The candidate has over 16 years of experience as a senior academic counselor, specializing in supporting over 350 online and campus students to achieve their academic and career goals. She has a proven track record of coaching and mentoring counselors, advising students on career paths, and using databases to track student progression. Prior experience also includes various customer service roles in insurance and education. The candidate holds a Master's degree in Management with high honors.

1. Honors And Activities
Delta Mu Delta Honor Society 2012 – Present, University of Phoenix campus eventAffiliations:
committee member 2007 - 2009, Church event committee member 2009 - 2011
Honors And Activities
Delta Mu Delta Honor Society 2012 – Present, University of Phoenix campus eventAffiliations:
committee member 2007 - 2009, Church event committee member 2009 - 2011
Professional Experience
Customer Service Rep
Managed insurance office including reporting/forecasting client growth to the agent
Advised policy holders on insurance options, inbound calls, outbound cold calling
Customer Service Rep
Managed insurance office including reporting/forecasting client growth to the agent
Advised policy holders on insurance options, inbound calls, outbound cold calling
January 1994 – December 1995American Family Insurance, Mesa, AZ, United States
Customer Service Rep
Managed insurance office including reporting/forecasting client growth to the agent
Advised policy holders on insurance options, inbound calls, outbound cold calling
Customer Service Rep
Managed insurance office including reporting/forecasting client growth to the agent
Advised policy holders on insurance options, inbound calls, outbound cold calling
January 1994 – December 1995American Family Insurance, Mesa, AZ, United States
Customer Service Specialist
Managed mentoring and training new and current staff
Led call monitoring for call center staff
Received inbound calls for high volume call center
Maintained campus intranet site for quality assurance
Updated department call volume/resource usage reports
Customer Service Specialist
Managed mentoring and training new and current staff
Led call monitoring for call center staff
Received inbound calls for high volume call center
Maintained campus intranet site for quality assurance
Updated department call volume/resource usage reports
March 1996 – August 2000Apollo Education Group, Phoenix, AZ, United States
Customer Service Specialist
Managed mentoring and training new and current staff
Led call monitoring for call center staff
Received inbound calls for high volume call center
Maintained campus intranet site for quality assurance
Updated department call volume/resource usage reports
Customer Service Specialist
Managed mentoring and training new and current staff
Led call monitoring for call center staff
Received inbound calls for high volume call center
Maintained campus intranet site for quality assurance
Updated department call volume/resource usage reports
March 1996 – August 2000Apollo Education Group, Phoenix, AZ, United States
Associate Academic Counselor
Maintained and supported online non-degree student schedules
Managed the supply ordering for the student services department
Compiled academic status reports and reported information to all academic counselors.
Associate Academic Counselor
Maintained and supported online non-degree student schedules
Managed the supply ordering for the student services department
Compiled academic status reports and reported information to all academic counselors.
August 2000 – June 2002Apollo Education Group, Phoenix, AZ, United States
Associate Academic Counselor
Maintained and supported online non-degree student schedules
Managed the supply ordering for the student services department
Compiled academic status reports and reported information to all academic counselors.
Associate Academic Counselor
Maintained and supported online non-degree student schedules
Managed the supply ordering for the student services department
Compiled academic status reports and reported information to all academic counselors.
