Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Janessa Guzman

Miami,United States

Summary

Dedicated Student Success Coach with over ten years of experience supporting students in goal-setting, skill-building and managing challenging circumstances. Versed in communicating effectively and leveraging active listening skills to assess student needs. Passionate about student support and resource advocacy.

Overview

21
21
years of professional experience
1
1
Certification

Work History

Student Success Coach

FIU Online
Miami, FL
03.2017 - Current
  • Works directly with student caseload of 150+ students on FIU Online Coaching Methodology focus areas.
  • Develops and foster professional relationships with students by assessing their needs and motivating students towards achieving educational goals.
  • Assessed data gathering methods for validity and reliability purposes.
  • Collaborate with System Support Development Team to customize student performance data and reporting accessibility within Salesforce Student Information System.
  • Use data analytics (such as predictive modeling) to monitor and assess academic progress of at-risk students and develop action plan.
  • Developed robust communication plan and marketing content on semester basis, specifically targeting online students that focuses on important University information, events, and resources.
  • Establish onboarding process and train new success coach hires.
  • Collaborate with Associate Director on within-team professional development and Success Coach debriefs.

Director of All Star Experience

Top Gun Cheer And Dance All Stars
Miami, FL
05.2002 - Current
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Identify areas of need within staff education and develop training workshops such as first aid training and special needs athlete training.
  • Develop and implement business strategies to achieve overall season goals.
  • Assist athletes in research of potential post-secondary institutions including scholarship and athletic opportunities, as well as admission procedures.
  • Assist with management of social media campaigns to increase brand engagement.
  • Instructed and supervised students ages 3-30 in dance and acrobatic skills

Coordinator, University Graduate School

Florida International University
03.2014 - 03.2017
  • Supervised program assistants and oversaw delegation of special projects to student assistants, as well as developed and implemented front desk process and training manuals.
  • Provided assistance to students, faculty and administrators regarding interpretation and implementation of University policies and procedures.
  • Evaluated doctoral candidate dissertations and master thesis’ forms for accuracy for final approval.
  • Served as liaison between graduate student community and various University departments and resources.
  • Provided training to departmental staff across University regarding Graduate School policies and procedures.
  • Conducted workshops and educational presentations for thesis bound Master's students and PhD. / Ed.D. Candidates to ensure successful graduation.

Program Assistant, University Graduate School

Florida International University
02.2013 - 03.2014
  • Executed efficient, expedient, and quality customer service via front counter, telephone, and email.
  • Provided assistance to students, faculty and administrators regarding interpretation and implementation of current and/or new policies and procedures.
  • Advised students regarding filing of graduate paperwork.
  • Maintained integrity of records and upheld FERPA and other privacy laws.
  • Responsible for intaking and processing of applicant’s admissions paperwork.
  • Assisted in planning team building exercises for internal workshops.

Enrollment Service Office, Registrar's Office

Florida International University
08.2010 - 03.2013
  • Executed efficient, expedient, and quality service via front counter, telephone, and e-mail to address students' questions regarding all stages of registration process.
  • Reviewed and processed various types of applications: Non-Degree Seeking, Transient, Certificates, High School Dual Enrollment, and Senior Citizens.
  • Collaborated with academic departments and other offices on registration-related issues and requests.
  • Handled and assisted prospective and current students with all registration processes.
  • Assisted in development of Office of Registrar's production calendar.
  • Developed training manuals such as front desk processes, customer services, and scanning processes.

Education

Master of Science - Criminal Justice

Florida International University
Miami, FL
12.2014

Bachelor of Science - Criminal Justice

Florida International University
Miami, FL
12.2012

Skills

  • Project Management
  • Excellent Written and Oral Communication
  • Active Listening
  • Analytical and Critical Thinking
  • Student Retention
  • Coaching Skills
  • Data Audits
  • Flexible and Adaptable
  • Team collaboration and leadership
  • Salesforce, Canvas, Peoplesoft, and Tableau Software Proficiency

Certification

  • Inside Track Student Coaching Certified
  • Academic Impressions "Customer Service for Higher Education" Certified
  • FIU Service Excellence Award - 2019

Timeline

Student Success Coach

FIU Online
03.2017 - Current

Coordinator, University Graduate School

Florida International University
03.2014 - 03.2017

Program Assistant, University Graduate School

Florida International University
02.2013 - 03.2014

Enrollment Service Office, Registrar's Office

Florida International University
08.2010 - 03.2013

Director of All Star Experience

Top Gun Cheer And Dance All Stars
05.2002 - Current

Master of Science - Criminal Justice

Florida International University

Bachelor of Science - Criminal Justice

Florida International University

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Janessa Guzman