Patrina Yang
Chandler,Arizona
Summary
Results driven professional with over 17+ years of experience in sales, operations, and customer success, 10+ years leading and managing teams, seeking a challenging role to contribute expertise in facilitating smooth and productive operations. Adept at collaborating cross-functionally across organizational levels, with a focus on building partnerships, tracking benchmark achievement, and effectively troubleshooting issues. Eager to bring strategic insights and leadership to an environment that values innovation, excellence, and concierge-level customer service.
Overview
16
16
years of professional experience
Work History
IT Product Manager, Policy and Governance, CyberSecurity
Arizona State University
Tempe, AZ
12.2021 - Current
- Establish and support the creation of robust processes, systems and tools to create an optimized IT policy and standards framework while working with a wide variety of stakeholders to ensure policies are effectively established, maintained, reviewed and approved
- Developed and interpreted IT goals, ASU IT policies, and procedures with the cross-collaborative enterprise
- Conducted market research and competitive analysis for existing and potential policies
- Drafted presentations for internal review meetings and external events such as design sessions
- Participated in design reviews to ensure usability standards are being met throughout the policy development and review cycle
- Worked closely with engineering teams to ensure feature specifications are understood and implemented correctly
- Direct daily operations of governance work that support compliance with HIPAA, GLBA, GDPR and other regulatory standards, analyzing workflow, establishing priorities, developing policy and standards, and setting deadlines with appropriate unit leads were my responsibilities
- Collaborate with department heads, managers, supervisors, and others, to solicit cooperation and resolve problems
- Responsible for helping on-board the newly acquired IT team from the Bermuda Institute of Ocean Sciences (BIOS) whilst reviewing project plans to plan and coordinate project activity
Director, Admission and Student Financial Services
W. P. Carey School of Business
Tempe, AZ
12.2019 - 12.2021
- Comprehensive oversight of the admission process for all business graduate programs, including 2 thousand applications submitted annually, and financial services within the W. P. Carey School of Business Graduate Programs
- Recruited, trained, supervised, evaluated and mentored staff members
- Collaborated with senior leadership to set long-term objectives for the company
- Recruited, trained, supervised, evaluated and mentored staff members
- Conducted regular meetings with department heads to review progress on strategic initiatives
- Reviewed internal reports and identified areas of risk or potential cost savings
- Created detailed plans outlining timelines, goals, budgets, staffing needs and other requirements for projects
- Developed and implemented comprehensive strategies to improve operational processes and organizational efficiency.
- Conducted regular meetings with department heads to review progress on strategic initiatives
- Analyzed customer feedback data to identify trends in product performance or customer service issues
- Responsible for orchestrating seamless and efficient admission operations of the team I led from application to post-decision rendering communication
- Developed and implemented admission policies, overseeing admission strategies, and ensuring compliance with university and ABOR standards
- In Student Financial Services, managed complex budgets including an annual $7 million scholarship budget, collaborated on scholarship committees, and provided strategic direction for financial aid programs
- Responsibilities extended to negotiating and managing agreements with partner institutions (domestic and international), conducting financial analysis, and streamlining processes to enhance overall efficiency
- Commitment to fostering a positive and inclusive student experience is reflected in my involvement in various interdepartmental meetings, trade conferences, and collaborative efforts with teams such as Business Intelligence, Student Financial Services, and Recruitment
- Collaborated with senior leadership to set long-term objectives for the company
- Adept at analyzing and completing ranking surveys for reputed publications, ensuring the university's standing is accurately represented
Associate Director, Graduate Admission and Student Financial Services
W. P. Carey School of Business
Tempe, AZ
02.2014 - 12.2019
- Drive the admission process for all business graduate programs and financial services within the W. P. Carey School of Business Graduate Programs
- Engaged in planning, organizing, and directing day-to-day admission operations
- Oversaw day-to-day operations of the organization including personnel management, admission management and implementation.
- Contribute to the development, implementation, and evaluation of admission policies and procedures
- Coordinated with other departments to ensure successful completion of projects within established timelines and budgets.
- Provided guidance and support to staff in order to maximize their performance
- Identified opportunities for improvement in processes, procedures, systems and services
- Actively participate in the recruitment process, collaborating with various departments to provide comprehensive support including conducting interviews of candidates
- Effective collaboration with internal teams, such as Business Intelligence, Marketing, and Student Financial Services, to streamline processes and enhance overall operational efficiency
- Actively contributed to interdepartmental meetings, trade conferences, and training sessions, reflecting my commitment to delivering a student-focused and inclusive university experience
- Analyzed data collected from various sources in order to identify trends or areas requiring further investigation or action
- Maintained positive relationships with stakeholders by responding promptly to inquiries, requests and complaints.
