Raina S. Cappetta
Middlesex
Summary
Dynamic Senior Quality Assurance Specialist with a proven track record at Collegis Education, enhancing student retention and enrollment through data-driven strategies and AI tools. Expert in quality assurance metrics and critical thinking, I've led teams to improve processes and mentor new members, significantly boosting efficiency and satisfaction.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Senior Quality Assurance Specialist 2
Collegis Education
Remote
04.2023 - Current
- Analyze retention data, university programs, courses, and AI-driven student engagement strategies.
- Conduct quality assurance assessments to improve enrollment coaching effectiveness
- Develop training materials, and mentor new team members.
- Senior Quality Assurance Specialist (Promotion from Enrollment Coach)
- Monitored and improved enrollment processes to enhance student retention and satisfaction.
- Provided data-driven insights to optimize university enrollment strategies
- Assisted in developing best practices for the new ASU contract.
- Analyzed production processes and product specifications to establish quality and reliability standards.
- Prepared and presented detailed reports on quality metrics, trends, and improvement initiatives to management.
- Worked with Director of Education to actualize retention strategies designed to maintain student attendance and enrollment.
Enrollment Specialist
Collegis Education
DeKalb
02.2022 - 04.2023
- Resolved student inquiries regarding registration and enrollment processes.
- Created and maintained student files, including all necessary documentation for each applicant.
- Provided student support throughout admissions process to resolve inquiries.
- Advised students on college requirements and application procedures.
Full-Time Customer Experience Manager
Michaels Stores
Dekalb
01.2021 - 01.2022
- Improved customer interactions and satisfaction
- Led new hire onboarding, training, and team leadership initiatives
- Managed payroll and employee scheduling
- Developed key performance indicators used to measure success in achieving high levels of customer satisfaction.
- Trained and mentored customer service staff in best practices and company standards.
Full-Time Assistant Store Manager
Francesca’s Collections
Multiple
01.2019 - 12.2020
- Led and motivated the team to drive customer service and sales performance.
- Maintained visual and operational store standards.
- Handled scheduling for store shifts to achieve adequate staffing.
- Maintained inventory by checking merchandise to determine levels.
- Implemented strategic marketing initiatives to drive revenue growth across multiple channels.
Volunteer Student Recruitment Assistant
Vance-Granville Community College
Louisburg
09.2015 - 12.2018
- Assisted in community events to foster student interest in the college
- Managed front-office tasks, including organizing files and answering phones
- Supported recruitment with resume screening, interview scheduling and candidate job offers.
- Utilized various sourcing techniques, including social media, job boards, and networking events, to attract top talent.
Education
Master of Arts - Public Administration
Arizona State Univeristy
Tempe, AZ05-2027
Bachelor of Arts - Art History & Business Administration
University of North Carolina at Wilmington
12.2018
Skills
- Quality assurance metrics
- Salesforce Metrics and Reporting
- MS office
- Payroll records maintenance
- Candidate prescreening and interviewing
- Interaction Analytics (AI Tools)
- Critical Thinking and Efficiency
Communication And Leadership
Honors Thesis, 12/01/18, to be published in UNCW Archeology Magazine, Owner of an online art printing business., President, National Arts Honor Society, Editor, Yearbook, Art History Club Member, Beta Tester, Blizzard Entertainment, Wolf Rescue, Skywatch Bird Rescue, Michaels Cares, Altar’d State Give Back Program
Certification
- Completed the Edplus Emerging Supervisor Pathway program - gaines 1 year of management experience (Aug 2024)
- Lean Six Sigma ( Green Belt) - In progress ( Completing the 40 week course via James Madison Univeristy )
Timeline
Senior Quality Assurance Specialist 2
Collegis Education
04.2023 - Current
Enrollment Specialist
Collegis Education
02.2022 - 04.2023
Full-Time Customer Experience Manager
Michaels Stores
01.2021 - 01.2022
Full-Time Assistant Store Manager
Francesca’s Collections
01.2019 - 12.2020
Volunteer Student Recruitment Assistant
Vance-Granville Community College
09.2015 - 12.2018
- Completed the Edplus Emerging Supervisor Pathway program - gaines 1 year of management experience (Aug 2024)
- Lean Six Sigma ( Green Belt) - In progress ( Completing the 40 week course via James Madison Univeristy )
Master of Arts - Public Administration
Arizona State Univeristy
Bachelor of Arts - Art History & Business Administration
University of North Carolina at Wilmington
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