Jessica Lundquist
Independence ,MO
Summary
Experienced academic leader with over 5 years of experience in higher education administration. Excellent reputation for resolving problems and improving customer satisfaction.
Overview
16
16
years of professional experience
Work History
Director - Career Resources
National American University
Independence , MO
02.2021 - Current
- Created new and improved Career Resources site, called a libguide, that links to the university library and assists students and graduates with job searches, resume and cover letter creation, networking, interviewing, continuing education, and more
- Experience with developing websites, coding, and other IT fundamentals
- Participated in the Career Progression project in which the university reevaluated titles, job descriptions, roles, daily tasks, salary bands, etc
- Created and presented faculty, staff, and leadership trainings on continuous basis
- Participation in weekly leadership and operations meetings with presentations and project updates/outcomes required
- Communicate with faculty, provost, and leadership on student issues
- Collaborate on HLC meetings, special projects, curriculum design and online course setup within D2L and Canvas
- Create Libguides, SharePoint and library resources for students and faculty
- Advise 1200+ students with focus on career goals after graduation
Director - Registration Team
National American University
Independence , MO
06.2020 - Current
- Processed cancellations, changes or special requests promptly.
- Evaluated applications and supporting documentation for completeness, validity and compliance with applicable regulations.
- Performed data entry on Campus Cafe to maintain and organize records of member and program information
- Alerted supervisor of technical issues involving reservation process.
- Handled complaints and resolved conflicts involving facilities or amenities.
- Reviewed, processed and issued application requests for Student registration.
- Used Campus Cafe to manage Student record database, maintaining information confidentiality in accordance with federal privacy laws
- Created and applied new business analytics and reporting tool across all 3 CRM sites
Lead - Student Services Team
National American University
Independence , MO
03.2020 - Current
- Effectively communicated with students on academic performance and advising recommendations
- Responded to student and faculty requests, offering excellent support and tailored recommendations to address needs.
- Promptly responded to inquiries and requests from prospective and continuing students.
- Calculated credit hours, updated accounts and maintained detailed records for inventory management.
- Responded proactively and positively to rapid change.
- Followed up with students about resolved issues to maintain high standards of customer service.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Maintained up-to-date knowledge of product and service changes.
- Trained new personnel regarding company operations, policies and services.
- Effective liaison between students and internal departments.
- Facilitated inter-departmental communication to effectively provide exceptional student support.
- Enhanced productivity levels by anticipating student needs and delivering outstanding support.
- Delivered prompt service to prioritize student needs.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Investigated and resolved student/faculty inquiries and complaints quickly.
- Devised workaround solutions for student/faculty-related issues.
- Devised workaround solutions for student/faculty-related issues.
- Trained staff on operating procedures and company services.
- Increased efficiency and team productivity by promoting operational best practices.
- Met customer call guidelines for service levels, handle time and productivity.
- Improved retention and persistence goals on continuous basis to provide optimal performance.
- Exhibited high energy and professionalism when dealing with students, faculty and staff.
- Cross-trained and backed up other customer service managers.
- Promoted superior experience by addressing student concerns, demonstrating empathy and resolving problems swiftly.
- Applied highly effective selling skills while properly engaging and presenting solutions to students.
- Consistently problem solve and/or overcome objections to improve student persistence/retention numbers.
- Saved $20,000 per quarter (total cost per course) by implementing cost-saving initiatives that addressed long-standing problems (ie: course sequencing & low enrollment projects)
Lead - NAU Scholarship Foundation
National American University
Independence , MO
01.2020 - Current
- Supported cash flow management by developing projections for annual donations, sales and grants.
- Worked with marketing team on development and delivery of creative campaigns to support fundraising activities.
- Planned and organized special events, solicited corporate sponsorships and set up matching gift donations to reach financial targets.
- Collaborated with senior leadership to identify funding objectives and devise workable development plans.
- Oversaw in-house solicitation mailings and other fundraising initiatives by developing and routing materials, generating mailing lists, executing mail merges and managing collation and sends.
- Researched and identified potential donors.
- Raised approximately $30,000 in funds during campaign.
- Participated in status meetings to offer insights into quarterly and annual strategic planning.
- Cultivated impactful social media presence on Facebook and LinkedIn platforms, offering content relating to fundraising campaigns and organizational objectives.
