Dylan Charles has over 5 years of experience coordinating academic support programs at the University of North Florida. As Program Manager of the Supplemental Instruction program, he increased participation by 200% through targeted marketing and improved procedures. He also tripled the program's budget to $300,000 within 3 years by presenting data reports to administrators. Previously, he held roles as Office Administrator and Peer Tutor, designing training manuals and tutoring students in various subjects. Charles holds a Master's in Public Administration and Bachelor's in Psychology from UNF. He has presented his work at conferences and is involved in his university's sustainability committee.

1. Dylan Charles
dylanacharles@gmail.com ● (980) 213-5959
WORK EXPERIENCE
University of North Florida (UNF) August 2015 – Present
Program Manager Jacksonville, FL
 Coordinates the university’s SupplementalInstruction (SI) program, an internationally recognized support
program wherein academically-gifted students are employed to develop lesson plans and lead organized study
sessions for historically-difficult courses
 Developed new training manual and regiment to fit organizational needs by performing literature review of
comparable services
 Conducted SWOC(T) analysis that led to increased program cost-effectiveness and employee retention through
program policy changes
 Designed multiple workshops focusing on developing best practices and increasing program participation
 Increased program usage by 200% (measured in number of visits) since entering role in 2015 through targeted
marketing campaigns, building stakeholder relationships, designing surveys with Qualtrics Survey Tool, and
improving quality control procedures, while maintaining a student satisfaction rating of 95-98%
 Secured recurring funding after one year and tripled program budget to $300,000 within three years through
cost-benefit analysis and presenting data reports to university administrators using SPSS and MS Office Suite
 Manages up to fifty students per semester while being responsible for all interviewing, hiring, training,
professional development, and termination procedures as the sole program coordinator
University of North Florida (UNF) August 2014 – August 2015
Office Administrator- First Year Advising Office Jacksonville, FL
 Collaborated with other university offices to coordinate intake of several hundred students per week
 Designed position training manual utilizing university content management system with an emphasis on
customer service and front-office efficiency
 Increased office productivity through proper referral and problem-solving strategies, allowing department to
refocus resources on new initiatives
University of North Florida (UNF) January 2014 – August 2014
Peer Tutor, Psychology Jacksonville, FL
 Tutored numerous students simultaneously on data analysis, SPSS/Excel, and psychological theories
 Reviewed proper report formatting using APA style guidelines
EDUCATION
University of North Florida (UNF) December, 2018
Master’s of Public Administration (4.0) Jacksonville, FL
 Developed skills on policy analysis and program evaluation
 Utilized course knowledge in role as program coordinator to develop department’s 2018 strategic plan
University of North Florida (UNF) April, 2014
Bachelor’s of Science in Psychology Jacksonville, FL
 Designed and led research projects on human memory while managing several undergraduate student assistants
 Won a presentation award in 2014 for Adaptive Memory Across Modalities, a replication study on the effects of
different mindsets on memory

2. Dylan Charles
dylanacharles@gmail.com ● (980) 213-5959
RELATED ACTIVITIES
National College Learning Center Association (NCLCA) October, 2018
Conference Presenter
 Presented Revamping the Supplemental Instruction Planning Process, detailing a new method of creating lesson plans
using Bloom’s Taxonomy
UNF Sustainability Committee August 2018 – Present
Member
 Coordinated policy and dispersion of annual Pepsi-co SustainabilityGrant
 Develops programming to promote sustainabilitymeasures on campus
Head Start Program of Florida January 2014 – May 2014
Intern
 Created Individual Education Plans for children with learning disabilities in low-income households
 Gathered food and cash donations from local organizations for Head Start families and events