Mary Ann Appell

As a dedicated Quality Assurance Coach and Trainer, I am passionate about empowering teams to deliver exceptional student experiences and outcomes. My expertise lies in coaching and supporting both Admissions Counselors and Admissions Managers.

I strive to drive impactful results through a combination of strategic guidance, empathetic coaching, and a commitment to quality, ultimately contributing to the success of both the institution and its students.

My role as a QA Coach included:

• Observation and evaluation of recorded calls, and coaching of Admissions Counselors on those conversations.
• Coaching of newly onboarded Admissions Counselors for 2 weeks post formal training to ensure they start their role successfully. By doing so, they were successful with moving prospective students through the pipeline and ultimately to enrollment.
• Facilitation of calibration sessions with groups of admissions counselors.
• Completion of various QA projects for the VP of Admissions.

Kaplan University was a startup when I joined them as the fourteenth Admissions Advisor. After one year as a successful Admissions Advisor, I was promoted to Training Specialist. I trained thousands of admissions advisors at various locations around the United States until I left in 2015.

In this role I:

• Facilitated a 3-week New Hire Onboarding Training on a monthly basis for classes of 30-50 individuals.
• Provided ongoing coaching and mentoring to help Admissions Advisors improve their skill sets.
• Developed both a coaching and mentoring program for Admissions Advisors.
• Developed a coaching program for Admissions Managers.