MORGAN VACA

I achieved level II Advisor at my one-year mark in the role. Also a finalist for the 2023 SNHU Excellence
in Student Support award with over 25+ nominations. Received over 100 nominations from employees
to serve as an active member of the Advisory Council. An active member of the Core Values Committee.
Also a mentor in the Academic Advising Mentorship program for newly hired Advisors.

• Oversee and manage 250+ students per eight-week academic term
• Achieve term-by-term registration goals
• Schedule and assist facilitation for weekly Advisory Council meetings
• Consistently meeting student engagement communication percentage
• Facilitate new hire 1:1 trainings within my team to discuss KPIs, persistence, and success strategies

Achieved being in the top 10% of counselors for saving students money by completing loan decreases
on their student loans. Top 15% for most calls made in the department weekly. Regularly in the top 10%
for emails/SMS/and live chats completed for the department. Consistently in the top 10% for highest
availability to students.

• Facilitated financial break-downs of accounts in regard to balance, borrowing history, and grants
• Partnered in cross-department strategies to provide one-call resolution for students
• Achieved monthly KPI goals for calls, emails, SMS, live chat
• Served as a new hire mentor for Finance Counselors and facilitated live shadows

Managed the administrative duties for 20+ starter companies. The companies ranged from retail,
medical, law, and hospitality. I achieved being in the top 15% for customer satisfaction, top 10% for
business retention, and top 10% for most emails/call taken.

• Operated and managed 20+ company schedules, voicemails, email inboxes, and requests
• Achieved 0% missed calls for each company during their office hours for six months straight
• Handled all personal and professional bookings for business owners
• Facilitated conference calls between customers and business owners for seamless customer
  experience

Number one associate in credit card applications for 6+ months, 2nd highest scan rate for items, and
the highest customer service satisfaction rating for 7 months consecutively. Facilitated training for front-end new hires for their first 90 days on the sales floor.

• Provided excellent customer service to customers by being the number one rated store in our region
for the fiscal year

• Achieved number two in sales in the region for the fiscal year by having a two-minute line queue wait
time

• Served as a liaison for monthly meetings to discuss inter-department communication strategies