Martha Cross111 Lukens Mill DriveCoatesville, PA 19320 MarthaACross@aol.com Cell: 484-356-7525

Dedicated professional with 12+ years of experience who has gained knowledge and understanding of the administrative roles and responsibilities expected of a leader. Consistently building a wealth of knowledge and adding experiences that fuel passion for success.

Committed to providing a customer-focused atmosphere; encourage a shared, enthusiastic commitment to customer service as a key driver of organizational success. Lead by example and ensure all customers receive high quality service.

Areas of Expertise Process Management Team Building & Development Customer Service Supervision

Creating and Analyzing Reports Counseling Time Management

Problem Solving Organizational Skills Relationship Building

Education DREXEL UNIVERSITY — Philadelphia, PAMA Higher Education Administration and Organizational Management Concentration in Enrollment ManagementThesis Topic: “Process Audit of Middle State University’s Return of Title IV Funds Program”

ELON UNIVERSITY — Elon, NC BA Psychology

Professional ExperienceDEVRY UNIVERSITY — Fort Washington, PA 05/13 to 05/16

Manager, Student Central- Philadelphia Metro, 11/14 to 05/16

Promoted to a member of the Executive Leadership Team. In conjunction with the responsibilities of the Manager, Student Finance role, the following duties were added: Responsible for the overall processes, training, evaluation and support for the Student Central Department, which

include front desk support, financial aid & academic advising, and registration. Manages the day to day operations and handling of all student escalated issues, as well as assessing and

measuring the effectiveness of services provided. Establishes and promotes world class customer service practices and processes to assure high student satisfaction

levels; Evaluates and reviews current customer service practices and processes and implements actions for improvement.

Assures successful and efficient processes and outcomes for DeVry University in areas of persistence, start rates, customer satisfaction, accounts receivables, and others; Establishes mechanisms for tracking, reporting, and assessing outcomes for each team and individuals.

Assesses performance for assigned Student Support Advisors and Operations Support Coordinators, provides timely follow-up on any developmental needs through the performance management system.

Notable Accomplishments: In one year, was able to increase our student persistence rate by 5%. For FY16, the Philadelphia metro was

recognized as the furthest ahead of total persistence plan (for UG & GR). In FY16, continuously met and/or exceeded Key Performance Indicators, specifically Student Persistence and

Average Credit Hour.

Manager, Student Finance- Philadelphia Metro, 05/13 to 11/14 Manages the Student Finance staff for the campuses within the Philadelphia metro region which services

undergraduate and graduate students. Directly responsibility for the management of the federal work study program and PHEAA State Grant and Special

Programs for all DeVry Pennsylvania locations.  Coordinates all financial literacy initiatives for our current students and alumni. Ensures audit compliance with University and government regulations, including Title IV & VA Benefits Contributes to the development of the annual departmental plan and designs a weekly, monthly, and quarterly list

of priorities to measure performance. Takes lead role in providing coordination and training in the implementation of an effective customer service plan;

works closely with all departments, including Admissions, Academics, Registrar and our Home Office in assuring positive student experiences.

Notable Accomplishments: Conducted a process audit for our administration of the PHEAA State Grant certification process. Identified areas

for improvement, and created new Standard Operating Procedures. In the last audit, there were zero findings.

WEST CHESTER UNIVERSITY — West Chester, PA 02/08 to 05/13

Assistant Director of Financial Aid, Scholarship Coordinator, 5/09 to 5/13 Supervises performance and outcomes, as well as provides coaching and training, for front line customer service

staff Uses Crystal Reports to analyze and monitor staff performance and identify trends in customer contacts Administers all WCU scholarships from restricted funds, private scholarships from outside sources, and merit-

based programs through PHEAA- approximately $4 million in awards Committee Chair for WCU merit scholarship program, including the awarding of WCU scholarships to incoming

students (works with the Admissions staff to identify qualified scholarship applicants); notifies recipients of scholarship offers and records acceptances

Serves as liaison with the Advancement Division and the WCU Foundation to ensure awarding of all available funds, facilitates information flow between donors and recipients, and serves as the contact person for inquiries from Advancement and the WCU Foundation

Reconciles yearly PHEAA special program funds received and disbursed with the University’s Restricted Funds records; Reconciles each semester all other scholarship programs to ensure all funds received and disbursed are accurate

Responsible for the administration of the Return of Title IV funds process; makes certain the University adheres to all federal regulations that pertain to R2T4

Notable Accomplishments: Conducted a process audit, in which the information collected was used to modify our Return of Title IV funds

process, bringing the University into federal compliance. Restructured scholarship processes, by improving communications with the Advancement Division and the WCU

Foundation, ensuring all restricted funds were awarded based on criteria. Also created a more streamline process for awarding merit scholarships, increasing notification time to students by at least two weeks.

Assistant Director of Admissions and Financial Aid, 2/08 to 5/09 Responsible for a recruitment territory consisting of several counties in Central Pennsylvania; Traveled to targeted

high schools to provide presentations to students; represented WCU at college fairs and night programs; supported out-of-state recruitment initiatives by traveling to New York, Delaware, New Jersey, and Maryland and conducted high school visits and attended college fairs

Cultivated positive relationships with high school guidance staff and community college counselors

Responsible for our high volume of transfer applicants; Managed and maintained decisions regarding all transfer applicants

Provided support and built relationships with prospective students by assisting walk-in families, answering telephone calls, electronic mail, and requests for information from freshmen, international, and transfer applicants

Counseled students and families regarding financial aid options and provide problem solving strategies Conduced financial aid presentations and information sessions during open houses, orientation days, organization

programs, etc

UNIVERSAL TECHNICAL INSTITUTE — Exton, PA 12/04 to 2/08

Admissions ManagerPromoted to a management position to collaborate with the entire admissions team and campus president to produce interest in our programs and ultimately enrollments for the institution. Fostered an environment in which students and families enjoyed high levels of service. Supervised performance and outcomes, as well as provided training, for admissions customer service team

(including receptionists, tour coordinator, and enrollment processor) Managed the coordination and implementation of all campus special events and recruiting events, both on campus

and off campus (college fairs, open houses, high school and individual tours, community events, out-of-state events)

Acted as liaison between Admissions and Student Services/Financial Aid to ensure quality customer service and increased student retention

Assisted Director of Admissions in creating and analyzing lead, enrollment, start, and retention reports using company’s student database system

Created the Campus-wide Matrix used to measure key performance indicators