Felicia C. Adame
National City
Summary
Experienced customer service professional who handles a high volume of customer calls in a fast paced environment, with minimum supervision, while maintaining emphasis on the highest quality of consumer service. Comfortable in interacting with all levels of the organization and public. An excellent problem solver that can make decisions independently and quickly with minimal escalations. Proficient in prioritizing and completing tasks in a timely manner, yet flexible to multi-task when necessary. Enjoys learning new programs and processes. A team player who is attentive to detail and works in a fast paced environment.
Overview
17
17
years of professional experience
Work History
Credential Program Specialist
National University
07.2023 - Current
- Facilitates communication between faculty, staff and students for efficiency in program completion.
- Recommends, implements, administers and evaluates Academic Credentialing programs to prospective and active students.
- Processes and tracks new applications and renewal applications.
- Maintains database and keeps track of California Commission on Teaching Credentialing standards for each program.
Teacher Performance Assessment Coordinator II
National University
01.2020 - 07.2023
- Designed outreach collateral for existing university programs.
- Submitted and tracked employee contracts for remediation support via Agiloft.
- Organized, tracked and distributed teacher candidates to Success Coaches for coaching sessions.
- Completed audits on passage score data for teacher candidates on a weekly and monthly basis.
- Submitted Student Teaching Placement Request via SOAR.
- Developed comprehensive reports for university management team that helps identify trends between state and university exam results.
- Tracked Site Support Providers' information for university interns.
- Managed gradebooks for Site Support Provider online courses.
Program Coordinator
National University Virtual High School
02.2016 - 12.2019
- Provided current and prospective high school students and their parents with pertinent information regarding NUVHS programs, courses, delivery format, technical issues, requirements, and online operations.
- Serviced current students for the duration of their program by completion and modification of class schedule, academic advising, coordinating collection of application materials and payments, processing special requests, solving problems and monitoring ongoing progress.
- Provided administrative support to Pre-College Programs Management including document preparation, data gathering and analysis, generating spreadsheets, and running SIS queries in support of internal and external reporting requirements.
- Coordinated and executed daily business support services including vendor relations, accounts payable, accounts receivable processes, vendor/partner invoicing, tracking of financial transactions, accounts reconciliation.
- Created and updated job aides and support other business-related matters as needed.
- Supported NUVHS Marketing efforts with support and feedback for school website, social media sites, lead management, marketing initiatives, outreach support, email campaigns and building programs.
- Facilitated communication to support K-12 programs within NU System and NU sites.
- Assisted the Director to develop partnerships with other institutions and companies, both domestic and abroad, with efforts to recruit new students, service existing students, and promote NUVHS and other PCP programs in the community.
- Provided cross-training, on-boarding, and support as a primary resource to co-workers in areas related to student services, lead management, recruitment and student life-cycle technical systems, learning management system, office expectations, outreach functions, and NUVHS processes and practices.
- Supported in areas related to new hire onboarding, student surveys, faculty contracts, and adjunct payroll.
- Supported Full-time, Part-time and Partnership students from recruitment to transcript request as well as college acceptance. This requires collaboration between several departments and levels of management.
Records & Student Services Representative
National University
03.2014 - 02.2016
- Ensured compliance with state and federal standards in academic record maintenance.
- Provided support on enrollment, marketing strategies, outreach and partnership development by conducting informational sessions, school visits, attending education fairs and assisting in building community relationships supporting the school.
- Assisted in course development during the new learning management system migration from Pearson eCollege to Blackboard Learn.
- Created reference folders for new hires that provided job aides on NUVHS processes. Trained temporary staff to help with administration work during the summer term.
Student Concierge Services Advocate II
National University
10.2008 - 03.2014
- Managed difficult customer situations that may involve emotional customers.
- Strong critical thinking and organizational skills with the ability to track details and follow through with work plans.
- Host weekly Huddles for the team.
- Provided cross-training, on-boarding and support as a primary resource to co-workers in areas related to student services and business process.
Records Evaluator
National University
09.2007 - 10.2008
- Evaluated each transcript to determine if transfer credits were equivalent to courses offered at the University.
- Evaluated as well as processed student eform request for concurrent enrollment, course waivers and course substitutions for undergraduate/graduate students.
Education
Bachelor of Arts - Digital Media Design
National University
La Jolla, CA2016
Skills
- People Soft
- CRM OnDemand
- Microsoft Office
- Adobe Pro
- Adobe Creative Suite
- Project Management
- TouchNet
- ShareDrive
- Agiloft
- ZOOM, Microsoft Teams
- EdReports
- Salesforce
References
Molly Arreaga
Phone: (347) 200-5784
Email: mollyarreaga@gmail.com
Miriam Vasquez
Phone: (707) 372-0722
Email: miriamvasquezgarcia@gmail.com
Timeline
Credential Program Specialist
National University
07.2023 - Current
Teacher Performance Assessment Coordinator II
National University
01.2020 - 07.2023
Program Coordinator
National University Virtual High School
02.2016 - 12.2019
Records & Student Services Representative
National University
03.2014 - 02.2016
Student Concierge Services Advocate II
National University
10.2008 - 03.2014
Records Evaluator
National University
09.2007 - 10.2008
Bachelor of Arts - Digital Media Design
National University
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