RESUME
Professional Skills
Professional ​
Profile​​
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Dedicated and experienced professional with a passion for building and nurturing relationships and creating opportunities in order to develop and execute strategies that support growth, increase efficiency and streamline processes.
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Imaginative idea generator with international experience in operations, coaching, education and creative design/production.
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Professional Skills: Operations Management; Project Management; Relationship Management; Business Development; Process Improvement; Data Analysis; Data Exchange; Education and Training; Instructional Design; Program Evaluation; Product Support
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Creative Skills: Music Production; Video Production; Graphic Design; Event Coordination and Promotion; Marketing
Education
Computer Proficiency
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MS Suite
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Google Suite
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Salesforce (B2C, B2B)
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Asana
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Confluence
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Airtable
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Looker
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Box.com
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Files.com
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Jira
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ZenDesk
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AWS
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Snowflake
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Postman
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Adobe Photoshop
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Final Cut Pro
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Cyberlink PowerDirector
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Cubase
Chegg Skills
AI Fundamentals Certificate (7/2024)
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Cornell University
Innovation Strategy Certificate (1/2023)
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Pathstream
Project Management Certificate with Agile (2/2022)
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Colorado State University Fort Collins, CO (2013-2016) Masters of Adult Education and Training
Colorado State University Fort Collins, CO (1999-2003)
Bachelor of Arts Degree in Technical Journalism
News/Editorial Writing Concentration
-Secondary Focus in Photojournalism
and Documentary Film studies
The International TEFL Corporation (2007)
TEFL Certification
-Internationally recognized 120 hour TEFL certificate course
with a practical emphasis on teaching skills,
language awareness, phonology and classroom management
Work​
experience​
Senior Analyst, Enterprise Resolution
Denver, Colorado
May 2024 - Present
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Triage high risk, complex issues and escalations directly with internal and external stakeholders
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Supporting Enterprise Resolution specialists with training and upskilling
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Synthesize complicated policies and processes and communicate them effectively to internal and external stakeholders
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Serve as an SME for Enterprise Resolution operations and lead teammates through complex cases that require collaboration with partner teams to resolve
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Document and improve internal team processes via the creation and maintenance of SOPs
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Develop and monitor reports using real-time data to understand areas of opportunity, as well as determine if issues need to be highlighted to leadership
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Analyze ER historical data trends to prioritize cross-functional process improvements considering internal and external stakeholders
Senior Partner Operations Analyst
Denver, Colorado
March 2021 - May 2024
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Operations and Partnership Management: Creating scalable solutions and utilizing data trend analysis to ensure a positive student experience and drive enrollments and retention at Southern New Hampshire University, Purdue University Global and Wilmington University
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Promoted to Senior Associate 2/2022
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Improved and standardized process for student issue resolution in order to reduce operational lift and improve customer experience
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Created more scalable system for program management and policy updates
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Developed and implemented synchronous and asynchronous trainings and standard operating procedures for operations team
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Education Coach
Guild Education
Denver, Colorado
November 2019 - February 2021
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Prospective Student Engagement and Support including academic advising, enrollment support and life coaching
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Collaborated with enablement team to develop asynchronous trainings to support coaching staff and improve onboarding process
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Contributed to written and video media projects to bolster company morale and promote student engagement
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Visiting Professor
Kyungpook National University
Daegu, South Korea
​September 2013 - August 2019
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​Courses Taught
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Freshman English (2 credits)
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Essential English (2 credits)
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Academic English (2 credits)
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Academic Writing and Study Skills (3 credits)​
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International Writing Center Tutor
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Tutoring essay writing for students intending to study abroad
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Committee Member
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​Hiring Committee
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Scheduling Committee
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Technology Committee
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Academic Director
Maple Bear Canadian Language School
Daegu, South Korea
​May 2010 - February 2013
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Hiring, Training, Support and Evaluation of foreign English teachers
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Marketing Presentations of Curriculum
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Foreign Staff Payroll
English Immersion Teacher
Maple Bear Canadian Language School
Daegu, South Korea
​February 2009 - February 2013
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Teaching Canadian based curriculum Kindergarten and Elementary classes
ESL Teacher
Inlingua
Santa Ana, Costa Rica
August 2008 - October 2008
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Teaching ESL to business professionals
ESL Teacher
GetSET
Santa Ana, Costa Rica
August 2007 - October 2008
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Teaching English conversation classes to students of various ages and levels
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Course design and implementation
ESL Teacher
Intercultura
Heredia, Costa Rica
August 2007 - October 2008
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Teaching English conversation classes to students of various ages and levels
ESL Teacher
Ingles Empresarial
San Jose, Costa Rica
April 2007 - August 2007
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Teaching ESL to business professionals
Languages
English (Native Tongue)
Spanish (Intermediate Conversational)
Korean (Intermediate Conversational)
Interests
Music Production, Playing Guitar,
Photography/Videography,
Film Study and Production,
Snowboarding, Skateboarding,
Hiking, Biking,
Reading, Fiction Writing,
Cooking, Language Learning,
DIY Community Projects