Misti Pickens
Columbia,South Carolina
Summary
Dynamic and results-driven professional with a proven track record in coordinating, implementing, and successfully executing projects. Demonstrated expertise in overseeing the complete project lifecycle, ensuring projects are delivered on time, and in alignment with organizational objectives. A quick learner and self-starter with a keen aptitude for mastering new technology. Known for creativity, flexibility, and unwavering reliability in navigating complex projects and customer service issues. Passionate about leveraging skills and experience to excel as a Customer service manager and program leader while providing excellent customer service and driving impactful initiatives forward.
Overview
5
5
years of professional experience
Work History
Instructor
Indtai, Inc.
08.2023 - Current
- Implement and adhere to clearly defined procedures, Standard Operating Procedures (SOP), and written directives
- Lead the coordination, implementation, and completion of Case Management projects, ensuring adherence to company strategy and client satisfaction
- Act as Project Lead for initiatives such as Project Leadership and, Creation and Implementation of the Instructor Guide Book
- Coordinate Professional Development /training sessions to include new hires and current employees
- Utilize the Government-provided program of instruction/curriculum, alongside current Army policies and program guidance
- Develop and implement supplemental study aids and instructor materials to enhance teaching effectiveness
- Conduct Basic Skills Education Program (BSEP) academic remediation, test preparation, and prerequisite studies for service schools and college classes using various instructional methods, including face-to-face and virtual
- Develop and implement Individualized Education Plans (IEP) tailored to meet the specific needs of each student, leveraging diagnostic tools such as the Test of Adult Basic Education (TABE)
- Maintain technology to ensure a clean, professional, and organized stored documents and learning environment.
Educational Counselor
Manufacturing Engineering Services INC
08.2022 - 08.2023
- Maintain Tuition Assistance files for annual review purposes.
- Process Tuition Assistance Authorizations forms.
- Advise military students and help resolve payment problems.
- Work with all branches of the military to complete proper invoicing for tuition.
- Monitor student attendance as well as submit final grades to their respective military branch.
- Serve as liaison between soldiers, Education Services Officers/Offices and University departments.
- Maintain a working knowledge of Federal, State, Military, and Institutional Policies governing Title IV student aid programs.
- Have a working knowledge of military tuition assistance policies and procedures.
- Reviews the aging report and customer balances
- Contacts the customer (via telephone/email) on past due balances
- Applies knowledge and understanding of individual customer accounts to efficiently and effectively handle account balance inquiries, resolve account problems, billing disputes, misapplied payments and other issues as needed to provide quality customer service
- Creates recommendations for review by the Military Financial Services Manager on the acceptance of payment plans, settlement amounts, partial payments, time extensions, and the writing-off of receivables.
- Maintain a working knowledge of Federal, State and Institutional Policies governing Title IV student aid programs
- Communicate with students via phone, email, etc. to answer inquiries on educational funding questions and concerns in a timely manner
- Provide excellent customer service to students, internal customers, and any authorized external parties on all incoming and outbound phone calls
- Participate in workgroup discussions with other departments to communicate student needs and identify issues for resolution
- Multitasks various aspects of the position while being able to prioritize daily work load to achieve account resolution goals as well as provide quality customer service.
Instructor Coordinator
Auntie Karen Foundation
08.2019 - 08.2022
- Lead the recruitment process for teachers, assessing candidates' suitability for rural educational environments
- Coordinate onboarding processes and match teachers with appropriate rural school districts based on expertise and community needs
- Collaborate with school administrators to align teacher assignments with district objectives and goals
- Develop and implement a comprehensive professional development program for teachers focusing on rural education strategies
- Facilitate workshops, training sessions, and mentorship programs to support teacher growth and improvement
- Establish a system for monitoring teacher performance and providing constructive feedback
- Organize community events to enhance connections between teachers, students, and local populations
- Maintain accurate records and prepare reports for organizational leadership and stakeholders.
Education
Master of Arts: Counseling -
Webster University
Columbia, SCBachelor of Science: Child and Family Development -
Benedict College
Columbia, SCSkills
- Multicultural Competence
- Customer-focused
- Problem-Solving
- Microsoft Outlook, Word, and Excel
- Customer Service
- Team Leadership
- Multitasking and Organization
- Critical Thinking
Degree
MA
Skillsandspecialprojects
- Instructor (AFQT, ASVAB, BSEP): Provides comprehensive instruction in Armed Forces Qualification Test (AFQT), Armed Services Vocational Aptitude Battery (ASVAB), and Basic Skills Education Program (BSEP) for the US Military, ensuring service members were well-prepared for academic success.
- Counselor (Educational): Offers guidance and support as an educational counselor within the US Military, assisting service members and their families in navigating educational opportunities and resources to advance their careers and personal development.
- Project Coordinator for Education Week and Graduation: Spearheaded the coordination of Education Week and Graduation ceremonies within the US Military, ensuring seamless execution and meaningful engagement of participants.
- Project Coordinator for Army Ignited Lab: Managed the coordination and operations of the Army Ignited Lab project, facilitating innovation and collaboration among military personnel.
- Coordinator for The Dakota Dance Project annual performance and fundraiser: Orchestrated the annual performance and fundraising event for The Dakota Dance Project, overseeing logistics, marketing, and participant coordination to ensure the success of the event.
- Coordinator for the Bridging the Gap Program: Led the coordination efforts for the Bridging the Gap Program, fostering connections and collaboration between diverse groups to promote, education, culture, understanding and unity.
- Recruitment and Onboarding: Managed recruitment processes and onboarding initiatives, ensuring seamless transitions and effective integration of new team members into organizational culture and workflows.
Timeline
Instructor
Indtai, Inc.
08.2023 - Current
Educational Counselor
Manufacturing Engineering Services INC
08.2022 - 08.2023
Instructor Coordinator
Auntie Karen Foundation
08.2019 - 08.2022
Master of Arts: Counseling -
Webster University
Bachelor of Science: Child and Family Development -
Benedict College