Summary
Overview
Work History
Education
Skills
Timeline
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Sherry Donovan

Charles Town,WV

Summary

Self-motivated Coordinator of Graduate Studies brings proven leadership, organizational and customer relations skills. Independently solves problems and keeps the Graduate Council on task to handle diverse business requirements. Proven track record at Shepherd University, enhancing student satisfaction and streamlining processes. Expert in CRM software and cross-functional collaboration, and significantly improved the School of Graduate and Professional Studies' administrative efficiency and fostered strategic partnerships. My approach combines strategic planning with a keen focus on customer service, driving notable achievements in graduate studies management and student program innovation.


Overview

26
26
years of professional experience

Work History

Coordinator of Graduate Studies

Shepherd University
07.2023 - Current
  • Serve as primary contact for graduate programs, enhancing student (domestic and international) satisfaction from prospect, enrollment, to graduation by responding promptly and efficiently to inquiries and addressing concerns professionally with empathy, conflict resolution and problem-solving skills and understanding of their unique challenges.
  • Chair monthly Graduate Council meetings setting the schedule and agendas consisting of business and academic policies, curricular action items, recruitment and enrollment reports, and catalog and webpage updates.
  • Provide recommendations and work with the Graduate Council to approve all add/drops and administrative exceptions, and adjudicate grade appeals and grievance policies.
  • Liaison with Office of International Affairs, Admissions, Registrar, Financial Aid, Finance, Residence Life, and Student Affairs to ensure smooth transition for graduate students.
  • Maintain all graduate students’ enrollment records including international related documentation according to FERPA laws.
  • Coordinate and evaluate transcripts of graduate students in conjunction with program coordinators to create reports as requested by the provost and graduate program coordinators.
  • Coordinate participants, judges, spaces, materials, and catering support for annual Distinguished Graduate Student awards.
  • Collect and maintain data for assessment of students, graduates, and academic graduate programs.
  • Collaborate with department heads to develop strategic plans aligning with overall university objectives, fostering a unified approach toward shared goals.
  • Streamlined administrative processes, allowing for more efficient use of resources and better support for the School of Graduate and Professional Studies.
  • Participate in recruitment efforts for all graduate programs.
  • Manage Graduate Studies budget and allocation of graduate student fees, graduate student assistantships, and employee waivers for all graduate programs.
  • Maintain institutional credit card eligibility for purchasing equipment and supplies for Graduate Studies and reconcile statements monthly.
  • Developed comprehensive graduate assistantship hiring manual for new supervisors, leading to quicker and less confusing onboarding. Work closely with Financial Aid to process correct tuition waivers.
  • Manage non-degree graduate certificate process.
  • Maintain all graduate studies web presence.
  • Work with Associate Provost for Faculty Affairs to update graduate sections of Faculty Handbook, Student Handbook, and University Catalog annually.
  • Work with internal departments to improve productivity with regular communication and progress updates, fostering a collaborative work environment.
  • Prioritize and manage multiple projects simultaneously, ensuring all meet their deadlines and objectives without compromising quality.
  • Keep high average of performance evaluations.
  • Serve as primary Customer Relationship Management (CRM) (Target X) and Ellucian (Banner) contact for School of Graduate and Professional Studies. Work closely with VP of Enrollment Services and Assistant Director of Admissions.
  • Create and update all graduate forms.
  • Complete Education Professional Development and Continuing Education contracts for 10 - 15 adjunct faculty.
  • Collaborate with University Communications in marketing campaigns for Graduate Studies.
  • Serve as representative on Enrollment Management, Student Success, and Commencement committees.
  • Coordinated cross-functional teams, resulting in seamless project execution and enhanced outcomes of Education Professional Development online application/registration process.
  • Implemented digital filing system, drastically reducing retrieval times and improving document organization.

