Khalia Hurst
Summary
Customer-oriented Program Manager with over 5 years of experience in strategic planning and complex problem-solving. Expert in Account management, cross-functional communication, and process improvements. Decisive leader ready to leverage background in program management to expand organizational success. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Program Manager
Pearson POLS Education Inc. (Boundless Learning)
Orlando, FL
09.2019 - Current
- Manage multiple university partnerships for Undergraduate and Graduate programs for Organizational Leadership, Business, Health Informatics, Engineering and Public Affairs to retain up to 80% of returner students
- Maintain accurate and complete student enrollment records in Salesforce as required by university governance and all laws, policies and administrative regulations and policies, to include keeping accurate information in the CRM
- Drive efficiency and standardization through operational processes with partnerships
- Execute high touch support of 300 student accounts on a semester basis to ensure success in student’s program of study until the graduate
- Foster connections for students with Scholarships, Career services and experiential learning opportunities prior to graduation
- Orchestrate semester welcome webinars and zoom meetings to enhance retention of new students during onboarding
- Conduct training sessions through teams and zoom webinar for new program managers to address academic partnership’s needs
- Meet and exceed student retention program metrics each term for KPI’s
- In-depth understanding of stakeholder requirements, including learners and customers, and works in partnership with them to identify desired outcomes
- Attend and Facilitate partner facing cross-functional meetings regarding communication and initiatives for the programs within the university, which has retained up to 40 % of stop outs within each semester.
- Communicated regularly with external partners to ensure alignment of strategies and goals.
- Assist in developing training materials for new hires involved in the program activities.
- Review customer feedbacks on a regular basis in order to identify potential areas of improvement in service delivery.
- Implement degree plans designed for individual's specific needs.
- Spearhead program management support for portfolio.
- Provide leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Analyze business performance data and forecasted business results for upper management.
Test Proctor
ETS (ACT and SAT)
Orlando, FL
09.2016 - Current
- Monitor testing center and help enforce time limits and compliance with other examination procedures
- Assist with examination procedures, discrepancies, and written exams
- Maintain student data tracking tools online and in person
- Document and report student behavior throughout testing administration
- Adhere to Company policies and additional trainings.
- Facilitate the distribution of testing materials to students in a timely manner.
- Report suspicious activity or violations of rules to supervisors immediately upon detection.
Behavior Therapist
Preston Behavioral Services
Orlando, FL
10.2018 - 09.2019
- Reviewed behavior plans, implemented strategies, and supported families in plan implementation and data collection
- Utilized evidence-based behavioral strategies, such as applied behavior analysis (ABA), to teach new skills and reduce problem behaviors
- Collaborated with interdisciplinary team members, including behavior analysts, speech therapists, and occupational therapists, to coordinate comprehensive treatment plans
- Maintained accurate and detailed records of client behavior, progress, and treatment outcomes
- Participated in team meetings, case conferences, and professional development opportunities to enhance clinical skills and knowledge.
- Taught and helped children develop new verbal, communication and social skills necessary for living healthy lifestyles.
Registered Behavior Technician
Florida Autism Center
Orlando, FL
08.2017 - 10.2018
- Reviewed behavior plans, implemented strategies, and supported families in plan implementation and data collection
- Utilized evidence-based behavioral strategies, such as applied behavior analysis (ABA), to teach new skills and reduce problem behaviors
- Collaborated with interdisciplinary team members, including behavior analysts, speech therapists, and occupational therapists, to coordinate comprehensive treatment plans
- Maintained accurate and detailed records of client behavior, progress, and treatment outcomes
- Participated in team meetings, case conferences, and professional development opportunities to enhance clinical skills and knowledge.
- Collected and analyzed data and monitored progress and efficacy of individualized treatment plans.
- Provided direct one-on-one instruction to children with autism in a variety of settings.
College Academic Support Mentor
AmeriCorps Heart of Florida United Way
Orlando, FL
07.2016 - 07.2017
- Facilitated SAT and ACT test preparation strategies on a weekly basis to ensure students' success
- Tutored and Mentored 11-12th grade students before and after school and provide resources for any college bound students
- Collaborated with teachers as teacher assistant to aid students with in classroom teaching and implement effective support strategies tailored to students' needs
- Demonstrated commitment to non-profit community service and youth development through participation in AmeriCorps program
- Implemented innovative approaches to engage students and foster a positive learning environment.
