SHELBY MOLINA
Wayzata,MN
Summary
Dedicated and inclusive leader with 5 years of experience in strategy setting and project execution to transform staff and student experiences. Proven track record in establishing lasting processes, improved student communications, and knowledge management resources for staff. Skilled in planning, problem-solving, and enhancing business operations. Results-driven and resilient, adept at team development, process improvement, and productivity enhancement. Strong understanding of industry trends, excellent communication, and strategic implementation. Recognized for adaptability, proactive solutions, and exceeding targets in fast-paced environments. Versatile in project management, collaboration, and leveraging emerging technologies for continuous improvement. Committed to quality, excellence, and organizational alignment. Tech-savvy innovator with a positive attitude, strong analytical skills, and a commitment to continuous learning and growth.
Overview
11
11
years of professional experience
Work History
Operations Manager, Financial Aid Support Team
SEI – Capella University
01.2022 - Current
- Responsible for owning and implementing strategy and execution of FA Support Team improvements across student experience, employee experience, internal processes, and technology projects
- Develop and drive initiatives that contribute to long-term operational excellence within FAST
- Improved internal collections processes and reduced bad debt by more than $1 million
- Implements, manages, audits, and communicates operational plans. Improves process and policies that support FAST’s larger strategy
- Lead department through multiple technology and process initiatives to create more efficiency and effectiveness in staff and student interactions with including SalesForce, RPA, Automation, and a variety of knowledge management tools for staff
Manager, Financial Aid Support Team
SEI – Capella University
07.2020 - 01.2022
- Lead department of 60 staff including four leaders and drove day-to-day operations in order to support students with any and all of their finance needs throughout their academic program
- Lead the department through an evolutionary model shift from reacting to students when issues occur to proactively engaging and informing students before issues occur so they are more confident and successful in financing their entire program
- Helped create and differentiate four separate roles within the department to handle call volume, offering appointments to students, and effectively problem-solve complex financial issues
- Lead department through multiple technology and process initiatives to create more efficiency and effectiveness in our staff and interactions with students
- Effectively lead department through the pandemic with a low margin of productivity loss per staff member compared to other student-facing departments.
Business Office Manager
SEI – Capella University
10.2019 - 06.2020
- Rebuilt, developed, and managed a department of 18 individuals who conducted collections outreach for current and past students
- Built processes and standards to improve collections in a consistent manner
- Achieved an all-time high collections rate of $14 million in the second quarter of being in the role
- Automated a majority of the tasks that previously required staff to conduct by leveraging tools and enhancing the communication strategy
- Worked with leadership in the Financial Aid Contact Center to combine departments into one, newly branded FAST department that improved the learner experience by combining multiple conversations into one with a highly skilled finance expert.
Academic Advising Supervisor
SEI – Capella University
03.2017 - 09.2019
- Ensured that a team of 15 Academic Coaches positively impacted learner experience and persistence through performance management, development, and ongoing coaching
- Efficiency and effectiveness of the team increased while the rate of burnout decreased
- Provided leadership and change management throughout the department to effectively influence results, manage conflict resolution, and solve problems
- Supported team members with resolution of learner problems through coaching and problem-solving, partnered across the university to remove obstacles to learner success, and provided an escalation path for learner issue resolution
- Product launch process “Concept-to-Launch” pilot participant and represented Advising in the Psychology, Applied Behavior Analysis 5th edition restage
- Coaches stated this was the best experience they had with a program launch
- Initiated collaboration with Learner Affairs, Learner Services & Operations, Academic Leaders, and Enrollment Services to understand and apply complex policies in an efficient and clear manner
- Partnered with our Planning and Reporting team to identify trends in data sources to better understand performance management opportunities.
Enrollment Services Supervisor
SEI – Capella University
01.2014 - 02.2017
- Led, coached, and motivated a team of twelve enrollment counselors to reach monthly enrollment objectives
- Provided ongoing training in department processes, licensure, and the School of Education products
- Collaborated with a number of cross-functional teams to remove obstacles and provide opportunities for enrollment growth
- Efficiently used data and reports to accurately gauge employee activities, performance, and forecasted monthly starts
- Successfully created a team culture that inspires employee trust, engagement, motivation, and fun
- Working together with another Enrollment Services supervisor, spear-headed the initiative to provide professional development to 12 other Enrollment Services supervisors
- Voting member to the Retro Drop Group, a multi-department collaboration that defined the process of addressing learners’ academic implications in an equitable manner.
Education
Master of Public Administration -
Capella University
Minneapolis, MN03.2014
Skills
- Problem-Solving
- Team Leadership
- Operations Management
- Customer Service
- Operational Efficiency
- Planning and Implementation
- Staff Management
- Project Management
- Maintaining Compliance
- Workflow Optimization
- Strategic Planning
- Process Improvement
- Cross-Functional Collaboration
- Data Analysis
Volunteer Experience
- VANTAGE Program, Minnetonka School District, Mentor, Sept 2019-Current
- Minnetonka Swim Club, Volunteer, Sept 2013-June 2023
Timeline
Operations Manager, Financial Aid Support Team
SEI – Capella University
01.2022 - Current
Manager, Financial Aid Support Team
SEI – Capella University
07.2020 - 01.2022
Business Office Manager
SEI – Capella University
10.2019 - 06.2020
Academic Advising Supervisor
SEI – Capella University
03.2017 - 09.2019
Enrollment Services Supervisor
SEI – Capella University
01.2014 - 02.2017
Master of Public Administration -
Capella University
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