Summary
Overview
Work History
Education
Skills
Timeline
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Jenna Papke

Gilbert

Summary

Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.

Overview

13
13
years of professional experience

Work History

Customer Experience Specialist

Mind 24-7
07.2022 - 08.2023
  • Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
  • Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
  • Monitored customer feedback, identifying trends to improve product offerings and the overall customer experience.
  • Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.

Student Support Specialist

Zovio
10.2021 - 07.2022
  • Qualify leads for program of interest and connect to correct department
  • Connected struggling students with appropriate tutoring services or additional resources to facilitate their academic success.
  • Communicate effectively with students regarding enrollment status and attendance


Enrollment Counselor

Synergis Education
02.2019 - 11.2019
  • Achieve speed to lead and contact efficiency metrics
  • Qualify students and transfer to correct department
  • Build a strong pipeline through outbound calls


Admissions Representative

Argosy University
01.2018 - 08.2018
  • Boosted conversion rates by consistently following up with prospective students through phone calls, emails, and personalized communications.
  • Provided exceptional customer service to all inquiries from prospective students, parents, and educators seeking information about the institution and its programs.
  • Maximized resources by effectively utilizing CRM software to track communication efforts with potential applicants throughout their decision-making process.

Enrollment Coordinator

Pearson Online Learning
10.2014 - 01.2018


  • Provided prospective or new students with information about educational and career planning, university resources and academic programs.
  • Enhanced student satisfaction with enrollment procedures through timely response to inquiries and resolution of issues.
  • Streamlined enrollment processes by implementing efficient data management and communication strategies.

Admissions Representative

Everest College Phoenix
07.2010 - 10.2014
  • Assisted in meeting annual enrollment goals by consistently achieving personal recruitment targets set forth by management each academic year.
  • Streamlined the admissions process for applicants by efficiently managing application materials and accurately entering data into the system.
  • Reviewed admissions applications to check students' eligibility for acceptance.
  • Attracted and recruited students by communicating information via phone and email.

Education

General Studies

King Kekaulike High School
Makawao, HI
06-1999

Skills

  • CRM software
  • Request management
  • Client advocacy
  • Trend monitoring
  • Call center operations
  • Customer service
  • Following scripts
  • Computer skills
  • Salesforce CRM
  • LiveChat messaging
  • Call metrics

Timeline

Customer Experience Specialist

Mind 24-7
07.2022 - 08.2023

Student Support Specialist

Zovio
10.2021 - 07.2022

Enrollment Counselor

Synergis Education
02.2019 - 11.2019

Admissions Representative

Argosy University
01.2018 - 08.2018

Enrollment Coordinator

Pearson Online Learning
10.2014 - 01.2018

Admissions Representative

Everest College Phoenix
07.2010 - 10.2014

General Studies

King Kekaulike High School

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Jenna Papke