JENNIFER VAN HORN
Lead Generation/Customer Success Manager
Dewitt,IA
Summary
Highly qualified Admissions Advisor with experience supporting students' transition from high school to higher education. Excels at guiding students to make and meet academic goals. Takes pride in creating supportive environments and encouraging positive interactions. Proven professional and self-starter with excellent communication skills.
Overview
8
8
years of professional experience
1
1
Certification
2
2
Languages
Work History
Admissions Advisor
ACI Learning
04.2022 - 11.2024
- Maintained positive relationships with students, faculty, alumni, and administration.
- Identified and addressed concerns of incoming students and parents.
- Regularly met with enrolled students to confirm success and identify problem areas.
- Enhanced overall student satisfaction by providing exceptional customer service and guidance throughout the admissions process.
- Reviewed applications and conducted interviews to assess applicant qualifications, ensuring a competitive incoming class each year.
- Maintained accurate records of all applicant information, ensuring efficient communication between various departments within the institution.
- Worked with financial aid office to verify student's' applications and discuss payment options.
- Developed and implemented targeted outreach strategies to attract a diverse range of applicants.
- Provided ongoing support to enrolled students through regular check-ins and progress meetings, contributing to higher retention rates.
- Explained institution's fee structure, amenities, courses offered and facilities to prospective students and parents.
- Advised students on educational, career and social opportunities.
- Oversaw career and job fairs to connect students with area schools and employers.
- Used standardized assessments to evaluate abilities, interests and characteristics of different students.
- Managed over 100 prospective student calls per day
Customer XP Coordinator, BDC Manager
Austin Ford Chrysler LLC
03.2021 - 03.2023
- Created automated processes within Salesforce to streamline manual tasks and reduce time spent on administrative work.
- Executed all coding activities involved with developing and maintaining databases.
- Generated data queries based on validation checks or errors and omissions identified during data entry.
- Developed expansion strategies to further retain and penetrate existing accounts.
- Managed data entry of all new and existing client information into CRM system.
- Analyzed sales trends and created forecasts for future revenue generation opportunities.
- Partnered with marketing teams to provide insight about best practices and product pitches to boost sale projections.
- Handled billing inquiries and provided customers with account changes.
- Answered product questions with up-to-date knowledge of sales and store promotions.
- Serviced customers by problem-solving and gathering and transmitting information.
- Utilized lead lists to develop clientele and increase retention.
- Updated and noted accounts with information from customers.
- Built rapport with customers and accurately assessed needs to make recommendations and upsell to achieve sales goals.
- Entered data, generated reports, and produced tracking documents.
- 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.
- Managed up to 100 calls per day
- Achieved highest internet sales results for dealership
BDC Manager
Austin Ford Chrysler LLC
03.2021 - 03.2023
- Collaborated with marketing teams to create reports based on customer behavior analysis for strategic decision-making purposes.
- Reported routine project status and data trends to project lead or departmental management.
- Managed data entry of all new and existing client information into CRM system.
- Analyzed sales trends and created forecasts for future revenue generation opportunities.
- Conducted research on emerging technologies to stay ahead of competition.
- Created automated processes within Salesforce to streamline manual tasks and reduce time spent on administrative work.
- Followed up with customers after sales to gain feedback.
- Developed strong relationships with clients to grow business networks
- Managed over 100 calls a day
- Attended industry events and conferences to attract potential customers and increase brand awareness.
- Represented brand during special events, customer interactions and sales.
- Monitored competitor trends and market shifts to maintain company relevance.
- Evaluated client feedback to brainstorm ways to improve products and provide quality customer service.
- Arranged in-person meetings and visited with clients to improve success of sales pitches.
- Built and established strong relationships with customers, enabling long-term partnerships.
- Built and maintained pipeline that supported monthly, quarterly and annual goals.
- Used knowledge of company products and services to recommend solutions to customers.
- Stayed current on customer trends and requirements.
- Trained new employees on company policies and strong sales techniques.
- Generated leads and located opportunities for market expansion and business growth.
- Improved team productivity by developing comprehensive training programs, monitoring performance metrics, and providing ongoing feedback.
- Spearheaded special projects aimed at driving continuous improvement within the department''s processes and systems.
- Established a positive workplace culture by fostering open communication, setting clear expectations, and recognizing employee achievements.
- Generated promotional letters, postcards and emails to encourage customers to visit dealership.
