Jessica Sylvester

5813 S Kachina Dr Tempe, Arizona 85283 Jessica.sylvester@phoenix.edu

Education
Bachelor of Social Work, May 2007
Arizona State University, Tempe, Arizona
Deans List: Fall 2006 and Spring 2007
Master of Business Administration, November 2011
University of Phoenix Online, Phoenix, Arizona
Certificate in Project Management, June 2014
University of Phoenix, Phoenix, Arizona
Master of Arts in Adult Education, Expected Graduation Date: August 2016
University of Phoenix, Phoenix, Arizona
Professional Experience
University of Phoenix, Phoenix, Arizona
Student Services Manager, October 2008 Present
Manger of academics, finance, and admissions for Continuing Education; Single Course,
Professional Development, and Continuing Teacher Education programs
Lead, coach, and develop, team of Student Services Counselors, to accurately advise
students and provide exemplary customer service
Create and implement new projects, ideas, policies and procedures to positively
develop and expand profits, retention, and student scope of Continuing Education
Set department vision and goals, and keep staff accountable to all organizational goals
Implement business strategies with staff, and share divisional goals by leading both
department and team meetings
Act as liaison between continuing education and other departments on a daily basis, to
ensure smooth business processes and aligned polies and procedures (i.e. accounting,
office of admissions and records, classroom operation, Apollo Professional Sales, etc.)
Partner with Apollo directors to develop special projects involving continuing education
(i.e. UOP Self-Service/shopping cart, RockIT Boot Camp, HBCU school partnerships,
Apollo Professional Sales, etc.)
Facilitate in person and virtual workshops for employees, maximizing time, productivity
and the effectiveness of learning as the primary outcome
Appointed to be on UOPX Student Discipline Review Committee to review the judgment
of the Ethics committee and determine if decisions are arbitrary or capricious. Student
violations include anything form academic dishonesty to behavior misconduct.
A member of the Academic Implementation Council, to review all new or revised
policies and curriculum, and how/when will be released to each college
Chosen to conduct behavioral based interviewing for the department of academics;
responsible for interviewing and selecting new employees for the organization.
Student Services Counselor- Team Lead, July 2007 October 2008
Academic, finance, and admissions counselor for Continuing Education; Single Course,
and Continuing Teacher Education programs
Admissions of online associates, bachelors, and masters students
Provide exemplary academic advisement and seamless student customer service
Diligent account management and financial advisement of all students
Created and presented online training, What is an SSC Big Picture/Time
Management to the department

 Implemented training for all Enrollment Advisors to refresh on the School of Continuing
Education Military policies and procedures
Provided excellent customer service and support to all online students to ensure a
positive student experience
Excelencia Elementary School, Phoenix, Arizona
School Social Worker, August 2006 May 2007
Provided counseling services and crisis management for students ages 5-15
Developed curriculum, service, and behavior plans for each client
Services provided via large classroom setting, as well as individual and small group
settings
Facilitate communication and coordination between clients, families, school employees,
and other services
Brokerage and recommendation to outside services and resources within the
community
Home visits to accurately assess student home environment
Professional Certifications and Adult Education/Trainings
Adult Education Certificate, April 2016
Arizona Department of Education
Adult Education/Trainings, October 2008 Present
University of Phoenix, Phoenix, Arizona
Developed curriculum, learning modules, and organizational training materials
Facilitated and delivered in-classroom, web-based, and teleconference trainings to
adults employees within my organization on the below topics;
Financials:
Military
Direct Bill
Authorization to Charge Policy
Tribal Funding
Academics:
University Admissions
Prerequisite Evaluations
Placement Testing
Customer Service:
Internal customer service
Interdepartmental relationship building
Teamwork
External customer service
Rapport and discovery
New Student Engagement
Overcoming Objections
Conflict Resolution