International Undergrad Admissions Specialist
Arizona State University
Tempe, AZ
06.2013 - 02.2014
- Responsibilities encompassed serving as a hybrid recruiter for international undergraduate admissions, managing the admissions process, and acting as a conduit between different university programs
- Conducted initial interviews with prospective students and families to determine eligibility for admission.
- Created and maintained student files, including all necessary documentation for each applicant.
- Reviewed applications, transcripts, test scores and other materials to assess student qualifications
- Organized admissions events such as open houses, campus tours and information sessions
- Assisted in developing recruitment strategies to attract qualified applicants
- Researched new trends in higher education enrollment management
- Maintained accurate records of all communications with prospective students
- Participated in online webinars and virtual meetings to promote the school's programs
- Evaluated academic credentials of international applicants according to established guidelines
- Compiled data related to admissions activities for reporting purposes
- Managed 3 student workers for student application management
- Adept at providing detailed informational presentations to both international and domestic prospective students, outlining the university's mission, values, and admission procedures
- In collaboration with various university departments, supported the coordination of programs such as the American English and Culture Program (AECP), ensuring a smooth integration for students
- Actively participated in on and off-campus recruitment events, including education recruitment fairs, to attract a diverse pool of prospective international applicants
- Addressing inquiries from prospective students, providing support throughout the admission process, and contributing to the overall success of the international undergraduate admissions office
- Processed applications using specialized software systems designed for this purpose
- Coordinated admissions efficiently by communicating with internal departments and external organizations to obtain records and transfer documentation
Doctoral Enrollment Manager
University of Phoenix
Tempe, AZ
12.2007 - 12.2012
- Led and managed a team of 13 enrollment advisors, providing strategic direction, and coaching to ensure a concierge-level of customer service
- Adept at interpreting and analyzing weekly enrollment reports, using data-driven insights to guide decision-making and achieve admission targets
- Developed and implemented strategies to increase student retention rates
- Managed the recruitment of potential students through marketing campaigns
- Provided guidance to prospective students on admissions requirements, policies, procedures, and deadlines
- Collaborated with other departments to ensure efficient operations in the enrollment process
- Maintained accurate records of all enrolled students in the database system
- Prepared reports on enrollment trends, program performance metrics, and student feedback data
- Advised international applicants on visa requirements and application procedures
- Reviewed transcripts from transfer applicants prior to acceptance into the institution
- Conversed with people from different cultures daily, providing high level of respect and patience with each interaction
- Continuous collaboration with senior leadership to align enrollment strategies with the overall objectives of the doctoral campus
- Actively contribute to on and off-campus recruitment and retention efforts, participating in events to increase student awareness and promote the university's doctoral programs
- Prior to this role, I was the senior international enrollment counselor and team lead 2003-2007.
Education
Agile Project Management Certificate -
Arizona State University
04.2022
Master of Education in Higher and Postsecondary Education (MED) -
Arizona State University
05.2016
Bachelor of Science in Management -
University of Phoenix
05.2011
Master of Science in Information Systems Management (MSISM) -
Arizona State University
Skills
- Peoplesoft
- Salesforce
- ServiceNow
- Jira
- Tableau
- Slack
- Anaconda Spyder
- International Partnerships
- Lean Six Sigma Yellow Belt
- Microsoft Office Suite
- Project planning and development
- Policy management
- Data analysis
- Database management
- Strategic Collaboration
- Customer Service and Relationship Management
- Competitive Analysis
- User and UX Research
- Staff Management
- Data-driven decision-making
- Documentation Management
References
References available upon request.
Timeline
IT Product Manager, Policy and Governance, CyberSecurity
Arizona State University
12.2021 - Current
Director, Admission and Student Financial Services
W. P. Carey School of Business
12.2019 - 12.2021
Associate Director, Graduate Admission and Student Financial Services
W. P. Carey School of Business
02.2014 - 12.2019
International Undergrad Admissions Specialist
Arizona State University
06.2013 - 02.2014
Doctoral Enrollment Manager
University of Phoenix
12.2007 - 12.2012
Agile Project Management Certificate -
Arizona State University
Master of Education in Higher and Postsecondary Education (MED) -
Arizona State University
Bachelor of Science in Management -
University of Phoenix
Master of Science in Information Systems Management (MSISM) -
Arizona State University
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