August 2000 – June 2002Apollo Education Group, Phoenix, AZ, United States
Senior Academic Counselor
Coach 350+ online and campus students by building supportive relationships and providing resources
to overcome obstacles
Provide career and job search guidance through online career services tools
Track student progression requirements using Salesforce
Coach and mentor new Academic Counselors
Senior Academic Counselor
Coach 350+ online and campus students by building supportive relationships and providing resources
to overcome obstacles
Provide career and job search guidance through online career services tools
Track student progression requirements using Salesforce
Coach and mentor new Academic Counselors
June 2002 – PresentApollo Education Group, Phoenix, AZ, United States
Professional Experience
Customer Service Rep
Managed insurance office including reporting/forecasting client growth to the agent
Advised policy holders on insurance options, inbound calls, outbound cold calling
Customer Service Rep
Managed insurance office including reporting/forecasting client growth to the agent
Advised policy holders on insurance options, inbound calls, outbound cold calling
January 1994 – December 1995American Family Insurance, Mesa, AZ, United States
Customer Service Rep
Managed insurance office including reporting/forecasting client growth to the agent
Advised policy holders on insurance options, inbound calls, outbound cold calling
Customer Service Rep
Managed insurance office including reporting/forecasting client growth to the agent
Advised policy holders on insurance options, inbound calls, outbound cold calling
January 1994 – December 1995American Family Insurance, Mesa, AZ, United States
Customer Service Specialist
Managed mentoring and training new and current staff
Led call monitoring for call center staff
Received inbound calls for high volume call center
Maintained campus intranet site for quality assurance
Updated department call volume/resource usage reports
Customer Service Specialist
Managed mentoring and training new and current staff
Led call monitoring for call center staff
Received inbound calls for high volume call center
Maintained campus intranet site for quality assurance
Updated department call volume/resource usage reports
March 1996 – August 2000Apollo Education Group, Phoenix, AZ, United States
Customer Service Specialist
Managed mentoring and training new and current staff
Led call monitoring for call center staff
Received inbound calls for high volume call center
Maintained campus intranet site for quality assurance
Updated department call volume/resource usage reports
Customer Service Specialist
Managed mentoring and training new and current staff
Led call monitoring for call center staff
Received inbound calls for high volume call center
Maintained campus intranet site for quality assurance
Updated department call volume/resource usage reports
March 1996 – August 2000Apollo Education Group, Phoenix, AZ, United States
Associate Academic Counselor
Maintained and supported online non-degree student schedules
Managed the supply ordering for the student services department
Compiled academic status reports and reported information to all academic counselors.
Associate Academic Counselor
Maintained and supported online non-degree student schedules
Managed the supply ordering for the student services department
Compiled academic status reports and reported information to all academic counselors.
August 2000 – June 2002Apollo Education Group, Phoenix, AZ, United States
Associate Academic Counselor
Maintained and supported online non-degree student schedules
Managed the supply ordering for the student services department
Compiled academic status reports and reported information to all academic counselors.
Associate Academic Counselor
Maintained and supported online non-degree student schedules
Managed the supply ordering for the student services department
Compiled academic status reports and reported information to all academic counselors.
August 2000 – June 2002Apollo Education Group, Phoenix, AZ, United States
Senior Academic Counselor
Coach 350+ online and campus students by building supportive relationships and providing resources
to overcome obstacles
Provide career and job search guidance through online career services tools
Track student progression requirements using Salesforce
Coach and mentor new Academic Counselors
Senior Academic Counselor
Coach 350+ online and campus students by building supportive relationships and providing resources
to overcome obstacles
Provide career and job search guidance through online career services tools
Track student progression requirements using Salesforce
Coach and mentor new Academic Counselors
June 2002 – PresentApollo Education Group, Phoenix, AZ, United States
Education
Master of Management
3.95 GPA, Delta Mu Delta Honor Society
July 2013University of Phoenix, Phoenix, AZ, United States
Education
Master of Management
3.95 GPA, Delta Mu Delta Honor Society
July 2013University of Phoenix, Phoenix, AZ, United States
Summary
Senior academic counselor with 16 years of experience focused on supporting students to meet academic/career
goals. Proven skills in counselor coaching/mentoring, student career advisement, problem-solving, and
relationship building. Instrumental in developing team goals and implementing solution based processes.
Summary
Senior academic counselor with 16 years of experience focused on supporting students to meet academic/career
goals. Proven skills in counselor coaching/mentoring, student career advisement, problem-solving, and
relationship building. Instrumental in developing team goals and implementing solution based processes.
•(480) 888-1283 holzcsmith@gmail.com•(480) 888-1283 holzcsmith@gmail.com
• •1822 S. 39th St. Mesa 85206 United States• •1822 S. 39th St. Mesa 85206 United States
Holly Smith