Embedded Files
Ed Plus at ASU Team Projects
Team Recognition, Development, and Quality Initiatives Across Military Coaching Teams
Team Recognition, Development, and Quality Initiatives Across Military Coaching Teams
I led several initiatives that significantly enhanced team recognition, communication quality, training consistency, and overall team cohesion across the military coaching teams.
To strengthen team culture and morale, I facilitated the development of a "Peer of the Month" recognition system, designed to be entirely peer-led. This initiative empowered team members to nominate and vote for peers they wanted to acknowledge, fostering a deeper sense of camaraderie and ownership. Individuals shared specific reasons for their nominations, creating a positive environment where contributions were recognized and celebrated. This initiative was later expanded military team-wide, uniting all three teams in a shared culture of recognition and appreciation. As part of this evolution, we also rebranded the Bravo Awards to "Military Mentions" to promote inclusivity and reflect the collective identity of the teams.
Listening Parties - Call Calibrations
Listening Parties - Call Calibrations
To drive quality assurance and professional development, I designed and implemented a Call Calibration pilot program. This began with Team Bravo, where I identified key calls and developed the Standard Operating Procedures (SOPs) and protocols for the program. The pilot united all three military teams in cross-team call calibration sessions, ensuring a consistent approach to call quality, communication training, and customer service standards. Structured feedback sessions and targeted training helped improve communication strategies, elevate service quality, and support the professional growth of our team members. The program emphasized building strong, personalized connections with students, ensuring clarity in conversations, and reinforcing effective follow-up practices—contributing to a more cohesive and impactful enrollment experience for prospective students.
To further strengthen team cohesion and competency, I created and delegated Short Burst Learning segments across the military teams. I strategically identified developmental opportunities and empowered team members to lead and facilitate these learning sessions. This initiative fostered a unified approach to supporting our learners, encouraged shared best practices, and helped develop a collaborative, high-performing team environment.
These initiatives collectively enhanced our team performance, communication quality, recognition culture, and professional development, setting a strong foundation for continued success across the military enrollment teams.
ASU Departmental Projects
Thought Leadership - Study Hall Expansion (Enrollment Strategy)
Thought Leadership - Study Hall Expansion (Enrollment Strategy)
I was given the opportunity to contribute to the expansion of the Study Hall initiative, specifically focusing on the enrollment strategy and student interaction with our enrollment team. This project allowed me to provide thought leadership around how we can better engage and support a non-traditional learner population, ultimately aiming to increase conversion rates and help reach our overall enrollment goals.
My role centered on evaluating the learner journey from initial interest to enrollment, and identifying how our team could best connect with Study Hall participants in a way that feels personalized, supportive, and responsive to their unique needs. I collaborated with cross-functional partners to develop outreach and communication approaches tailored to this audience, ensuring that our coaches are equipped with the tools and messaging needed to effectively guide these learners through the enrollment process.
This initiative allowed me to bring forward ideas on improving the handoff between study hall and enrollment, creating more seamless touchpoints and enhancing the overall student experience. My contribution supports a broader commitment to inclusive, student-centric enrollment practices, and helps set the foundation for long-term success in engaging diverse, non-traditional learners.
Thought Leadership - Providing Expert Insights Based on my Experience
Thought Leadership - Providing Expert Insights Based on my Experience
I was honored to be invited to contribute to a nationally recognized article in U.S. News titled "4 Things Veterans Choosing an Online Degree Program Should Consider." This opportunity allowed me to share professional insights drawn from my extensive experience working with veteran students in higher education.
In the article, I offered guidance on key factors veterans should consider when selecting an online degree program—such as evaluating military-friendly institutions, understanding the transferability of military credits, ensuring access to support services, and aligning educational goals with career pathways. My contributions were rooted in years of experience supporting veteran learners through the admissions, enrollment, and student services processes, as well as through my involvement in outreach and community engagement with military populations.
Participating in this publication was not only a privilege but also a meaningful way to extend my commitment to advocating for veteran students, ensuring they are well-informed and empowered to make decisions that best support their academic and professional success.
Behavior Based Call Evaluation
Behavior Based Call Evaluation
I served as an equal contributor within a leadership team focused on developing a collaborative, behavior-based call evaluation form. This new initiative was designed to enhance coaching effectiveness, provide more targeted and actionable feedback, and ultimately strengthen the overall learner experience at the Success and Enrollment Center.
The project aimed to shift away from purely metric-driven evaluations and toward a more holistic, behavior-focused approach—emphasizing key coaching moments, student engagement techniques, and communication strategies that drive success. Our work was grounded in the belief that empowering coaches with clearer behavioral expectations would not only improve call quality, but also help build a stronger team culture and boost morale.
This collaborative effort resulted in the successful launch of our new PSA evaluation process, setting a new standard for call reviews and elevating the coaching and development framework across the department.
Previous Professional Projects
Community Engagement and Professional Speaking
Community Engagement and Professional Speaking
In my role within higher education, I successfully led community outreach and public communication efforts on active military bases and within surrounding communities. By engaging with military personnel and their families, I fostered strong relationships, ensuring they had access to educational resources tailored to their unique needs. My public speaking skills allowed me to clearly convey complex academic information, making it accessible and relevant to military audiences. I organized and participated in events, collaborating with military leadership to address the educational goals of service members, ultimately enhancing the presence and impact of higher education within these communities.
Thank you for checking out samples of my professional work projects and initiatives, as shown below. If you would like to see more samples of my work, please connect with me here.
Page updated
Report abuse