Librarian Assistant/Research Tutor/APA Guide Editor
National American University
Independence , MO
01.2019 - Current
- Collaborated with instructors and students to provide resources, tutorials, and Zoom meetings to assist with both the library and scholarly research
- Created Libguides and LibWizard Tutorials to assist with specific topics and courses,
- Created and presented Staff and Faculty Training Resources – using PowerPoint, Zoom, RingCentral, Libapps, Excel, Teams and more - 2020
- Created Online Tutorials for students – Responsible for leading Live Orientation for brand new and reentry students each month
- Participated in project groups to create Virtual Maverick Orientation, English/Math placement exams, and created videos resources for students, staff and faculty - 2019
Adjunct Instructor
National American University
Independence, MO
01.2018 - Current
- Intro to Business (MT1050), Principles of Management (MT2050), Franchising (MT2200), Business Plan Development (MT4651), and Human Resource Management (MT3050)
- Responsible for administering grades, creating and present lectures with PowerPoint software, provide resources and weekly office hours via Zoom to collaborate with students.
- Defined and articulated goal learning outcomes, performance metrics and changes to improve student learning
- Created unique, student-centered lesson plans and assignments for each class to promote maximum learning and knowledge retention
- Participated in school retention initiatives by providing regular, accurate and timely feedback to students and school concerning academics, behavior and attendance
- Created and implemented course agendas, lesson plans and activities to successfully meet course objectives
Substitute Registrar
National American University
Independence , United States
08.2021 - 12.2021
- Completing Official and Unofficial Transcript Evaluations
- Inputting Transfer Credits, approvals, and waivers into CRM
- Creating and Storing student degree plans via Microsoft Excel
- Processing Dean Approved Course Substitutions, Course Overrides, etc.
- Organized, reviewed and filed paperwork for secure recordkeeping.
- Verified paperwork accuracy and checked for completion prior to processing.
- Performed wide-ranging administrative, financial and service-related functions.
- Volunteered to help with special projects of varying degrees of complexity.
- Directed automation of office procedures such as correspondence management, recordkeeping and online communications.
- Oversaw automated tracking and documentation of data, client correspondence and office operations.
- Advised regarding delays and special circumstances.
Senior Admissions Advisor
National American University
Independence, MO
05.2016 - 11.2017
- Recruitment of potential students (30 per monthly start)
- Team of five to train and maintain KPIs for.
- Assessed student's abilities and recommended degree programs to highlight strengths.
- Reviewed and discussed new students' academic credentials, interests and educational goals.
- Identified and addressed concerns of incoming students and parents.
- Maintained positive relationships with students, faculty, alumni and administration.
- Regularly met with enrolled students to confirm success and identify problem areas.
Education
Master of Science - Higher Education, Teaching and Learning
Harold D. Buckingham Graduate School, D. Buckingham Graduate School
Austin, TX06.2020
Master of Science - Human Resource Management
Harold D. Buckingham School of Graduate Studies
Austin, TX12.2017
Bachelor of Science - Business Administration, Management, Human Resource Management
National American University - Rapid City
Rapid City, SD05.2013
Skills
- Problem-Solving
- Interpersonal Communication
- Active Listening
- Training and Development
- Analytical and Critical Thinking
- Clerical Support
- Excellent Communication
- Data Entry
- Critical Thinking
- Planning and Coordination
- Attention to Detail
- Teamwork and Collaboration
- Dependable and Responsible
- Team Building
Accomplishments
- Published the quarterly NAU Alumni Foundation newsletter Winter 2020-Present
- Created and maintained the NAU Career Resources guide
- Supervised team of 12 staff members.
- Achieved Registration budget by completing early registration project with accuracy and efficiency.
- Collaborated with team of 6 in the development of Career Progression Project
- .Collaborated with team of 3 in the development of Low Enrollment Project
- Collaborated with team of 1 in the development of Course Sequencing Project
Affiliations
- Society for Human Resource Management (SHRM) 2020 - Current
- Association for Continuing Higher Education (ACHE) 2020 - Present
Additional Information
- NAU - Maverick Employee of the Quarter September 2020
- NAU - Kudos Employee of the Month August 2020
- NAU - Kudos Employee of the Month October 2020
Timeline
Substitute Registrar
National American University
08.2021 - 12.2021
Director - Career Resources
National American University
02.2021 - Current
Director - Registration Team
National American University
06.2020 - Current
Lead - Student Services Team
National American University
03.2020 - Current
Lead - NAU Scholarship Foundation
National American University
01.2020 - Current
Librarian Assistant/Research Tutor/APA Guide Editor
National American University
01.2019 - Current
Adjunct Instructor
National American University
01.2018 - Current
Senior Admissions Advisor
National American University
05.2016 - 11.2017
Master of Science - Higher Education, Teaching and Learning
Harold D. Buckingham Graduate School, D. Buckingham Graduate School
Master of Science - Human Resource Management
Harold D. Buckingham School of Graduate Studies
Bachelor of Science - Business Administration, Management, Human Resource Management
National American University - Rapid City