Assistant Dir., Con. Ed. & Graduate Adm. Counselor

Shepherd University
05.2013 - 06.2023
  • Served as primary contact for prospective and currently enrolled students, graduate program coordinators and faculty, and Education Professional Development adjuncts.
  • Enhanced student (domestic and international) satisfaction from prospect, enrollment, to graduation by responding promptly and efficiently to inquiries and addressing concerns professionally with empathy, conflict resolution and problem-solving skills, and understanding of their unique challenges.
  • Served as primary Customer Relationship Management (CRM) (Target X) and Ellucian (Banner) contact for School of Graduate and Professional Studies. Worked closely with VP of Enrollment Services and Assistant Director of Admissions.
  • Liaison with Office of International Affairs, Admissions, Registrar, Financial Aid, Finance, Residence Life, Athletics, and Student Affairs to ensure smooth transition for graduate students.
  • Maintained all graduate and continuing education students’ enrollment/registration records according to FERPA laws, including international related documentation.
  • Implemented digital filing system, drastically reducing retrieval times and improving document organization allowing for more efficient use of resources and better support for the School of Graduate and Professional Studies.
  • Evaluated college transcripts in conjunction with program coordinators for required undergraduate prerequisites and transfer of graduate credits.
  • Coordinated annual Distinguished Graduate Students’ awards.
  • Collected and maintained data for assessment of students, graduates, academic graduate programs, and continuing education courses.
  • Collaborated with department heads to develop strategic plans aligning with overall university objectives, fostering a unified approach toward shared goals.
  • Worked closely with Director of Continuing Education and Lifelong Learning on the strategic planning and development of continuing education courses and associated policies and processes.
  • Coordinated a cross-functional team to create an online continuing education registration and payment system within budget constraints, leading to a more efficient workflow.
  • Participated in recruitment efforts for all graduate programs and continuing education courses.
  • Managed Graduate Studies budget and allocation of graduate student fees, graduate student assistantships, and employee waivers for all graduate programs. Managed Continuing Education Department budget to ensure adequate resources for instructional materials.
  • Maintained institutional credit card eligibility for purchasing equipment and supplies for the School of Graduate and Professional Studies and reconciled statements monthly.
  • Developed comprehensive graduate assistantship hiring manual for new supervisors, leading to quicker and less confusing onboarding. Worked closely with Financial Aid to process correct tuition waiver amounts.
  • Managed non-degree graduate certificate process.
  • Maintained all School of Graduate and Professional Studies web presence.
  • Provided recommendations and worked with the Dean of Graduate Studies to review all late adds and drops, administrative exceptions, and adjudicate grade appeals and grievance policies.
  • Provided information and reports as requested by the Dean of Graduate Studies and graduate program coordinators.
  • Worked with internal departments to improve productivity with regular communication and progress updates, fostering a collaborative work environment.
  • Prioritized and managed multiple projects simultaneously, ensuring all met their deadlines and objectives without compromising quality.
  • Kept high average of performance evaluations.
  • Created and updated all graduate and continuing education internal administration forms.
  • Completed all School of Graduate and Professional Studies’ hiring and payroll contracts for 50-60 adjunct and full-time graduate faculty members.
  • Served as Graduate Studies' representative on the Commencement Committee.
  • Organized spaces, materials and catering support for departmental, student, staff, and faculty events and meetings.
  • Developed comprehensive training materials for new Continuing Education staff, for a quicker onboarding and higher initial productivity level.
  • Approved add/drops/withdrawals for Education Professional Development and Continuing Education (CEU) students.
  • Routinely researched topics for Continuing Education and assisted the Director in developing innovative programs to improve students' academic performance and retention rate.
  • Assisted with Continuing Education and Lifelong Learning registration and travel events, as needed.
  • Contributed to a supportive work environment by sharing knowledge, resources, and new findings within the continuing education field.
  • Cultivated culture of continuous improvement, encouraging staff to innovate and propose solutions to operational challenges.
  • Educated students on available community resources, fostering a sense of empowerment and self-sufficiency.
  • Served as liaison between speakers, vendors, and workshop attendees as needed.

Recruitment Specialist/Advisor, Alternative Energy

Hagerstown Community College
10.2010 - 04.2013
  • Served as primary contact for prospective and currently enrolled Alternative Energy students, program coordinator, and faculty.
  • Provided an exceptional student experience throughout the recruitment, admission, orientation, and academic advising process, maintaining consistent communication and transparency for both credit and non-credit students, leading to improved brand perception among perspective students.
  • Streamlined recruitment processes by implementing effective applicant tracking systems and organizational tools for increased efficiency. The database of perspective and current students and alumnus allowed for quick access to a qualified talent pool for future opportunities.
  • Managed multiple projects related to the Department of Labor's Alternative Energy grant simultaneously while maintaining attention to detail and excellent organizational skills.
  • Leveraged community entities to advertise the grant-related program and engage with potential students through promotional media, job fairs, and networking events.
  • Continuously sought out professional development opportunities and industry knowledge, staying current on trends and best practices in the field of alternative energy.
  • Developed strong relationships with businesses, ensuring clear communication and understanding of students' education and the requirements and expectations of their companies.
  • Ensured compliance with all federal, state, and local regulations related to recruitment practices for the federal grant.
  • Facilitated collaboration between college departments to ensure alignment of recruitment goals with grant-related objectives.
  • Conducted thorough market research to identify emerging employment pools for alternative energy specialized roles.
  • Analyzed recruitment metrics to identify areas for improvement and adjust strategies accordingly.
  • Analyzed turnover data to identify patterns and develop strategies for improving student retention.
  • Coordinated implementation of policies, procedures, and programs available through the Department of Labor grant.
  • Worked alongside community business leaders to deploy new training strategies for their employees.
  • Facilitated successful Alternative Energy and Technology Conference and networking event at the institution, leading to numerous student graduate hires within diverse industries.
  • Reduced expense for grant funded textbooks by implementing a shared library program.
  • Spearheaded sustainability initiatives within the Alternative Energy Program, aligning student values with their educational goals, and allowing the program to remain viable after the three-year Department of Labor grant ended.
  • Provided resources to support students in achieving career goals (i.e. tutoring, job fairs, and social opportunities).
  • Helped the alternative energy students develop an on-campus organization fostering culture of innovation and professional development skills within their academic program, which also provided opportunities to market themselves in the community.

