Michelle Hampton
Ewing Township,NJ
Summary
Strategic Director known for high productivity and efficient task completion. Specialize in operational strategy, team leadership, and financial oversight. Excel in communication, problem-solving, and adaptability, ensuring effective team collaboration and project success.
Overview
39
39
years of professional experience
Work History
Director, Institutional Relations, TOEFL
Educational Testing Service, ETS
Princeton, NJ
11.2021 - 09.2024
- Served as a public spokesperson at industry events or conferences.
- Prepared presentations for board meetings summarizing key developments within the company.
- Facilitated collaboration between teams by encouraging open communication channels.
- Coordinated activities with other departments to expedite work and improve collaboration.
- Coordinated with regulatory bodies to ensure compliance with laws and standards.
- Managed crisis situations to minimize impact on operations and reputation.
- Monitored industry trends to identify opportunities for expansion and innovation.
- Managed budgeting and financial planning processes for the organization.
- Recruited, trained, supervised, evaluated and mentored staff members.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
Director, TOEFL Client Relations
ETS
Princeton, NJ
04.2015 - 11.2021
- Recruited, trained, supervised, evaluated and mentored staff members.
- Managed budgeting and financial planning processes for the organization.
- Identified opportunities for improvement in operational performance metrics.
- Developed policies and procedures to ensure compliance with corporate standards.
- Created detailed plans outlining timelines, goals, budgets, staffing needs and other requirements for projects.
- Monitored market conditions and competitor activities to inform business decisions.
- Served as a public spokesperson at industry events or conferences.
- Prepared presentations for board meetings summarizing key developments within the company.
- Assessed employee performance against established benchmarks or targets.
- Implemented systems for tracking progress on key initiatives or projects.
- Cultivated strong relationships with customers by responding promptly to inquiries or complaints.
- Facilitated collaboration between teams by encouraging open communication channels.
- Partnered with staff to create professional development plans to support personal and business growth.
- Coordinated activities with other departments to expedite work and improve collaboration.
- Coordinated with regulatory bodies to ensure compliance with laws and standards.
- Monitored industry trends to identify opportunities for expansion and innovation.
- Managed crisis situations to minimize impact on operations and reputation.
- Established performance metrics and evaluated staff to promote continuous improvement.
- Led change management efforts to adapt to market shifts and organizational needs.
- Delegated work to staff, setting priorities and goals.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
- Formed and sustained strategic relationships with clients.
Associate Director, TOEFL Client Relations
ETS
Princeton, NJ
10.2007 - 04.2015
- Coordinated with other departments to ensure successful completion of projects within established timelines and budgets.
- Ensured compliance with all applicable laws, regulations and policies related to the organization's operations.
- Identified opportunities for improvement in processes, procedures, systems and services.
- Created effective communication channels between different departments in order to facilitate collaboration.
- Developed training programs for existing staff members as well as new hires.
- Actively participated in external events such as conferences and seminars related to the company's field of activity.
- Participated in staff meetings, working groups or task forces to implement strategic initiatives.
- Maintained positive relationships with vendors and external partners to support business resilience efforts.
- Engaged in ongoing professional development by attending seminars or conferences.
- Developed team atmosphere to drive supportive and productive work environment.
- Met with stakeholders to address issues and implement solutions.
- Assisted in the coordination of special events and corporate functions.
- Supervised junior staff, providing guidance and professional development opportunities.
- Provided support in the recruitment and training of new staff members.
- Monitored industry trends to recommend actionable strategies.
- Developed and maintained relationships with external partners and vendors.
- Prepared reports and presentations for executive leadership review.
- Implemented customer service initiatives to improve client satisfaction.
- Assisted in developing and implementing strategic plans to achieve organizational goals.
- Implemented process improvements to increase efficiency and effectiveness.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Produced thorough, accurate and timely reports of project activities.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Resolved customer inquiries and complaints requiring management-level escalation.
TOEFL Channel Specialist
ETS
Princeton, NJ
06.2005 - 10.2007
- Researched and analyzed customer feedback to identify areas of improvement.
- Coordinated with other departments to ensure efficient workflow processes.
- Provided technical support for customers in resolving complex issues.
- Assisted in developing strategies to increase customer satisfaction levels.
- Participated in ongoing training and compliance activities.
- Identified needs of customers promptly and efficiently.
- Maintained positive working relationship with fellow staff and management.
- Utilized document management system to organize company files, keeping up-to-date and easily accessible data.
Client Advocate, College Board Programs
ETS
Princeton, NJ
01.2004 - 06.2005
- Deescalated client service complaints and facilitated optimal resolutions.
- Assisted clients with navigating company policies, procedures and processes.
- Collaborated with internal departments to ensure timely delivery of services to customers.
- Created detailed reports outlining customer interactions, account changes and other related data.
- Conducted follow-up calls with clients to ensure satisfaction with services provided.
- Researched complex issues to identify root causes and develop appropriate resolutions.
