Taylor Washington
Columbus,OH
Summary
Accomplished Program Coordinator offering experience implementing new and innovative programs aimed at meeting the needs of the consumer. Highly skilled at building lasting relationships with customers and business executives. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
11
11
years of professional experience
Work History
Program Coordinator
The Ohio State University
09.2021 - Current
- Conceptualized and implemented programming standards to maintain compliance with regulatory requirements.
- Analyzed program data by tracking and reporting program outcomes to identify areas of improvement.
- Improved program offerings based on changing trends, audience feedback and directives from station owners.
- Tracked and reported expenses accurately to manage program budgets.
- Organized and managed program development from conception through successful execution.
- Developed and maintained relationships with external partners to facilitate program operations.
- Scheduled and supervised staff meetings to discuss new ideas and update participants on program details and milestones.
- Designed program implementation and maintenance plan.
- Developed program marketing and outreach strategies to increase awareness and attract new participants.
- Oversaw staff schedules and assignments to handle programming demands.
- Determined broadcast requirements to plan event coverage and regular programming.
- Motivated and directed staff to align operations with organizational mission using appropriate training initiatives and presentations.
Senior Account Manager
The Ohio State University
07.2015 - 09.2021
- Exceeded revenue goals for university collection accounts by creating resolution plans to resolve student debt
- Managed over 50 outbound calls daily
- Trained and coached account management team members servicing university collection accounts.
- Recommended customized resolution plans to university customers to reinforce Ohio State's values and maintain loyalty.
- Contributed to annual revenue goals by resolving debt for accounts delegated to me monthly
- Created training materials for account management department to acclimate them to newly cloud-based system (Workday)
- Training account management new hires
- Assisting in training our financial services manager
- Processing email inquiries
- Routing inbound and outbound customer service oriented phone calls
- Conducting policy change meetings with senior management
- Designed and presented policy change proposal before senior management to initiate office policy change
- Creating department of education loan assignment training documentation for collections personnel
- Counseling students in office, in regards to resolving debt
Account Manager
Discover Financial Services
10.2013 - 06.2015
- Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
- Contributed to team objectives in fast-paced environment.
- Presented professional image consistent with company's brand values.
- Stayed current on company offerings and industry trends.
- Developed, maintained and utilized diverse client base.
- Set clear sales goals to identify activities and behaviors to advance sales process and close deals.
- Selected correct products based on customer needs, product specifications and applicable regulations.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Developed and implemented strategies to increase client retention.
- Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
- Evaluated client needs and developed tailored solutions to increase positive customer ratings.
- Facilitated client satisfaction and renewed customer relations to drive growth.
- Identified new business opportunities through cold calling, networking, marketing and prospective database leads.
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
- Informed customers of promotions to increase sales productivity and volume.
- Recorded accurate and efficient records in customer database.
- Achieved or exceeded company-defined sales quotas.
Education
Bachelor of Arts - Sociology
The Ohio State University
Columbus, OH03.2012
Skills
- Process Improvement
- Staff Development
- Program Management
- Office Administration
- Market Research Proficiency
- Project Coordination
- Vendor Management
- Hiring and Recruitment Knowledge
Accomplishments
- Conceptualized, developed, and implemented the acclaimed 'Trap & Paint' program for our minoritized student population
- Independently coordinated Pre-Kwanzaa December of 2022
- Initiated interest from The Lantern university newspaper
- Received vendor communication and logistics praise from vendors I worked with directly
- Innovated program marketing methods to drive registration and attendance by forwarding program materials to OnCampus Today and the bOSU group chat
Timeline
Program Coordinator
The Ohio State University
09.2021 - Current
Senior Account Manager
The Ohio State University
07.2015 - 09.2021
Account Manager
Discover Financial Services
10.2013 - 06.2015
Bachelor of Arts - Sociology
The Ohio State University
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