Crystal Foster Jones

Experience

• 

  Gorman, Sheatsley & Company

  Feb 2006 - Aug 2006

  Secretary

  * Organize and maintain docket and case files.* Summarize bankruptcy information and input data.* Responsible for the preparation and filing of various correspondences, motions, and proposed orders.* Schedule and prepare for depositions, hearings, conferences, and mediations.* Explained bankruptcy paperwork to new clients.* Responsible for all incoming phone calls.* Completed confidentiality course for their insurance company. * Experience in handling confidential paperwork.* Ability to take accurate phone messages and deliver messages promptly.* Ability to type from transcription. * Ability to search applicable case law. * Notary Public. Show less

• 

  Mountain State University

  Nov 2007 - Sept 2011

  Manage and direct all aspects of incoming and outgoing call center operations.Manage Online Enrollment Coordinators and Switchboard Operator directly and directed their activities for achievement of call center targets and goals. Manage the overall performance analysis of existing programs.Develop and supervise a team of representatives and prepared their performance reports.Monitor team performance to ensure that call center goals are met and supporting call center quality and training efforts.Measure and demonstrate the group productivity as well as individual's reports related to budget outcomes.Identifying and articulating reporting requirements, which include targets, specific data, and anticipated outcomes.Identifying, recommending and supporting the implementation of various programs for the improvement of call center processes.Promoting sales culture that encourages and ensures the staff satisfaction.Implements and reviews call center policies and procedures.Develops and monitors quotas for service volume and timeliness.Motivate Online Enrollment Coordinators to achieve high performance.Designed training manual for new lead management system.Monitor calls for quality assurance.Recruiting of new personnel.Report and outline outcomes of Pay per Click leads. Show less • Responsible for follow-up and lead management of all inquiries, applicants, and enrolled students for assigned programs.• Track students on spreadsheets for follow-up, maintenance, and reporting purposes.• Assist student with information on outside resources to fund their schooling.• Provide excellent customer service and confidentiality of student records following FERPA guidelines.• Work with supervisor to ensure integrity of enrollment processes both for the Enrollment center and other departments.• Maintain and promote a team spirit within the Enrollment center.• Provide programmatic reports as needed or requested.• Coordinate with supervisor additional training that will enhance job performance.• Monitor student re-enrollment for retention efforts of specific programs. • Created inquiry and application emails for new students. • Created checklists for the start of classes for online programs. • Continuously met budget requirements for programs.• Send welcome emails to all new inquiries and applicants • Input new inquires into Jenzabar and give contact information for their enrollment coordinator.• Prepare reports for upper level staff for retention and marketing.• Develop easily accessible information for students; i.e. checklists, registration emails, inquiry emails, application emails.• Work with advising and registration to ensure timely registration of students• Update supervisor of prospective students and any issues that arise with getting them enrolled• Run Infomaker reports for enrollment each term• Recruiting of students at different locations throughout the state.• Assist with interviews of new employees for Call Centers.• Build and maintain relationships with students. • Train new employees on procedures such as Jenzabar, Infomaker, etc.• Act as lead in manager’s absence.• Assist other Enrollment Coordinators and staff with problems that arise. Show less

  • Call Center Coordinator

    Nov 2007 - Sept 2011

  • Online Enrollment Representative

    Nov 2007 - Dec 2010
• 

  ResCare

  Sept 2011 - now

  Monitors Operations to ensure compliance with contractual, legal and regulatory requirements. Leads risk management efforts, eg: worker’s compensation, incident reports, safety meetings, fire drills, physical plant and vehicle maintenance.Oversees the audit process to assure compliance with licensure regulations. Implements company and state quality assurance programs.Enforces company rules, regulations, policies and procedures.Leads and monitors all Best In Class initiatives for assigned area.Promotes and maintains an environment that supports the dignity, respect and fair treatment of employees and persons served.Monitors consumer activity to ensure maximum attention to consumer rights, protection and safety.Monitors the implementation of fiscal processes and loss control programs to ensure appropriate allocation and use of financial resources. Ensures revenues are maximized through data collection, documentation and billing.Ensures appropriate staffing to minimize overtime.Conducts all business transactions in an ethical manner without conflict of interest or unjust personal gain.Oversee/participate in the hiring process of all assigned positions.Fosters positive relationships with external customers. Maintains effective communication with all internal and external customers.Develops internal and/or external business per strategic plan. Creates a learning atmosphere, reassures and encourages improved performance. Provides timely coaching, identifies successes and areas for improvement. Rewards good performance and promotes employee recognition. Delegates tasks or responsibilities for the purpose of developing others’ abilitiesProvides leadership in developing and implementing solutions.Adheres to established company policies and procedures and supports all programs.Sets appropriate performance goals for staff.Makes effective use of time, materials, and resources by planning, scheduling, and organizing work. Show less

  • Business Manager

    Jun 2016 - now

  • Residential Director, Waiver

    Sept 2011 - Jun 2016