Jacqueline M Costello
Longwood,FL
Summary
Resourceful Retention Manager offers employee relations and business management expertise paired with first-rate communication and problem-solving abilities. Strategic and well-rounded professional seasoned in managing and overseeing various aspects of retention needs across internal and external partnerships. Commended for building trusting relationships within organization and external partners to support business needs.
Overview
17
17
years of professional experience
Work History
Retention Manager
Wiley University Services
Maitland, FL
12.2020 - Current
- Manage Retention team operational activities to maximize student experience including, but not limited to: Managing outreach strategy, change management, Performance evaluation, training, hiring, .
- Retention Point of Contact for multiple University Partners
- Work with leadership to execute performance measurement, employee development and employee compensation strategies.
- Compile reports to provide University partners and internal leadership with accurate information on performance and strategies that support efforts.
- Collaborate across internal verticals to provide support to University partners
- Actively participate in monthly/quarterly operations meetings with multiple partners to help
- Investigate campus/student/advisor issues with professionalism and sensitivity and detailed incidents in reports to leadership.
- Audit Student Advisor interactions by phone and email to ensure compliance with outreach strategies.
- Encourage open communications, promoting a work environment that is in line with Wiley's core values.
- Achieve desired work environment and performance by proactively advising and guiding employees on best practices through weekly one on one meetings, quarterly check-ins, annual reviews.
Retention Team Lead
Wiley University Services
Maitland, FL
11.2012 - 11.2020
- Managed weekly communications to support retention efforts through various approaches including proactive/reactive phone calls, text messages, click to chat and email.
- Monitored student performance to identify risk. Facilitated student requests through escalation procedures with campus contacts and other support services. Forecasted course section needs and provided recommendations for course scheduling to ensure availability and efficiency of campus resources.
- Ensured student registration was complete for all students. Manage regular activity, audit, and retention reporting, including registration management, to ensure achievement of internal and external partner retention/graduation goals.
- Maintained accurate and complete student enrollment records through database and spreadsheet management tools. Created and maintained comprehensive and accurate documentation of student interactions.
- Served as a liaison with campus administrative and academic offices (Business Office, Financial Aid, Registrar, Advising, Faculty) regarding add/drop procedures, course scheduling, student concerns, graduation processes and general troubleshooting.
- Served on the Roundtable committee. develop and deliver training for the entire retention team in Orlando. Set up and deliver training huddles on process or technology changes in order to quickly and informally share best practices.
- Lead call coaching with junior SA's to identify and discuss areas of strengths as well as areas of improvement.
- Lead Pod call coaching/training with other team leads to strengthen communication effectiveness
- Lead weekly team meetings strategize important tasks for the week, team trainings and talk though student obstacles, risk factors and other pertinent issues.
- Prepared and delivered new student orientations.
- Participated in focus groups for Process Optimization.
- Assisted student recruitment team with student life cycle by conducting welcome calls. informational webinars, and programmatic training
- Delegated daily tasks to team members to optimize group productivity.
Scheduling Coordinator
UNIVERSAL TECHNICAL INSTITUTE
Orlando, FL
06.2010 - 11.2012
- Maintain schedule for 1100+ for all coursework needed (new schedule created every three week rotation basis per classes rotating each three weeks). Data entry and record maintenance for all student leaves of absence/withdrawals Advise students regarding scheduling conflicts. Assist students in determining academic/elective options. Assist Education Managers with course scheduling/determining which courses to run based upon projected student population/densities. Serve as backup advisor to student affairs advisors in matters of academic counseling, school policies and procedures, in order to minimize student wait time Serve as backup grades and attendance coordinator in the absence of primary.
- Collect, audit, and process corrections in accordance with auditing standards.
Advanced Training Rep/Graduate Employment Advisor
UNIVERSAL TECHNICAL INSTITUTE
Orlando, FL
08.2007 - 06.2010
- Facilitated presentations to student body regarding goal setting, advanced training opportunities, miscellaneous soft skills. Prescreened students based upon credentials required by manufacturers/assisting qualified students in obtaining interviews with preferred manufacturers/assist non-qualified students regarding options with alternative employers. Assisted students in improving motor vehicle records/obtaining legal documents and in writing letters to court officials. Event planning/hosting (job fairs, manufacturer events on campus, etc.). Responsible for sustaining metrics regarding class densities/manufacturer interviews, etc.
- Various administrative duties (resume assistance for students, filing, proctoring exams).
- Assisted upcoming/recent graduates with employment placement. Worked with employers nationwide to obtain employment opportunities for students. Advised students regarding professionalism expectations, resume building, interview skills, job conduct expectations. Event planning/hosting (job fairs, employer interviews on campus, etc.). Responsible for sustaining metrics regarding tracking graduate student employment rates, job placement rates, call volumes.
Education
Master of Arts - Human Resources Management
Saint Mary's University of Minnesota
Winona, MN05.2021
Bachelor of Science - Communication Disorders
Governors State University
1997
Skills
- Leadership Experience
- Customer service expert
- Lean Six Sigma Yellow Belt
- Public Speaking Skills
- Teamwork Dynamics
- Behavioral Analytics
- Microsoft Office Suite
- Strong organizational skills
- Active listening skills
- Adaptive team player
- New employee orientations
- Interviewing
- Employee engagement
- Employee relations
- Quality Improvement
- Client support
- Recruitment and hiring
- Leadership development
- Issue and conflict resolution
- Team Supervision
- Training
Timeline
Retention Manager
Wiley University Services
12.2020 - Current
Retention Team Lead
Wiley University Services
11.2012 - 11.2020
Scheduling Coordinator
UNIVERSAL TECHNICAL INSTITUTE
06.2010 - 11.2012
Advanced Training Rep/Graduate Employment Advisor
UNIVERSAL TECHNICAL INSTITUTE
08.2007 - 06.2010
Master of Arts - Human Resources Management
Saint Mary's University of Minnesota
Bachelor of Science - Communication Disorders
Governors State University
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