- Analyzed customer feedback to identify areas for improvement within the organization's operations.
- Monitored progress on customer requests and provided status updates as needed.
- Drafted letters, emails, memos and other correspondence regarding client matters.
- Updated customer profiles in database systems based on recent interactions or changes.
- Answered questions and responded to inquiries to deliver high level of service to patients.
Test Expert, College Board Programs
ETS
Princeton, NJ
04.2003 - 01.2004
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Assisted with customer requests and answered questions to improve satisfaction.
- Maintained updated knowledge through continuing education and advanced training.
Associate Director of Admissions
Pennsylvania Institute Of Technology
Media, PA
06.2001 - 04.2003
- Developed and implemented recruitment strategies to increase the number of applicants.
- Organized and conducted campus tours for prospective students and their families.
- Reviewed applications, transcripts, essays, test scores and other documents to evaluate student qualifications.
- Conducted interviews with potential students to assess academic qualifications.
- Coordinated activities at college fairs, high school visits and other events to promote the university's programs.
- Analyzed data related to admissions trends, demographics and enrollment numbers for strategic planning purposes.
- Maintained relationships with local high schools counselors in order to stay informed about relevant trends in the education system.
- Assisted with orientation sessions for new incoming students by providing information on registration procedures and resources available on campus.
- Created reports summarizing application statistics such as acceptance rates, yield rates and enrollment numbers.
- Resolved any issues that arose during the admissions process in an efficient manner.
- Ensured compliance with federal regulations regarding non-discrimination in admissions processes.
- Mobilized communication with other departments in support of enrollment and organized admissions events, registration, information sessions and classroom shadowing.
Associate Director of Admissions
Rider University
Lawrenceville, NJ
06.1997 - 06.2001
- Developed and implemented recruitment strategies to increase the number of applicants.
- Reviewed applications, transcripts, essays, test scores and other documents to evaluate student qualifications.
- Conducted interviews with potential students to assess academic qualifications.
- Collaborated with faculty members to discuss admissions decisions and make recommendations on student acceptance or denial.
- Coordinated activities at college fairs, high school visits and other events to promote the university's programs.
- Analyzed data related to admissions trends, demographics and enrollment numbers for strategic planning purposes.
- Managed a team of admission representatives responsible for recruiting efforts across multiple states.
- Attended conferences related to higher education admissions practices in order to stay up-to-date on best practices.
- Maintained relationships with local high schools counselors in order to stay informed about relevant trends in the education system.
- Participated in alumni events aimed at building relationships between current students and graduates.
- Resolved any issues that arose during the admissions process in an efficient manner.
- Ensured compliance with federal regulations regarding non-discrimination in admissions processes.
- Provided support services for special needs applicants throughout the entire admission process.
- Coordinated application processing and fielded inquiries from potential students.
- Mobilized communication with other departments in support of enrollment and organized admissions events, registration, information sessions and classroom shadowing.
- Orchestrated and maintained active communication system with prospective students, parents, and high school and community college counselors and attained enrollment goals.
Director, College Counseling
Wardlaw-Hartridge School
Edison, NJ
06.1995 - 06.1997
- Developed and implemented comprehensive strategies to facilitate the college admission and financial aid processes for students and parents.
- Devised and executed an admission application curriculum for juniors and seniors.
- Directed the college counseling office's daily operations, ensuring compliance with applicable laws and regulations.
- Collaborated with senior school leadership to set long-term objectives for the institution.
- Managed and scheduled all national scholarship, advanced placement and admissions testing.
- Analyzed college application and scholarship data to identify trends and long-term performance data.
- Monitored admissions and financial aid policies of the U.S. colleges and universities.
- Visited colleges and universities to establish and maintain productive relationships with enrollment personnel.
- Facilitated collaboration between administration, faculty and staff by encouraging open communication channels.
Associate Director of Admissions
Catawba College
Salisbury, NC
07.1991 - 06.1995
- Developed and implemented recruitment strategies to increase the number of applicants.
- Organized and conducted campus tours for prospective students and their families.
- Reviewed applications, transcripts, essays, test scores and other documents to evaluate student qualifications.
- Conducted interviews with potential students to assess academic qualifications.
- Oversaw the development of marketing materials such as brochures, flyers, websites and newsletters for recruiting purposes.
- Coordinated activities at college fairs, high school visits and other events to promote the university's programs.
- Managed a team of admission representatives responsible for recruiting efforts across multiple states.
- Created reports summarizing application statistics such as acceptance rates, yield rates and enrollment numbers.
- Attended conferences related to higher education admissions practices in order to stay up-to-date on best practices.
- Maintained relationships with local high schools counselors in order to stay informed about relevant trends in the education system.
- Assisted with orientation sessions for new incoming students by providing information on registration procedures and resources available on campus.
- Participated in alumni events aimed at building relationships between current students and graduates.
- Resolved any issues that arose during the admissions process in an efficient manner.