- Evaluated and monitored BDC performance regularly against established benchmarks, implementing corrective actions when necessary to ensure goal attainment.
- Secured repeat business from satisfied customers by consistently delivering exceptional experiences throughout the sales process.
- Managed and conducted outbound calling and texting campaigns to attract business and meet objectives.
- Offered incentives to reschedule no-show and canceled appointments.
- Streamlined BDC operations by identifying inefficiencies, implementing process improvements, and reducing response times.
- Enhanced customer retention through exceptional communication, attentive follow-up, and personalized service.
- Optimized lead management processes to ensure timely follow-ups and increased conversion rates.
- Engaged with internet customers and scheduled appointments electronically for added customer convenience.
- Ensured compliance with industry regulations as well as company policies regarding customer data privacy in all aspects of BDC operations.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
- Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends.
- Exceeded customer satisfaction standards set by Brands
Director Of Events
Holiday INN & Conference Center
03.2017 - 03.2021
- Planned and developed programs, agendas, budgets and services according to customer requirements.
- Reviewed event bills for accuracy and approved payment.
- Coordinated services for events, such as accommodation and transportation for participants, facilities, catering, signage, displays, special needs requirements, printing and event security.
- Maintained records of event aspects, including financial details.
- Conferred with staff at chosen event site to coordinate details.
- Determined how future events could be improved.
- Met with sponsors and organized committees to plan scope and format of events, establish and monitor budgets, or review administrative procedures and event progress.
- Hired, train and supervised volunteers and support staff required for events.
- Evaluated and selected providers of services according to customer requirements.
- Arranged availability of audio-visual equipment, transportation, displays and other event needs.
- Monitored event activities to ensure compliance with applicable regulations and laws, satisfaction of participants and resolution of any problems that arise.
- Inspected event facilities to ensure that conformed to customer requirements.
- Consulted with customers to determine objectives and requirements for events, such as meetings, conferences and conventions.
- Organized registration of event participants.
- Obtained permits from fire and health departments to erect displays and exhibits and served food at events.
- Developed relationships with Clients and helped them with their events from day 1 to competition
- Succeeded in increasing profit by 50% in first year
- Supervised a staff of 100 plus including Chef and full kitchen team, serving and bar staff and set up and tear down team
- Spearheaded the development of new event concepts, resulting in unique offerings that set the company apart from competitors.
- Collaborated effectively with cross-functional teams to deliver cohesive branding across all aspects of event production.
- Skillfully negotiated contracts with venues and suppliers for favorable terms that benefited both parties involved in the event planning process.
- Deftly navigated unforeseen challenges or obstacles during live events while maintaining a calm demeanor under pressure.
- Led post-event evaluations to identify areas for improvement and implement necessary changes for future success.
- Enhanced event experiences by meticulously planning and executing high-profile corporate gatherings.
- Cultivated lasting relationships with key industry partners, expanding the company''s network of reliable service providers.
- Consistently met and exceeded revenue goals by identifying new business opportunities and expanding the company''s client base.
- Managed complex timelines and resource allocation for multiple concurrent projects without compromising quality or efficiency.
- Delivered memorable events that exceeded client expectations, leading to increased repeat business and referrals.
- Elevated customer satisfaction levels by consistently delivering exceptional service throughout all stages of the event lifecycle.
Education
Leadership Austin In Leadership - Community Leadership
Riverland College
Ausin, MN05.2019
Associates Business - Business Administration
Ashford University
Clinton, IA06.2013
Skills
- Customer Service and Assistance
- Skilled in CRM software utilization
- Customer requirement analysis
- Customer service expertise
- Client relationship management
- E-commerce sales management
Commitment to goal achievement
Marketing
Student enrollment coordination
Prospective student outreach
Experience in managing financial aid applications
Cross-functional teamwork
Student counseling
Goal-oriented mindset
Enrollment management
Recruitment strategies
Certification
Leadership Austin
Community Service
Chamber Of Commerce, Chamber Ambassador, Austin, MN, 2022-09, Present
Timeline
Admissions Advisor
ACI Learning
04.2022 - 11.2024
Customer XP Coordinator, BDC Manager
Austin Ford Chrysler LLC
03.2021 - 03.2023
BDC Manager
Austin Ford Chrysler LLC
03.2021 - 03.2023
Director Of Events
Holiday INN & Conference Center
03.2017 - 03.2021
Associates Business - Business Administration
Ashford University
Leadership Austin In Leadership - Community Leadership
Riverland College
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