Suzanne Jackson
Shrewsbury,MA
Summary
Dynamic and results-driven professional with over 20 years of experience in admissions, sales, and customer service, primarily within higher education. Proven expertise in staff training, team leadership, and performance monitoring, with a strong ability to achieve goals in fast-paced, metrics-driven environments. Skilled in managing and mentoring teams, resolving operational issues, and building strong relationships with stakeholders. Demonstrates exceptional problem-solving, and interpersonal skills, along with a commitment to student success and organizational excellence. Adept at working independently and collaboratively to drive recruitment, retention, and operational efficiency.
Overview
23
23
years of professional experience
Work History
Senior Assistant Director
Northeastern University
Dedham, MA
08.2017 - Current
- Responsible for staff training, mentoring, development, and supervision of team leads and enrollment contact representatives.
- Monitor key performance indicators (KPIs) and metrics such as Call Quality, Talk Time, and Call Work to enhance Service Level.
- Proactively monitor the Automated Call Distributor system, identifying queue situations, and service level concerns.
- Handle escalated operational issues, and ensure proper follow-up.
- Serve as Floor Manager, support group chat questions, and provide timely learning and direction.
- Expedite sensitive operational issues while maintaining excellent customer relations.
- Prepare, analyze, and distribute weekly, monthly, and quarterly reports, including call trends, performance data, and representative metrics.
- Act as a liaison for the Undergraduate Admissions Office, ensuring effective communication of admissions protocols, deadlines, and processes.
- Facilitate weekly training and policy update sessions.
- Serve as the primary support for Contact Center Representatives, answering operational and procedural questions.
- Generate reports on individual and overall team performance.
Team Lead Operations
Northeastern University
Dedham, MA
02.2016 - 08.2017
- Identify training needs, and provide feedback through ongoing call quality screenings.
- Support departmental needs with phone coverage, call monitoring, call scoring, and identification of call trends.
- Assist in the onboarding process of new hires by delivering various training sessions.
- Participation in the screening, interviewing, and selection process of prospective candidates.
- Contribute to weekly strategy meetings, delivering relevant team updates.
Enrollment Contact Representative
Northeastern University
Dedham, MA
06.2012 - 02.2016
- Serve as the front-line contact for students and parents, demonstrating excellent customer service.
- Assist in the recruitment, enrollment, and retention of prospective and current students.
- Apply leadership and problem-solving skills to facilitate student services.
- Guide students through admissions processes, registration, financial aid, and student account/payment options.
- Thrive in a fast-paced, metrics-driven environment.
Assistant Director of Admissions
The Art Institute of Pittsburgh, Online Divison
Pittsburgh, PA
06.2002 - 04.2012
- Ensured that enrollment and start rate goals were met.
- Scheduled and conducted admissions interviews, pursuing the most qualified candidates.
- Forecasted projected student enrollments with the Director of Admissions.
- Ensured follow-up with all enrollments to guarantee successful matriculation.
- Performed all admissions activities via telephone and online.
Education
Bachelor of Science - Management/Marketing
Ithaca College
Ithaca, NYSkills
- Leadership and Team Management
- Customer Service and Interpersonal Skills
- Sales and Enrollment Management
- Operational Management
- Problem Solving and Decision Making
- Training and Development
Timeline
Senior Assistant Director
Northeastern University
08.2017 - Current
Team Lead Operations
Northeastern University
02.2016 - 08.2017
Enrollment Contact Representative
Northeastern University
06.2012 - 02.2016
Assistant Director of Admissions
The Art Institute of Pittsburgh, Online Divison
06.2002 - 04.2012
Bachelor of Science - Management/Marketing
Ithaca College
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