and act as a liaison between students, parents, and other university offices
- Accurately record data received and document information and services provided
- Process transactions to record data received or to provide written documentation of information and/or a service provided
- Participate in monthly update and training sessions Maintain confidentiality of student information according to FERPA and University guidelines and comply with university policies including Acceptable Use of Information Technology Resources
- Manage and oversee daily schedule for staff.
Care Coordinator /Lead Trainer
Hospice of Michigan
08.2010 - 04.2013
- Proactively followed up and interacted with guests, customers and employees in a courteous and professional manner
- Explained hospice service to patients, families, caregivers and patient care facility staff/physicians and then schedules necessary appointments required for patients and families to complete the sign on and / or admission while filing Hospice of Michigan service standards, call performance standards and regulatory requirements
- Communicated empathically and with concern while delivering exceptional customer service
- Proactively responded to crisis calls, taking appropriate action to resolve the situation for a positive outcome
- Trained new hires on daily operations, customer service, hospice services and how to use electronic database to input patient
Development Coordinator
Hospice of Michigan, Dearborn
11.2010 - 04.2013
- Assists with all aspects of the Development team and staff needs as requested including special events
- Initiates and coordinates the communication and follow-up calls between internal and external customers necessary to ensure successful department operations
- Works collaboratively and actively participates in team functions and meetings
- Assures effective organizational strategic results are achieved, working collaboratively with others to ensure a world class experience for our partners
- Maintains and follows up with donors
- Creates reports to stay updated on events, appeals, etc
- Assists with special projects relating to data needs of the Development department team
- Serves internal Hospice of Michigan customers with regard to development information
- Assists with organization of all third-party events as well as maintaining all third-party donor follow up and relationships
Education
Master Of Education -
Wayne State University
05.2019
Bachelor Of Applied Arts In Family Studies, Substance Abuse Prevention -
Central Michigan University
05.2007
Skills
- Process Efficiency Improvements
- Behavior Management
- Diverse Student Populations
- Administrative Support
- Student Services
- Positive Learning Environment
- Workflow Optimization
- Call Center Operations
- Escalation management
- Teamwork and Collaboration
- Problem-Solving
- Time Management
Accomplishments
- Supervised team of 15 student staff members.
- Created and implemented Student Service Center Liaisons
- Supported the training and onboarding process for new employees, ensuring a smooth integration into the team
- Coordinated and conducted training workshops on how to navigate student resources for units and departments on campus.
Affiliations
- Fraternity & Sorority Alumni Chapter Central Michigan University
- ISSP - Institute for Student Services Professionals
Timeline
Student Service Center Coordinator
Wayne State University
04.2022 - Current
Student Enrollment Services Coordinator
University Of Michigan-dearborn
09.2021 - 04.2022
Enrollment Specialist
Wayne State University
04.2013 - 09.2021
Development Coordinator
Hospice of Michigan, Dearborn
11.2010 - 04.2013
Care Coordinator /Lead Trainer
Hospice of Michigan
08.2010 - 04.2013
Master Of Education -
Wayne State University
Bachelor Of Applied Arts In Family Studies, Substance Abuse Prevention -
Central Michigan University