Customer Service Project

Dean A. Dreibelbis

**** ******* ** *** ******, MD 21012

410-***-**** abmse5@r.postjobfree.com

EXECUT IVE SUM MARY

Consummate professional with 10 years progressive and successful experience in sales,

h igher education and customer service. My short-term objective is to develop direct

exposure and experience in formal HR-supportive and mission-critical roles; to apply my

skills, talents and education to develop a strong foundation, build leadership competencies

and add value as a business partner. My career goal is to serve as Director of an

H R/Human Capital Department in a mid-to-large sized U.S. or multi-national organization.

E XPER IENCE

Planned Parenthood of Maryland

Human Resource Intern

Audit/File Management- Completed audit of 100+ employee files with limited supervision

before project deadline; Routine filing of confidential and sensitive employee

i nformation in a timely manner

Staffing - Coordinated on-boarding process for all new hires during a 4-month period;

Verified employment and I-9 documentation, conducted reference checks; completed

benefits enrollment, direct deposit and 401K set-up, and data entry into HRIS

system; Updated all job descriptions, posted vacancies on job boards and college Web

sites; and represented PPM at job fairs.

Compensation/Benefits - Completed census spreadsheet; Analyzed compensation and

benefits data with limited supervision, and prepared report for HR Director and

COO; Drafted informational materials for Open Enrollment period and provided

guidance to employees on changes to benefit plans; Planned and organized employee

wellness and development events, including Massage Day and a Conflict

M anagement Seminar

Employee Relations - Assisted the HR Director with background investigation and

resolution of employee relations issues

Special Projects - Collaborated with the HR Director on revised Performance Appraisal

p rogram; and PowerPoint presentations for New H i re Orientation and Leadership

Development

Baltimore In ternational College

Admissions Representative

Recruitment - Actively managed full-cycle recruitment for new graduate and

u ndergraduate students; Managed base of approx. 2,400 leads per semester through

use of outbound call and e-mail campaigns, and in-person interviews; Participated in

on- and off-campus recruiting events

Audit/ File Management – Maintained integrity of assigned applicant files; Conducted on-

going communication with prospects, applicants and admitted students, updating

S tudent Information System; Standardized file audit process for department; Ran

queries for data analysis

Event Management - Assisted Admissions team with planning of 4 on-Campus Open House

events; Transportation leader for all Open House events; Scheduled and conducted

daily tours of campus facilities

Supervision – Managed Federal Work Study students; Tracked and approved t imesheets

Special Projects - Created new electronic testing policy and procedures manual for

u ndergraduate admissions; Trained staff on new admissions testing procedure;

Chosen by Director each semester to lead audit of all Admission files, completing

p rojects before deadline with limited supervision; Created and monitored

departmental admissions t racking spreadsheet; Initiated collaborated with IT

D irector to utilize full capabilities of CRM feature of student information system

(SIS)to improve customer service and increase efficiency of recruitment process

Accomplishments – Two-time ‘Admissions Representative of the Week’; Increased graduate

enrollment by 155% after one semester; Increased Open House attendance by

average of 200 people

University of Baltimore

Assistant Director of Graduate Admissions

Recruitment - Responsible for full-cycle recruitment of new students for the Mer r ick School

of Business; Managed base of approx. 3,200 leads each semester through proactive

outreach campaigns, using phone, e-mail and personal counseling sessions;

Participated in on- and off- campus, and on-line recruiting events

Staffing – Actively participated as member of interview panels for internal staffing process;

Rated candidates using anchored ranking questionnaires

Audit/File Management - Maintained PeopleSoft SIS system and hardcopy files; Routinely

communicated with applicants and admit ted students by phone and e-mail,

u pdating changes and notes in PeopleSoft CRM and SIS; Built queries using

PeopleSoft and iStrategy for data retrieval and analysis

Planning and Organizing – Drafted Graduate Recruitment Plan, including recruitment

s trategy and enrollment goals; Prepared t ravel schedule for attendance of off-campus

recruitment events; Updated t ravel calendar on departmental Web site

Supervision - Supervised 3 graduate interns; Maintained work schedule and approved time

sheets

Budget Management – Maintained departmental budget of $50,000 using PeopleSoft;

P repared and approved departmental purchase orders

Event Management - Organized in-house student recruitment events; Used SurveyMonkey

to create and analyze post-event surveys to gain feedback

Special Projects - Member of job re-engineering project team, conducted departmental work-

f low analysis

Accomplishments - Increased growth of business programs, semester-over-semester by

average of 3%;

G raduate Admissions Counselor

Recruitment – Solely responsible for full-cycle recruitment for 16 programs within the Yale

Gordon College of Liberal Arts and the Mer rick School of Business

Marketing - Drafted and edited marketing materials and Graduate Telecounseling program

manual

Special Projects – Ini tiated project to research and analyze historical data over 5-year

period to establish t rends for Graduate Recruitment Plan; Member of

telecommunications RFP and selection commit tee

Accomplishments – Promoted to Assistant Director after 16 months of service; Awarded

S.T.A.R. customer service and teamwork excellence award in July, 2007

University of Maryland University College

Lead Administrator of Graduate Advising

Supervision - Supervised team of 5 academic advisors; Supported and elevated employee

accountability by coaching and monitoring performance; Conducted annual

performance reviews and developed performance improvement plans; Approved time

sheets and leave for team using PeopleSoft HRM System

Staffing – Reviewed resumes to fill team vacancies and conducted ini tial phone screenings;

Selected interview candidates and scheduled personal interviews; Granted authority

to make final selections and make job offers; Conducted similar internal staffing

activities to fill 2 Director positions

Reporting – Prepared and presented daily enrollment reports for Director

Training – Trained new team members on SIS system, departmental policies and

p rocedures

Special Projects - Member of CRM project team for migration to PeopleSoft 8.0; Used MS

P roject ’98 to create project plan, identify resources and establish deadlines;

Collaborated with other Lead to develop and analyze historical data to establish

enrollment t rends over 7-year period

Accomplishments – Exceeded departmental enrollment goals, semester over semester, by an

average of 121%; Completed CRM component of PeopleSoft migration project ahead

of schedule

Graduate Academic Advisor

Retention – Actively managed base of 1,500 students to increase degree completion and

meet enrollment goals; Communicated on an on-going basis with assigned students

by phone, e-mail and personal advising sessions

Interdepartmental Liaison – Served as departmental liaison for Financial Aid and

E ducation Departments; Periodically met with members of these departments to

share updates and increase interdepartmental collaboration

Special Projects – Served as member of Student Academic Judiciary Commit tee,

responsible for conducting academic conduct hearings and render judgment on

p robation and dismissals

Accomplishments – Promoted to Lead Administrator after 18 months

EDUCAT ION

Towson University

MS in Human Resource Development, December 2010

BS in Psychology and Social Sciences; Certification in Secondary Education

PROFESSIONAL ORGAN IZAT IONS

Society of Human Resource Professionals

COMPUTER SKILLS

M icrosoft Office 2007/00/93 – Word, Excel, PowerPoint, Outlook. PeopleSoft 8.0/9.0,

PeopleTools, SkillSoft, M icrosoft Project 98. Visio, HTM L, WWW

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