Shireen Steenberg

Experience

• 

  Exigent Global

  Feb 2009 - Mar 2014

  Office Administration
• 

  DAV Professional Placement Group

  Mar 2014 - Oct 2018

  • Specialist Consultant - Financial Markets

    Apr 2018 - Oct 2018

  • Office Administrator / Typist

    Mar 2014 - Apr 2018
• 

  2U

  Oct 2018 - now

  Quality Assurance, Coaching & Training• Responsible for the onboarding and training of new EOS members.• Assist EOS manager with updating training resources and SOP guidelines.• Create materials and host quarterly training around team best practices or general team-wide coaching/training opportunities.• Oversee and provide quality assurance for communication and interactions with internal customers - report regularly to Manager and Sr. Manager on findings and progress.• Define and create portfolio specific training and identify training needs within the team.• Continually monitors team processes and training guides to ensure all materials are up-to-date and compliant.• May be required to act as 2IC when Manager is on PTO.Operational Excellence• Manages the intake and assignment of all tickets submitted to the Enterprise Operations Service Desk (EOSD).• Assists with reporting on EOS team performance via creation and management of JIRA dashboard tools and other feedback/assessment tools.• Responsible for completing JIRA Project tickets in collaboration with the EOS team.• Provides assessment of critical ticket situations and determines when escalation is required.• Assist with the occasional presentation team huddles across the division. Show less • Providing administrative support for the Student Success, University Services and Placement teams by performing various tasks related to student retention. Examples include manually enrolling students in courses, ensuring data accuracy between internal systems and university systems, creating placement objects and ensuring all students have conference lines attached to their classrooms • Communicating effectively in both written and verbal forms to both internal & external stakeholders. Providing regular scheduled communications and program deliverable updates. Provide assessment of critical situations and determine when escalation is required• Monitoring & reporting on student behavior through tracking attendance, classroom login activity, and grades, escalating through appropriate channels when necessary• Troubleshooting basic technical issues in the LMS and/or other University systems in accordance with all university policies Show less

  • Senior Enterprise Operations Specialist

    Oct 2020 - now

  • Enterprise Operations Specialist

    Oct 2018 - Oct 2020