Admissions Counselor

Hagerstown Community College
08.2001 - 08.2010
  • Increased enrollment rates by participating in college fairs, open houses, and information sessions.
  • Provided exceptional customer service by responding promptly to inquiries from prospective students via phone, email, or social media channels.
  • Advocated for needs of prospective students by providing feedback to academic and administrative departments.
  • Enhanced applicant experience and application completion rates by providing personalized guidance and support throughout the admissions process.
  • Assisted IT with implementation of CRM system for tracking interactions with prospective students, improving follow-up and engagement.
  • Assessed student interests and skills and provided strategic information about pursuing suitable courses.
  • Explained institution's fee structure, amenities, courses offered and facilities to prospective students and parents.
  • Developed strong relationships with community organizations to promote the institution''s programs and offerings.
  • Collaborated with faculty and staff to develop targeted recruitment strategies for prospective students.
  • Conducted thorough evaluations of applicant transcripts, test scores, essays, and letters of recommendation to determine eligibility for admission.
  • Streamlined application review process, resulting in faster decision-making and improved communication with applicants.
  • Advised students on educational, career and social opportunities.

Visa and MasterCard Arbitration Analyst

First Data Merchant Services
05.1999 - 05.2002
  • Submitted chargeback information during arbitration, processed dispute counterclaims, and presented valuable evidence and insights into a client's (bank) fraud cases against cardmembers.
  • Continuously improved knowledge about all laws pertaining to fraud and guidelines regarding transaction procedures.
  • Communicated effectively with others helped mediate interactions between clients and credit card holders, allowing them to discuss cases more comfortably. Stayed patient with others also helped examine and present multiple pieces of case evidence, including credit card information.
  • Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
  • Collected, arranged, and input information into database system.
  • Enhanced customer satisfaction rates through detailed analysis of customer feedback data and subsequent improvements in service offerings.
  • Increased customer satisfaction by analyzing feedback and implementing necessary changes.
  • Optimized operational efficiency by redesigning workflow processes.
  • Managed multiple projects simultaneously while adhering to strict deadlines and quality standards.
  • Enhanced data accuracy by meticulously validating and updating customer information in database.
  • Developed comprehensive training materials for new analysts, improving onboarding efficiency.
  • Conducted regular reviews of operations and identified areas for improvement.
  • Optimized customer experience by delivering superior services and effectively troubleshooting issues.

Education

Master of Arts - College Student Development And Administration

Shepherd University
Shepherdstown
05-2017

Bachelor of Science - Sociology

Frostburg State University
Frostburg, MD
05-2010

Associate of Arts - Psychology

Hagerstown Community College
Hagerstown, MD
05-2008

Associate of Science - Business Administration

Hagerstown Community College
Hagerstown, MD
05-2006

Skills

  • Customer Service
  • Work Planning and Prioritization
  • MS Office
  • Professional Networking
  • CRM Software
  • Discretion and Confidentiality
  • Decision-Making
  • Coaching and Mentoring
  • Cross-Functional Collaboration
  • Process Improvement
  • Staff Management
  • Strategic Planning
  • Event Coordination
  • Relationship Building
  • Presenting Ideas and Plans
  • Event Planning

Timeline

Coordinator of Graduate Studies

Shepherd University
07.2023 - Current

Assistant Dir., Con. Ed. & Graduate Adm. Counselor

Shepherd University
05.2013 - 06.2023

Recruitment Specialist/Advisor, Alternative Energy

Hagerstown Community College
10.2010 - 04.2013

Admissions Counselor

Hagerstown Community College
08.2001 - 08.2010

Visa and MasterCard Arbitration Analyst

First Data Merchant Services
05.1999 - 05.2002

Master of Arts - College Student Development And Administration

Shepherd University

Bachelor of Science - Sociology

Frostburg State University

Associate of Arts - Psychology

Hagerstown Community College

Associate of Science - Business Administration

Hagerstown Community College

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Sherry Donovan