JENNY MORGAN
Yorkville,IL
Summary
Knowledgeable Director and versatile professional well-versed in executing business strategies, preparing and implementing business plans and overseeing financial performance. Thorough knowledge of market changes and trends paired with strong grasp of corporate finance and performance measures. Dependable and detail-oriented to manage multiple tasks and priorities. Broad experience includes office management, accounting, accounts receivable, invoicing, dispatching, database management, vendor negotiations and contract management. Recognized for exemplary customer service and team collaboration.
Overview
15
15
years of professional experience
Work History
Director, Student Central Services
DeVry University
Naperville, IL
01.2020 - Current
- Oversight of Student Central Services for the university at a national level including a service center and operations services department of 25
- Develop strategies to keep accounts receivables 5% below prior year and implementation of new systems, processes, and policies for Student Central supporting 350 colleagues and 25,000 plus student body
- Led implementation efforts and developed an accounts receivable strategy which resulted in positive financial outcomes and lower account receivables achieving 5% below prior year for the university
- Student Central leader developing policies, programs, and procedures for Title IV, Institutional and Private Funding sources
- Designed and led project team for numerous COVID-19 related changes including determining eligibility criteria for millions of dollars in federal emergency funding, system and communications plans, and training rollout
- Thousands of students were able to receive emergency funding in an equitable manner based on need and impact
- Served as the Empowerment/Diversity/Growth/Excellence(EDGE) affinity group for women as the Governance Committee Chair with oversight for election process and planning of bi-weekly steering committee meetings
- Created a new institutional benefit tool in PowerBi and training series for 500 Strategic Enrollment colleagues which led to 20% improvement in scholarship submission and consistent process across all groups.
Manager, Student Finance Operations
DeVry University
Naperville, IL
01.2017 - 01.2020
- Oversight of business student finance operations and change management for over 50 locations in relation to pricing structure, Title IV, and customer experience
- Reports to the Senior Director, Student Central and Vice President Strategic Results-oriented director with a diverse background in higher education, operations, and customer service who thrives in dynamic, challenging, and fast-paced professional environments
- Assertive and enthusiastic with extensive knowledge of higher education and service center operations
- Dedicated to providing excellent customer service and effectively executing operational and procedural improvements
- Enrollment to maintain operations and ensure consistent customer experience
- Assists sales teams with operational implementations
- Oversaw and implemented numerous strategy and change management initiatives that resulted in additional revenue streams while serving as the subject matter expert from kick-off to launch
- 60 contracts signed in 6 months by providing financial information and development of new programs for companies such as Walgreens, General Electric, and UPS
- Obtained approval from Illinois Board of Higher Education, Veteran Affairs, and Department of Defense for new pricing structure by assembling financial components including pricing charts, catalogs, and other documents
- Completed business operations launch of 18/19 and 19/20 award years for federal aid, website, collateral, training, documents, and communication tools within Banner, Salesforce, and ProSAM systems.
Business Process Expert
DeVry University
Downers Grove, IL
01.2015 - 01.2017
- Provides strategic direction and management for DeVry's $65 million dollar scholarship and grant portfolio
- Reports to the Senior Director, Student Central and Vice President of Finance to provide business and finance consultative support
- Identifies challenges, trends, and inefficiencies in operations, and develops processes, procedures, training, and communications to address any business needs and improve customer experience
- Led 115-person technical and business project team to support rollout changes to pricing structure in 3 months
- Increased financial clearance by 500 bps by creating a new financial clearance optimization process
- Serves as liaison for the Executive team and Shared Operations Services, IT, Compliance and Legal
- Conducted journey process maps for student lifecycle to continually refine and improve customer service and colleague experience
- Conceptualized and implemented a front-line new reporting technique to monitor and assist colleagues and students with new enrollment.
Manager, Training and Communications
DeVry University
Oak Brook, IL
01.2013 - 01.2015
- Provided training for more than 200 colleagues throughout the United States by reading Department of Education regulations to interpret and communication information in both online and onsite formats
- Leveraged Six Sigma strategy to align quality and service delivery of more than 500 monthly email communications to unique populations of customers
- Planned and conducted training utilizing Microsoft Office, Adobe, and Brainshark for 75 new team members per year and supervised and coordinated activities for both onsite and online training modules
- Increased portal usage by 10% by designing optimal communications strategies to reach target audiences
- Wrote an average of 60 internal and external communications per month for event announcements, promotional materials, and regulation information
- Increased open rate of email communications by 20% through the implementation of a new communications strategy.
Student Finance Service Center Supervisor (Call Center)
DeVry University
Oak Brook, IL
01.2009 - 01.2013
- Award winning call center manager responsible for a 30-person call center and account management
- Leveraged Six Sigma methodology to identify and correct ineffective business processes and restructure standard operating procedures to align with company objectives and boost efficiency
- Influence by example and coach colleagues to ensure customer success
- Increased colleague engagement scores by 10 points by creating a process for colleagues to have an available manager during all hours of operation
- Achieved NPS score of 50+ for 3 consecutive years by developing and delivering customer service training as well as emphasizing quality assurance for all processes and procedures
- Increased Service Level Agreement (SLA) results from 0% SLA to 90% SLA in under 2 years by exceeding department level service goals in hold, abandon, QA, and documentation metrics
- Attained department service level goals while managing multiple customer support team members across the country and across multiple time zones
- Established an operational effectiveness group to travel throughout the region, assessing best practices and providing strategic information to optimize operational efficiencies and business processes.
Education
Master of Arts - Higher and Post-Secondary Education -
Argosy University
Bachelor of Arts - History -
Southeast Missouri State University
Skills
- Service Quality Improvement
- Business Process Engineering
- Team Building
- Inbound/Outbound calls
- Change Management
- Conflict Resolution
- Productivity Improvement
- Process Improvement
- Operations Management
- Relationship Building
- Strategic Objective Execution
- Training and Communications
- Operational Analysis
- Needs Assessment
- Strategic Partnerships
- Salesforce, Banner, Sigma Systems
Accomplishments
- Six Sigma Green Belt Certification
- Headed 115+ cross functional team in financial program change rollouts
- Upturned Service Levels from 0% to 90% in under 2 years
- Overhauled monitoring of new student enrollment reporting to achieve 10% increase over prior year
- Edward Hospital Chairwoman, Patient Advocate Committee
- 2 time Stevie Award Finalist Customer Service and Management Team
- Yorkville District 115 School Board Member
Timeline
Director, Student Central Services
DeVry University
01.2020 - Current
Manager, Student Finance Operations
DeVry University
01.2017 - 01.2020
Business Process Expert
DeVry University
01.2015 - 01.2017
Manager, Training and Communications
DeVry University
01.2013 - 01.2015
Student Finance Service Center Supervisor (Call Center)
DeVry University
01.2009 - 01.2013
Master of Arts - Higher and Post-Secondary Education -
Argosy University
Bachelor of Arts - History -
Southeast Missouri State University
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