Jorine Johnson

Experience

• 

  Pacific Lutheran University

  Sept 2010 - May 2014

  - Assisted the General Manager of Concierge Services to supervise staff by ensuring that Concierge Student Staff are well equipped to provide adequate serve to best serve customers. - Ensure procedures are up-to-date, current, provide training and correction when needed. Update the online website when needed for additional events or changes needing to be made.- Monitor staff performance through staff reviews, extra training, and one-on-one meetings. Strong organizational skills developed through scheduling staff meetings, collect availability to ensure coverage at the desk, organize shifts on Google Calendar and manage time-offs. - Strong attention to detail by handling money deposits, documented details on Microsoft Excel, and work with accounting department to examine discrepancies. - Interview new candidates for open staff positions and demonstrated big picture to ensure the efficiency of the team in the long run.Online databases: Microsoft Excel, Oracle (CRM Student Information), Cash register, Google (Calendar, Mail, Forms) ID Card Printers, IPad (Passport Photos). Show less - Provided frontline customer service to the university by providing custom care for students, staff, faculty, and university visitors. - Handled cash register by selling music/theatre tickets, meal plans, LuteBucks for use of laundry machine, paying fines for parking tickets, dry cleaning, and replacing student ID cards. - Using Microsoft Access by inputting data to create reports for Fitness Center and providing access to students for gym membership. Create ID cards and passport photos by taking business professional pictures and printing using card reader. Operate fax machine to send and receive faxes. - Handle incoming phone calls for the entire university as the campus operator by running the phone switchboard, answer questions on the website, provide directions, and transfer calls to specific departments. - Troubleshoot student card access issues for students to access their dorms, classrooms, and the Fitness Center. - Developed problem solving skills, provide effective customer service and organizational skills, create interpersonal skills to create a safe and welcome environment for customers.Online databases: ID card printer, Oracle (CRM student information), cash register. Show less - Worked under emergency procedures to communicate information through multiple phone lines and radio from the office to the student and professional officers in the field. - Monitor the campus safety emergency and non-emergency phone lines and with strong professional customer service. - Write case reports and dispatch record notes during emergency situations used for court and by police officers when needed. - Recorded building inspections, monitor requests for escorts for students, and direct students, staff, and visitors to various campus resources when needed. Show less

  • Concierge Student Manager

    Aug 2013 - May 2014

  • Hinderlie Residence Hall Desk Worker

    Sept 2011 - May 2014

  • Concierge Desk Student Worker

    Aug 2012 - May 2013

  • Communication Officer (911 Dispatcher)

    Jan 2011 - May 2012

  • Lobby Staff Usher

    Sept 2010 - May 2011
• 

  Sears Holdings Corporation

  Jun 2011 - Aug 2011

  Men's Softlines MCA

  Assisted customers to find products, rang up customers, strong attention to detail in making sure the store represented the image of Sears to its customers, and ability to work in teams to complete projects on time.

• 

  World Vision USA

  Aug 2014 - Jul 2017

  - Provide support to department call center by handling escalated situations, answering complicated questions, attentively listen to donor concerns, and thoughtfully work to create win-win solutions to maintain the partnership. - Handle sensitive information from the international field office by sending research inquiries for donors on questions based on their sponsored children such as health and education status of the children. Communicate with field staff through staff liaisons to confirm correct procedures and clarify inquiries in the case of communication breakdown due to language differences.- Assist Customer Service Representatives in providing information on correct procedures and World Vision programs. Confirm appropriate actions and make judgement calls on decisions when necessary to provide efficient and accurate service to donors. - Send daily reports on escalated situations and workload procedures to determine the productivity of the team.Online Databases: Donor Vision / CRM, Lotus Notes (email database for international inquiries), Internal Wiki procedures & Program database, Kana (Business email database). Show less Recognized for raising additional funds and was selected to be a member of the Extra Blessing (up-selling donations at the end of phone calls) Committee: - Meet weekly to plan activities, events, and presentations to motivate and build morale on asking for donations in phone conversations to increase awareness to World Vision programs to alleviate poverty around the world. - Sent email reminders and updates on team and individual goals based on revenue performance, assist and lead team presentations to share upcoming World Vision programs to adequately explain to donors. Show less Team World Vision: - Provide information to athletes to run marathons or compete in athletic events in order to raise awareness of the Global Water Crisis in Africa and fundraise to provide solutions to build water projects such as wells.- Provide program updates, set fundraising goals, navigated their their online fundraising page, reset passwords, update account information, and send reward incentives to encourage fundraising.30 Hour Famine: - Provide information to youth pastors to host fundraising events to raise awareness for the cause of Global Hunger from local churches and youth groups. - Reorder supplies and resources to equip youth leaders, provide ideas to fundraise, offer and ship reward incentives to encourage youth groups to keep fundraising, and answer any questions on the Famine event. - Update account information on fundraising page, reset passwords, track donations.- Cold calls to acquire new partnerships by confirming commitment on existing participants and sharing the value of the program.Artist Associates: - Recruit donors on outgoing calls to volunteer for events such as Hillsong United, Jeremy Camp, and Kirk Franklin to register sponsorships. 1 volunteer brings an estimated $17,000 for the organization. Complete projects to confirm registrations and run reports to help manage world load. Online databases: Valtim (reorder materials, supplies, rewards), Donor Drive (online fundraising page), Kana (business professional email database), Donor Vision (CRM), Lotus Notes (Volunteer database). Show less - Handled incoming calls as first responder with donors by answering questions and explaining programs, and finding win-win solutions to better the organization and cater to the needs of the donor. - Provided strong customer service for cold calls by welcoming new donors, answer any questions regarding programs, update account information when Credit Card information declines, reminder calls to confirm commitment when donor hasn't made donation to reoccurring commitment.-Strong communication skills, multi-tasking, attention to detail, finding win-win solutions for escalating calls, professional and efficient service.-Cross-Trained with Associate Artists Team: Outgoing calls for volunteer opportunities for Child Sponsorship events with major artists such as Women of Faith, Big Daddy Weave, and the Harlem Globetrotters. Used Lotus Notes - online sign up database for volunteer registration.Online databases: Donor Vision (CRM-online database to store donor information), strong navigation on organization's online website, Microsoft Outlook (business professional email to communicate with team members, receive new information to pass onto donors). Show less

