resume

2023 Resume | PDF Version

EXPERIENCE

Wiley University Services

Sr. Quality Coach | July 2022–Present

  • Develop and coordinate strategies for growth and success in a virtual office and customer-facing-employee roles, including 1:1 coaching, peer-to-peer development, group sessions, written feedback, and training.
  • Audit data for growth, trends, and opportunities; develop enhancements to training materials as needed to enhance the overall customer experience. Utilize reporting, call recording, written transcripts, and analytics solutions to measure opportunities with quality performance.

Quality Coach | December 2020–July 2022

  • Cultivated customer-facing representative growth and development through one on one coaching and written feedback.
  • Implemented coaching strategies for effectively meeting objectives, including employee 1:1s, peer-to-peer development, group sessions and presentations, monitoring and auditing data, mentoring, and training.

Enrollment Counselor | April 2019­–December 2020

  • Engage prospective students considering enrolling at one of the Wiley Partners Schools. Facilitate student enrollment into Partner School, mentoring students through the application process and into registration/enrollment.
  • Responsible for maintaining student contact levels, demonstrating high level of product/program knowledge, and providing educational opportunities to qualified students.

Orange County Library System

Youth Outreach Coordinator | 2017–2019

  • Engaged community—including families, schools, and businesses—to become ambassadors for and patrons of the Orange County Library System.
  • Built partnerships with local, state, and national businesses, organizations and groups to ensure growth and success of Youth Services programs, contests, events, and campaigns.
  • Managed solicitations and year-round engagement strategies and campaigns to retain current and attract new partners in order to support Youth Services programs and campaigns.
  • Worked collaboratively with staff to meet annual donation and engagement goals.

George Mason University

Graduate Assistant | 2014–2017

  • Developed and instructed four sections of English 101/Composition.
  • As a tutor, led face-to-face and digital tutoring sessions with undergraduate and graduate students, as well as recurring appointments with students from the ESL Opt-In tutoring program. Managed rotating projects, including Writing Center advertising guidelines and workshop redesign.

Deep Center

Director of Programs (2014) | Programs Manager (2011-2013) | Volunteer Coordinator (2009-2011)

  • Responsible for success of the Young Author Project, Writing Fellows program, and the Education Fellows program. The Young Author Project was a free, afterschool, creative writing workshop for middle grades students. It was named a finalist for the National Arts & Humanities Youth Program Award in 2013 & 2014, and our 2014 programs went on to win the award in 2015.
  • Developed and oversaw the Deep writing mentorship program, the Writing Fellows, resulting in higher quality of service & volunteer retention.
  • Created and implemented new systems for program development and sustainability, including recruitment strategies and professional development opportunities which led to a higher rate of volunteer retention.
  • Directed publication of Deep’s writing curriculum, The Cure for IDK, and managed designers/illustrators for bi-annual publications and all in-house projects. Oversaw the publication of nearly fifty anthologies of student writing.

eMarket South

Social Media/Content Manager | 2009–2010

Tidbits Media, Inc.

Design Manager/Lead Writer & Editor | 2008–2009

Education

George Mason University | M.F.A. Creative Writing, Fiction | 2017 | 4.0 GPA | Thesis Fellow (Fiction) 2016-2017 | Shelley A. Marshall Award, 2016 | Phoebe Literary Journal: Assistant Fiction Editor, 2015-16; Fiction Editor, 2016-17

Savannah College of Art & Design | B.F.A. Motion Graphics | 2007 | 3.4 GPA | Minors: Creative Writing; Graphic Design | Broadcast Design & Motion Graphics Club Vice President & Print Coordinator | Short-story “Everyone Follows Slowly” published in SCAD literary journal, Artemis.

Additional work history available at linkedin.com/in/heybates

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