Kristin Escobar
Taneytown,MD
Summary
Insightful Manager with experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices, market trends and regulatory requirements of industry operations. Talented leader with analytical approach to business planning and day-to-day problem-solving.
Overview
17
17
years of professional experience
Work History
Manager, Customer Onboarding Experience
Pearson Virtual Schools
2020.11 - Current
- Raised performance in areas of initial course placement, document review, and queue management by over 50%
- Applied customer feedback to develop process improvements and support long-term business needs.
- Evaluated report data to proactively adjust and enhance operations to expedite enrollment processes.
- Cross-trained existing employees to maximize team agility and performance and reduce headcount by 10%.
- Prepared and recommended long-range plans for development of department personnel.
- Improved operational planning and business frameworks to enhance resource utilization and reduce waste.
- Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals.
- Reviewed performance data to monitor and measure productivity, goal progress and activity levels.
- Compiled data highlighting key metrics to report information, determine trends, and identify methods for improving team results.
Director, Family Support Operations
Pearson Online & Blended Learning
2011.10 - 2020.12
- Delegated assignments based on plans, project needs and knowledge of individual team members.
- Monitored office workflow and administrative processes to keep operations running smoothly during COVID-19 pandemic and 200% increase in business.
- Analyzed business needs while soliciting customer feedback for process improvements.
- Established performance goals for each department and provided feedback on methods for reaching those milestones.
- Created annual budget and developed comprehensive plan to accomplish company objectives while staying within budget.
- Leveraged marketplace trends to create solutions and refine business strategies.
- Tasked to turn around low-growth operation by solidifying workflow processes, strengthening client relationships and improving communications supporting client advocacy.
Client Relations Specialist
TEKsystmes
2008.12 - 2011.09
- Used consultative sales approach to understand customer needs and recommend relevant offerings.
- Liaised with sales, marketing and management teams to develop solutions and accomplish shared objectives.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Logged call information and solutions provided into internal database.
- Provided accurate information about contractors, invoices, and account balances to build trusting relationships with Fortune 500 clients.
Assistant Director of Enrollment
Celebree School
2006.09 - 2009.12
- Represented school and supporting prospective or continuing students throughout enrollment process.
- Connected prospective families with government agencies and programs to assist in enrollment process.
- Helped team maintain targeted response times and accuracy guidelines for consistent support of enrolling students.
- Maintained appropriate waitlist volume to ensure classroom goals were consistently met.
- Collaborated with other departments to maintain positive application progression, student satisfaction and success.
- Assisted faculty and staff in duties such as teaching classes, conducting orientation programs, and conferences.
- Devised strategies to reduce expenses, modernize operations and revamp procedures to improve institution operations.
- Increased school registrations over 36% with improved promotional approaches, outreach strategies and parent engagement plans.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment and meet Maryland State Childcare Regulations.
Education
Business Process Improvement
Villanova University
Villanova, PA05.2023
Early Childhood Education
Towson University
Baltimore, MDSkills
- Active Listening
- Customer Traffic Management
- Customer Complaint Management
- Workflow Assessments
- Managing Operations and Efficiency
- Managing Customer Relationships
- Customer Database Management
- Customer Relationship Management (CRM) Software
- Employee Coaching and Motivation
- Performance Tracking and Evaluations
- Creative Thinking
- Customer Loyalty
Timeline
Manager, Customer Onboarding Experience
Pearson Virtual Schools
2020.11 - Current
Director, Family Support Operations
Pearson Online & Blended Learning
2011.10 - 2020.12
Client Relations Specialist
TEKsystmes
2008.12 - 2011.09
Assistant Director of Enrollment
Celebree School
2006.09 - 2009.12
Business Process Improvement
Villanova University
Early Childhood Education
Towson University
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