Donna J. Robino
Clarks Summit
Summary
Dynamic Student Advocate with extensive experience at Penn Foster, specializing in data-driven decision-making and compassionate support. Successfully enhanced student experiences by implementing innovative solutions that improved educational processes and satisfaction rates. Proficient in networking and Microsoft Word, leveraging these skills to foster impactful relationships and facilitate effective communication. Committed to continuous improvement in student advocacy and support initiatives.
Overview
15
15
years of professional experience
Work History
Student Advocate
Penn Foster
05.2019 - 01.2025
- Advised students on course selection and degree requirements.
- Prepared students for later educational experiences by encouraging to explore learning opportunities and persevere with challenging tasks.
- Addressed student concerns related to academic progress and financial aid.
- Provided crisis intervention to students dealing with difficult situations at school.
- Provided guidance and support to students in navigating the academic process.
Senior Student Advocate
Penn Foster
03.2017 - 05.2019
- Support Student Advocates in real time as they engage with our students.
- Support is given by phone, Slack, and one-on-one communication.
- Process improvement through education is my primary focus, by information sharing.
- This is augmented by an inclusive and positive attitude.
- Following up with a Student Care Representative after the call, as warranted.
- I also engage in separate project work as needed, ranging from meeting with investigators, processing paperwork as assigned, enrollment verification, and processing storms.
Student Care Representative
Penn Foster
03.2015 - 03.2017
- Handle inbound student support calls
- Make outbound calls as necessary
- Resolve student problems/complaints concerning shipments, payments, exam inquiries and other student service issues
- Keep abreast of changes in policies and procedures through active participation in training programs and interdepartmental communications
Admission Specialist
Penn Foster
12.2009 - 03.2015
- Aid students in person and via phone with questions regarding course registration.
- Explained school policies and enrollment process to students and families.
- I also had the opportunity to participate in many projects, including collecting overdue accounts for the High School Department.
Education
GED -
09.2009
Skills
- Advocacy and representation
- Data collection and interpretation
- Networking and relationship building
- AS400
- Computer
- Microsoft Word
Phone
cell, 570-690-1119
Summary Of Strengths
10 years of experience with departmental systems, such as AS/400, Company Intranet, as well as Microsoft Outlook and Microsoft Word., Extensive knowledge of programs and company policy and remain current with changes to information pertinent to the position., Deals with internal and external customers at all levels via telephone and email, to ensure successful communication via actively listening and probing questions., Resolves issues independently, seeking to find appropriate resolutions according to departmental policies while maintaining respect for the student., Enjoys sharing knowledge and encouraging development of others to achieve specific team goals., Follows schedule use time effectively to reach daily goals.
Timeline
Student Advocate
Penn Foster
05.2019 - 01.2025
Senior Student Advocate
Penn Foster
03.2017 - 05.2019
Student Care Representative
Penn Foster
03.2015 - 03.2017
Admission Specialist
Penn Foster
12.2009 - 03.2015
GED -
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