- Provided advice to mentees on career paths, job opportunities and educational options.
Resident Assistant
University of Central Florida
Orlando, FL
01.2014 - 01.2016
- Provided comprehensive support and guidance to a diverse community of residents within Tower 1 Fostered a welcoming and inclusive living environment by organizing community-building events, facilitating discussions, and promoting cultural awareness
- Enforced university policies and regulations to maintain safety and security within the residence hall, effectively resolving conflicts and addressing concerns
- Conducted regular check-ins with residents to assess their well-being and academic progress, offering resources and referrals as needed
- Managed administrative tasks such as maintaining records, completing incident reports, and coordinating room assignments and move-in/out processes
- Collaborated with fellow Resident Assistants and university staff to plan and execute educational programs on topics such as mental health, diversity, and student success.
Teacher Assistant
UCF Creative School for Children
Orlando, FL
01.2012 - 01.2016
- Supported lead teachers in implementing innovative and interactive lesson plans tailored to the developmental needs and interests of young learners
- Collaborated with teachers to develop and organize hands-on activities, arts and crafts projects, and educational games to enhance learning experiences
- Supervised and engaged students during free play, outdoor activities, and group projects, promoting social-emotional development and teamwork skills.
- Created meaningful projects that allowed students to apply their knowledge in real world situations.
- Prepared and maintained classroom environments appropriate for student learning and physical, social and emotional development.
Access Peer Mentor
Pegasus Program
UCF Academic Student Resources Center, Orlando
06.2013 - 08.2013
- Facilitated one-on-one sessions to help students develop academic skills, study strategies, time management techniques, and goal-setting abilities
- Mentored students in understanding and meeting the requirements of their conditional acceptance, including maintaining academic performance standards and fulfilling program obligations
- Collaborated with college advisors, faculty members, and support staff to address students' academic, personal, and social needs, advocating for their success and well-being
- Monitored students' progress and provided ongoing feedback and encouragement, celebrating achievements and assist with overcoming challenges.
Education
Bachelor of Science in Communications Sciences and Disorders -
University of Central Florida
Skills
- Facilitation on Cross Functional Teams
- Advance Proficiency in Microsoft Suite and Google Applications
- Program Management with Academic Partnerships
- Customer Relationship Management
- Exceptional communication & Critical Thinking
- Project Management
- Data Analysis
- Training and Development
- Attention to Detail
- Project Coordination
- Relationship Building
- Applied Behavior Analysis
- Client Relationship Development
- Behavioral Management
- Collaborative Teamwork
- One-on-one and small group instruction
- Progress Monitoring
- Student Engagement
- Volunteer Management
- Time Management
- Problem-solving aptitude
- Teamwork and Collaboration
- LMS Systems
- Central Reach
- Salesforce
- Microsoft Teams
- Prezi
Awards
- Recipient of the 2021 Raving Fan award for the quarter based on cross functional communication with partnerships.
- Recipient of Shining Star award every quarter from 2021-2023 for quality assurance level of communication with students through phone and email.
Certification
- How to Coach Certificate
- Customer Success Management Fundamentals LinkedIn Issue 5/2022
- Project Management skills for Leaders LinkedIn Issue 5/2022
- Speech Language Pathology Assistant License Expire 12/31/2019
References
References available upon request.
Timeline
Program Manager
Pearson POLS Education Inc. (Boundless Learning)
09.2019 - Current
Behavior Therapist
Preston Behavioral Services
10.2018 - 09.2019
Registered Behavior Technician
Florida Autism Center
08.2017 - 10.2018
Test Proctor
ETS (ACT and SAT)
09.2016 - Current
College Academic Support Mentor
AmeriCorps Heart of Florida United Way
07.2016 - 07.2017
Resident Assistant
University of Central Florida
01.2014 - 01.2016
Access Peer Mentor
Pegasus Program
06.2013 - 08.2013
Teacher Assistant
UCF Creative School for Children
01.2012 - 01.2016
Bachelor of Science in Communications Sciences and Disorders -
University of Central Florida
- How to Coach Certificate
- Customer Success Management Fundamentals LinkedIn Issue 5/2022
- Project Management skills for Leaders LinkedIn Issue 5/2022
- Speech Language Pathology Assistant License Expire 12/31/2019
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