Summary
Overview
Work History
Education
Skills
Timeline
Generic

Margaret Marshall

Wilmington,NC

Summary

Sales and operations leader with 15+ years of experience in enrollment advising, customer retention, escalation management, and team leadership within high-volume environments. Proven record of exceeding enrollment targets, resolving complex customer issues, and supporting organizational growth through hiring, onboarding, and staff development initiatives.

Overview

14
14
years of professional experience
8
8
years of post-secondary education

Work History

Sales Leadership | Concerns Resolution Supervisor

Institute of Reading Development
2022.02 - 2025.08
  • Oversaw enrollment advising for families seeking academic support programs while managing escalated service and refund concerns.
  • Trusted with Super Admin system access to manage enrollments, troubleshoot issues, and support advisor performance.
  • Successfully de-escalated high-risk situations while protecting revenue and customer relationships.
  • Trained staff on effective communication and problem-solving strategies.
  • Provided guidance, direction and support to team members in resolving complex customer issues.

University Outreach Representative

Institute of Reading Development
2020.10 - 2025.05
  • Worked directly with universities, school districts, and public and private schools nationwide to secure outreach approvals.
  • Coordinated program distribution across thousands of K-12 institutions and was selected annually for this competitive role based on consistent performance.

Hiring & Onboarding Lead

Institute of Reading Development
2024.01 - 2025.04
  • Led applicant screening, interviewing, hiring recommendations, and onboarding for enrollment and advising roles.
  • Trained new hires on systems, workflows, and performance expectations, improving ramp-up time and early retention.

Program Advisor

Institute of Reading Development
2020.03 - 2022.10
  • Provided consultative enrollment advising to families, consistently ranking among top performers and retained for advanced projects based on results.

Owner/Interior Designer

Margaret & Co Designs
2012.01 - 2020.01
  • Founded and operated a full-service interior design firm, managing client consultations, project planning, budgets, vendors, contracts, and timelines while building a referral-based client portfolio.

Education

Bachelor of Arts - Interior Design & Architecture

Randolph-Macon College
2006.08 - 2010.05

Bachelor of Arts - Business Administration

Randolph-Macon College
2006.08 - 2010.05

Skills

  • Enrollment Sales & Advising
  • Hiring & Onboarding
  • Customer Retention & De-escalation
  • Staff Training & Performance Support
  • CRM & Enrollment Systems
  • University, School & District Outreach
  • Refund Negotiation
  • Technical Troubleshooting

Timeline

Hiring & Onboarding Lead

Institute of Reading Development
2024.01 - 2025.04

Sales Leadership | Concerns Resolution Supervisor

Institute of Reading Development
2022.02 - 2025.08

University Outreach Representative

Institute of Reading Development
2020.10 - 2025.05

Program Advisor

Institute of Reading Development
2020.03 - 2022.10

Owner/Interior Designer

Margaret & Co Designs
2012.01 - 2020.01

Bachelor of Arts - Interior Design & Architecture

Randolph-Macon College
2006.08 - 2010.05

Bachelor of Arts - Business Administration

Randolph-Macon College
2006.08 - 2010.05
Margaret Marshall