Joy Carlson

Experience

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  Sports Authority

  Jan 2004 - Jan 2006

  Executive Assistant for SVP and VP of Real Estate

  Assisted SVP and VP of Real Estate by managing their schedules, travel plans, calendars, expense reports, and meeting coordination. Responsible for coordinating all aspects of the Real Estate Committee Meeting for the top executives. Created and updated various reports on Real Estate related information. Requires knowledge on Microsoft Excel, Word, and Power Point. Responsible for answering calls and greeting all guests. Handled details of confidential nature and performed administrative functions. Requires broad knowledge of corporate operations, discretion and technical skill. Monitored GL and Work Comp claims on a daily basis. Monitored all new store openings and sent out all pertinent Risk Management paperwork and information. Assisted in all special projects. Show less

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  Xerox

  Oct 2007 - Dec 2014

  Customer Care Manager/Team Leader

  • Consistently exceeded enrollment goals for the assigned target recruitment area through effectively managing enrollment teams. Team/s evaluated each prospective student based on needs, desires, interests, qualifications, motivations, and commitments, in compliance with all school and company policies and procedures• Thoroughly and accurately present information to prospective students regarding the school’s programs and tuition fee, schedules, refund policy, payment plans, and other college policies and procedures that involve student• Assist in developing a recruitment / communications plan and recruit new students for the institute• Grant exceptional assistance in developing and maintaining admissions office’s recruitment and marketing plan to successfully promote college’s visibility and general recruitment efforts• Increased employee performance by conducting coaching sessions and developing individual performance plans. • Accurately develop and monitor statistical reports to efficiently develop recruitment strategies, yield management, forecasting, and operational efficiency• Grow and maintain relationships with academic institutions, corporations, and community partners. • Work collaboratively with partners to develop and implement solutions to increase performance and exceed performance goals. Show less

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  Independence University

  May 2015 - Sept 2015

  Admissions
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  Grayter Business Solutions

  Sept 2015 - Sept 2017

  Operations Manager

  • Executed business plan to recruit, hire, train, coach, mentor and motivate virtual consultants for increased operations quality and efficiency, driving value added consultative interaction with customers.• Managed day-to-day operations, payroll, performance evaluations and department communication - providing detailed production analysis/reports to senior executive team• Provided key leadership with detailed reports on compliance, quality and process improvements, while enhancing SLA delivery, KPI production metrics and client conversions.• Monitored calls for compliance, training, quality and process improvement – using KPI metrics to measure production quality in key areas of talk time, contacts, interviews and applications – increasing consistency of client conversions.Responsible for conflict resolution and maintaining a culture of excellence, with continuous focus on improvements within the organization. Show less

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  U.S. Bank

  Apr 2018 - now

  Customer Service Team Manager - Officer