Sharyl Norman
Parker,CO
Summary
Established reputation for exceeding expectations, while successfully completing projects on time and within budget. Proven skills in assessing and overcoming complex obstacles and managing projects from conception through implementation.
Strong skill and aptitude in strategic planning, process improvement, implementation, technology management, leadership, resource planning and client relations. Successful in leading and managing people, identifying true needs, coordinating, training, planning and implementing solutions that improve efficiency and reduce costs. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills.
Overview
47
47
years of professional experience
Work History
Student Operations Manager
ThriveDX, Formerly HackerUSA
03.2019 - 05.2023
- Responsible for designing 3 different presentations for new students entering bootcamp.
- Welcomed them into class with presentations of what can be expected.
- Prepared them for their assessment night to help them determine if Cybersecurity or Software Development was right for them..
- Setup student cohort slack channels for communication amongst students, departments and instructors.
- Completed administration tasks to track students entering bootcamp and informed departments when issues were discovered.
- Skilled at working independently and collaboratively in a team environment
- Proven ability to learn quickly and adapt to new situations
Enrollment Services Advisor
Ashford University And ECPI University
05.2015 - 03.2023
- Key achievement: Promoted to Team Lead on military enrollment service advisors team.
- Worked with individuals to help understand and overcome personal, social or behavioral problems affecting educational or vocational situations.
- Advised students on educational, career and social opportunities.
- Delivered supportive and knowledgeable counseling to students with academic or personal concerns.
- Helped students develop organizational, time management and study skills.
Commercial Customer Service Representative
Dish Network, LLC
10.2013 - 05.2015
- Key Achievement: 104.8% in individual Net Promoter Score(NPS)
- Key Achievement: Exceeded company metrics by 110.8% on average handle time
- Answered incoming phone calls to articulate product value to prospective customers and support current policyholders
- Fielded customer complaints, escalating complex issues to management for resolution
- Reviewed and adjusted customer coverage levels to address, identify, and resolve customer conflicts
Associate Director of Admissions
Strayer University
07.2006 - 09.2009
- Key Achievement: Admissions department exceeded expectations of university for enrollment
- Key Achievement: Successfully moved individuals to more appropriate positions which enabled campus to exceed campus standards for performance.
- Strategically managed admissions (military and non-military) at Strayer University
- Designed and implemented training program for military advisors, based on unique needs of military
- Key Achievement: Responsible for 110% team performance, leading enrollment within university
- Acting Campus Director in Training
- Successfully provided oversight for campus to ensure compliance and performance
Organizational Development Consultant, Process Manager, Account Executive
AT&T
01.1999 - 01.2003
- Key achievement: Developed programs that aided in collection of $3.3 million dollars of potential lost revenue
- Key achievement: Successfully managed and trained 21 representatives on customer service methodologies to meet monthly goals.
- Implemented process improvement projects for increasing efficiency of departments as well as meeting and exceeding audit standards
- Collaborative team member of company-wide task force to review and revise customer financial management
- Provided team direction on use of SAP
Corporate Social Worker; Program Director
Social Services Multiple
09.1989 - 04.1999
- Key achievement: Developed position that became standards for social workers in long term care environment
- Change agent in patient care to improve quality of life and care in variety of long term care facilities
- Successfully developed patient care plans to meet federal and state standards
- Led facility audits for compliance to regulations
Staff Sergeant
United States Air Force Multiple Duty Stations
07.1976 - 07.1986
- Developed, generated, presented and published business and quality metrics to support functional area, site and executive management levels to prevent interruption with planned military exercises.
- Responsible notifiying base resources, personnel and equipment to decrease loss due to weather.
- Accurate forecasting due to understanding of large weather patterns and their influence on micro weather factors.
Education
M.B.A -
Strayer University
Washington, D.C.09.2009
B.A. - Social Work
Rutgers University
05.1989
Skills
- Conflict Mediation
- Complex Problems Analysis
- Client Relations
- Staff Development
- Interpersonal Communications
- Sales Presentation
- Customer Relationship Management
- Negotiation
- Process Improvement
- Leadership
- Business Development Understanding
- Maintaining Compliance
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
I can’t understand why people are frightened of new ideas. I’m frightened of the old ones.
John Cage
Timeline
Student Operations Manager
ThriveDX, Formerly HackerUSA
03.2019 - 05.2023
Enrollment Services Advisor
Ashford University And ECPI University
05.2015 - 03.2023
Commercial Customer Service Representative
Dish Network, LLC
10.2013 - 05.2015
Associate Director of Admissions
Strayer University
07.2006 - 09.2009
Organizational Development Consultant, Process Manager, Account Executive
AT&T
01.1999 - 01.2003
Corporate Social Worker; Program Director
Social Services Multiple
09.1989 - 04.1999
Staff Sergeant
United States Air Force Multiple Duty Stations
07.1976 - 07.1986
M.B.A -
Strayer University
B.A. - Social Work
Rutgers University
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