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Focused – Dedicated – Solutions Driven – Detail Oriented – Ambitious – Innovative – Dynamic – Enthusiastic – Reliable – Assertive – Consistent – Determined
Luis Cardona73 River Bluff Rd, Elgin, IL 60120(630) [email protected]
Analytics and reporting with an emphasis on project management and strategy8 years of experience in a highly regulated proprietary education industry. The primary focus is on managing a call center staff, federal regulations and providing executives with reporting and strategy action plans for overseen teams. Strengths include mastery in call center management, loan servicing, Avaya VOIP, predictive dialer programs, SAS Crystal Reports, people management, data mining, data management, maintaining knowledge of Federal regulations and CRM.
EDUCATION, PROFESSIONAL REGISTRATIONMSM, I/O Psychology — Capella UniversityMBA, Project Management — Capella UniversityB.S., Accounting — Colorado Technical University
PROFESSIONAL EXPERIENCEData Analyst, Loan Planning and Accounts 06/2011-PresentCareer Education Corporation, Schaumburg, IL Provide Analytics and Reporting to VP and Executive Leadership for 80
campuses/locations. Business units Default Management, Customer Accounts and Marketing. Responsibilities include or require the use of:
o SAS Crystal Reportingo SQL Data Miningo Microsoft VBAo Forecastingo Recidivism Rate Reportingo Vintage Reportingo Strategy Initiativeso Data Interpretation and Presentationo Automating Reporting Processeso Vendor Management and QAo Ad Hoc Reporting
Provided Operational Analytics, Process Improvements and UI tools for Directors and front line Managements for Business units: Default Management, Customer Accounts, Cash Management and Sales. Responsibilities include or require the use of:
o Vendor Management and QAo Automating Staff Performance Reportingo Identifying and Automating output of Customers for CRMo Predictive Dialer Strategy and Performance Managemento Develop QA Toolso Develop UI Tools for front line staffo Assist with Staffing Modelso Managed Special Projects
Lead Loan Coordinator, Loan Planning and Accounts 2008-2011Career Education Corporation, Schaumburg, IL
73 River Bluff Rd ● Elgin, IL ● 60120 ● (630) 621-6466 ● [email protected]
Focused – Dedicated – Solutions Driven – Detail Oriented – Ambitious – Innovative – Dynamic – Enthusiastic – Reliable – Assertive – Consistent – Determined
Conducted monthly Quality Assurance for 5-10 staff members Trained and coached team on position expectations and led them to
meet required metrics. Assisted management on metric planning and one on one discussions Utilized CMS and AVAYA systems to provide team with statistical
feedback Partnered with department Manager and Director on system
enhancements and process improvement initiatives, gave recommendations, identified issues, increased team productivity while reducing errors
Developed and executed student outreach through phone, email and text messaging
Regularly handled call escalations from students Managed and maintained a dialer system to ensure efficient outreach
Family Teacher II 2004-2008Mooseheart Child City and School, Mooseheart, IL Managed and taught social skills to 8-10 youths in a residential setting Trained and certified faculty and staff in CPR Developed care plans and behavioral strategies for at risk youths and
assisted with medication plans Played a key role in developing good relations between monetary
sponsors and administration, which ultimately increased funding for the non-for profit organization
73 River Bluff Rd ● Elgin, IL ● 60120 ● (630) 621-6466 ● [email protected]