  • Subject Matter Expert

    Oct 2016 - Jul 2017

  • Extra Blessing Committee

    Jan 2016 - Dec 2016

  • 30 Hour Famine & Team World Vision

    Jun 2015 - Sept 2016

  • Customer Service Representative

    Aug 2014 - Jun 2015
• 

  Northwest University

  Jul 2017 - now

  Supervise and lead the Admissions Department which includes Online, Traditional, and Operations teams in meeting enrollment goals. Equip team leaders to execute on their projects, ensure accurate reporting of enrollment, and execute strategic initiatives for enrollment growth. Collaborate with team leaders on communication plan, admissions travel, and running campaigns. Provide coaching and training in sales, communication tactics, and presenting value proposition to key audiences. Lead interdepartmental collaboration to implement strategies and processes which improve the enrollment experience for students ultimately leading to enrollment and retention growth. This includes working closely with marketing leadership to set annual marketing and recruitment strategies for prospect/application acquisition and yield improvement. Collaborate with Student Financial Services and enrollment consultants on enrollment strategy and awarding scholarships. Provide enrollment reports to the Vice President of Enrollment Services through data analysis of historical, market, and demographic trends. Manage the Admissions budget and provide recommendations to CFO on maximizing the investment opportunities. Collaborate with International Admissions and Graduate Admissions on strategies, funnel management, and recruitment travel.Develop relationships with key influencers including Board and Trustee members, educators, business leaders, parents, and alumni to raise the visibility of the university in the community and help build enrollment. These include developing strategic partnerships for enrollment growth. Show less Supervise and lead the Admissions recruitment team in meeting enrollment goals and developing processes. Equip team to manage the supervision of student workers, communicate tasks, and schedule admissions travel. Provide coaching and training in sales, communication tactics, and presenting value proposition to key audiences. Lead interdepartmental collaboration to implement strategies and processes which improve the enrollment experience for students ultimately leading to enrollment and retention growth. This includes working closely with marketing leadership to set annual marketing and recruitment strategies for prospect/application acquisition and yield improvement. Collaborate with Student Financial Services and enrollment consultants on enrollment strategy and awarding scholarships. Provide enrollment reports to the Vice President of Advancement through data analysis of historical, market, and demographic trends. Manage the Admissions budget and provide recommendations to CFO on maximizing the investment opportunities. Develop relationships with key influencers including Board and Trustee members, educators, business leaders, parents, and alumni to raise the visibility of the university in the community and help build enrollment. Demonstrate public speaking through leadership of campus visits and events. Show less Manage the Admissions recruitment team by admitting and enrolling students to Northwest University. Communicate in detail the tasks and objectives for the week, ensuring leads are outreached and nurtured towards matriculation. Collaborate with recruitment team to develop recruitment plans and outreach strategy. Analyze historical trends and data analytics to optimize for more strategic and effective outreach. Coordinate with Marketing on positioning the value propositions of the university. Developed email campaigns to target specific audiences to provide uniquely tailored messages and communicate value.Meet weekly with enrollment leadership and financial consultants to track enrollment numbers in meeting goals. Coordinate with the Operations team on mailings, accessing accurate admissions reports, and track productivity of campus visits and admissions travel. Show less Manage portfolio of students and help them through the admissions process. In addition to the duties of an Admissions Counselor: - Coordinate with Admissions Leadership to develop the communication plan for the Admissions counselors. Developed different segments and audiences with the eye for increasing and maintaining a healthy number of students to enroll. - Based on historic data, develop goals based on territories for applicants and prospective students. Helped motivate the team to meet their admissions goals.Supervise the student Ambassadors in the Admissions office: - Delegate tasks to ambassadors to build positive rapport with prospective students. Ensure current students make resources to adequately communicate to prospective students the value of the Northwest University community experience.- Develop and mentor ambassadors holistically so they're well prepared for the workforce post graduation - building resumes, mock job interviews, and networking for job placements. Show less - Manage portfolio of perspective students by answering inquiries, follow up via emails, texts, and phone calls. - Manage communication through the entire admissions process by persuading application completes, answering questions about their financial aid package, and communicate the value of the institution. Meet with perspective students, on and off-campus events for individual and large group visits in order to build rapport to create a positive and welcoming experience. - Coordinate with local high schools and college fairs to actively promote the university through booth and classroom presentations. Represent the mission, culture, and values of the university, and be able to adequately explain programs, features, and costs to students, parents, and counselors. Use the CRM, Salesforce, to document conversations and manage key insights on the relationship with the student as they're deciding on their college choice. Through the CRM, review applications of students and determine whether they would be prepared and excel in the university level. Show less

  • Senior Director of Admissions

    Apr 2023 - now

  • Director of Recruitment

    Feb 2022 - Apr 2023

  • Assistant Director of Recruitment

    Nov 2019 - Feb 2022

  • Senior Recruitment Coordinator

    Jul 2019 - Nov 2019

  • Admissions Counselor

    Jul 2017 - Jul 2019