Melissa Waters

Experience

• 

  The University of Akron

  Sept 2002 - Aug 2005

  Financial Aid Counselor

  ✔I counseled undergraduate and graduate students as well as their parents through the process of obtaining Financial Aid; analyze their eligibility, troubleshoot account problems using exceptional customer service and listening skills. ✔I exhibited strong effective customer service skills, with an enhanced, thorough understanding of State and Federal Regulations and the University’s policies and procedures.✔I demonstrated advanced computer and telephone skills along with promoting organizational expertise and requisite patience during stressful situations. Show less

• 

  Carl E. Sanders Family YMCA at Buckhead (Atlanta, GA)

  Aug 2005 - Feb 2008

  Assistant Head Swim Coach

  ✔I was responsible for effective and efficient communication to 150 swimmers ages 5-16 and their families.✔I organized and managed swim meets for 200+ swimmers throughout the Atlanta Metro YMCA.✔I implemented the first Barracudas Swim-a-thon Fund Raiser for Partner with Youth and raised over $5000.✔I assisted in the development of new strategies and programs to facilitate growth and development in the YMCA and within the swim program.✔I supported and expanded swimmers strengths and skills to bring them to the next levels in swimming. Show less

• 

  Emory University

  Sept 2005 - Nov 2009

  Assistant Director

  ✔I counseled and advised 1200 students in the Medical School, School of Public Health and the School of Nursing regarding financial eligibility; federal and state regulations and the requirements for Emory financial aid. ✔I developed and maintained lasting relationships with students and families to assist with problem solving, concerns and helped resolve them without conflict. ✔I assisted in functional testing of various processes within PeopleSoft applications to improve productivity and develop new processes and communication on a continual basis. ✔I was responsible for review of College Board Profiles and the FAFSA for admitted students and packaging their financial aid to meet demonstrated need, with an in-depth review of personal and business tax returns.✔I tested the release of software from Oracle PeopleSoft for new transfer requirements for Federal Grants between The Office of Admission for Emory College, Oxford College, School of Medicine and the Registrars office. Show less

• 

  Life University

  Dec 2009 - now

  🌟I oversee the budgetary & fiscal management of over $118 million dollars. I manage 4 Directors, 9 Direct Reports with total oversight of 25 fantastic team members. I am responsible for Conflict Resolution & Accountability, Disability Services, Financial Aid, Graduation, Student Accounts, & Student Advocate departments with a focus on customer success, relationship building & compliance. ✔I am a high-level Influencer. In conjunction with the VP of Operations, led the charge to implement robust software for the students to have a hub to automate the academic experience. Removed barriers of objection between teams & departments to create buy-in so students were benefiting from the empowerment of managing their college journey with state-of-the-art technology.✔I create strong communication strategy. I created a safe environment for peers, directors, & team members to feel seen, heard, & understood while expressing innovative & complex ideas. Led the organization's vision & objectives by clearly communicating established goals to drive complex business solutions. ✔I create organizational change. I utilized behavioral based tool tailored to job descriptions to facilitate strategies for personal & talent development. ✔I transform process & procedures. I streamlined the student experience by introducing subject matter experts in key areas so that the advocate could reduce excessive touchpoints to solve problems. I created a framework to eliminate paper trails by utilizing technology for organization of documents. ✔I designed a procedural handbook on delivery of work product, work processes, office expectations, client service delivery, colleague interaction expectations, conflict resolution & reporting. ✔I lead project management teams. I led the digital imaging transformation project plan for 100,000 + documents to include the framework for housing the documents. I transformed the experience & efficiencies for the department to process information quickly. Show less ✔I create relationships: Liaise with and create mutually beneficial, interdepartmental collaborative relationships with key people stake holders. ✔I am a people manager: Develop successful talent through leading, mentoring, coaching, goal setting, professional development, performance evaluations, and ongoing feedback.✔I create business partner management: Establish and access policies and operating procedures to provide excellent customer service and streamline business operations. ✔I excel with decision making: Incorporate organizational, analytical, and objective decision-making skills with strong change management, project management, and team-building skills.✔I am a customer advocate: Leverage data and analysis to continually assess success and satisfaction to create the best possible experience for customers. ✔I ensured each staff had clear direction, support and the knowledge needed to perform his/her duties and ability to consistently demonstrate student centeredness with their colleagues, students and parents. ✔I streamlined and automated all policies and procedures to improve and enhance the student experience and cut processing time in half.✔I served on Texas Guaranteed (TG) National School Committee for three (3) years providing guidance and feedback to foster relationship building and mutual awareness. Show less

  • Senior Director of Student Administration & Compliance

    Jul 2016 - now

  • Director of Financial Aid

    Dec 2009 - Jul 2016