- Ensured compliance with federal regulations regarding non-discrimination in admissions processes.
- Mobilized communication with other departments in support of enrollment and organized admissions events, registration, information sessions and classroom shadowing.
- Cultivated partnerships with area organizations and businesses to maintain steady stream of new applicants.
Assistant Director of Admissions
Drew University
Madison, NJ
05.1987 - 06.1991
- Assisted in the development and implementation of admissions strategies to meet enrollment goals.
- Developed and implemented recruitment plans for prospective students, including visits to high schools and college fairs.
- Conducted interviews with applicants and their families, providing guidance on admission requirements.
- Analyzed applicant credentials such as transcripts, references, test scores, essays, and extracurricular activities.
- Managed communications with applicants throughout the admissions process.
- Provided feedback to faculty committees on applications for admission.
- Collaborated with other departments to ensure that all deadlines were met for each applicant cycle.
- Organized events such as open houses and orientation programs for admitted students.
- Researched best practices in higher education admissions processes.
- Utilized data analytics tools to monitor student application trends and identify potential areas of improvement in the admissions process.
- Maintained accurate records of all incoming applications using a database system.
- Responded promptly to inquiries from prospective students or parents regarding admission procedures or policies.
- Participated in outreach activities designed to increase awareness of the school's offerings.
- Reviewed course transfer credits from other institutions prior to making an admissions decision.
- Attended conferences or workshops related to college admissions practices.
- Coordinated application processing and fielded inquiries from potential students.
- Recruited many students per year for various degree and certification programs.
- Prepared reports using academic or institutional data and information.
- Participated in state and national events, developing partnerships with industry to increase university profile.
Manager
Overland Trading Company
Burlington And Short Hills, NJ
06.1985 - 05.1987
- Developed and maintained store policies and procedures.
- Monitored store performance metrics, including sales, profitability and customer service ratings.
- Supervised daily operations of the retail store, including staff scheduling, inventory management and customer service.
- Performed regular audits to ensure compliance with company standards.
- Recruited, trained and managed a team of 20+ employees.
- Established weekly and monthly goals for sales staff to achieve desired results.
- Coordinated stock replenishment processes as needed based on sales trends.
- Analyzed financial data to identify areas of improvement or cost savings opportunities.
- Resolved customer complaints in a timely manner to maintain positive relationships with customers.
- Initiated new product training sessions for employees to improve product knowledge.
- Organized merchandise displays according to seasonal promotions or special events.
- Ensured all safety protocols were followed at all times by staff members.
- Conducted regular inventory counts throughout the year to maintain accurate records.
- Built and maintained strong working relationships with team members.
- Organized and updated schedules to optimize coverage for expected customer demands.
- Executed merchandising strategies to support store sales growth.
- Prepared and submitted nightly bank deposits.
- Led employee performance evaluations and rewarded top performers to retain quality personnel.
Education
Bachelor of Arts - Psychology
Drew University
Madison, NJ05-1985
Skills
- Government relations
- Crisis management
- Stakeholder engagement
- Team management
- Staff development
- Verbal and written communication
- Multitasking and organization
Timeline
Director, Institutional Relations, TOEFL
Educational Testing Service, ETS
11.2021 - 09.2024
Director, TOEFL Client Relations
ETS
04.2015 - 11.2021
Associate Director, TOEFL Client Relations
ETS
10.2007 - 04.2015
TOEFL Channel Specialist
ETS
06.2005 - 10.2007
Client Advocate, College Board Programs
ETS
01.2004 - 06.2005
Test Expert, College Board Programs
ETS
04.2003 - 01.2004
Associate Director of Admissions
Pennsylvania Institute Of Technology
06.2001 - 04.2003
Associate Director of Admissions
Rider University
06.1997 - 06.2001
Director, College Counseling
Wardlaw-Hartridge School
06.1995 - 06.1997
Associate Director of Admissions
Catawba College
07.1991 - 06.1995
Assistant Director of Admissions
Drew University
05.1987 - 06.1991
Manager
Overland Trading Company
06.1985 - 05.1987
Bachelor of Arts - Psychology
Drew University
Similar Profiles
Tameka WorthyTameka Worthy
Product Operations Associate at Educational Testing Service, ETSProduct Operations Associate at Educational Testing Service, ETS
Kimi GlaabKimi Glaab
IT Portfolio & Resource Manager / IT Service Consultant Sr. at Educational Testing Service, ETSIT Portfolio & Resource Manager / IT Service Consultant Sr. at Educational Testing Service, ETS
Charles MonkCharles Monk
Senior Customer Service Representative at Educational Testing Service, ETSSenior Customer Service Representative at Educational Testing Service, ETS
Marianne GorczMarianne Gorcz
Executive Director at Educational Testing Service, ETSExecutive Director at Educational Testing Service, ETS
Jacob ElamJacob Elam
IT Intern at Harold Beck & SonsIT Intern at Harold Beck & Sons