1. Focused – Dedicated – Solutions Driven – Detail Oriented – Ambitious – Innovative – Dynamic – Enthusiastic – Reliable – Assertive – Consistent – Determined
73 River Bluff Rd ● Elgin, IL ● 60120 ● (630) 621-6466 ● Cardona.Luis.A @Out look.com
Luis Cardona73 River Bluff Rd, Elgin, IL 60120
(630) 621-6466
Cardona.Luis.A@Outlook.com
QUALIFICATIONS
Analytics and reporting with an emphasis on project management and s trategy
8 years of experience in a highly regulated proprietary education industry. The primary focus is on
managing a call center staff, federal regulations and providing executives with reporting and strategy
action plans for overseen teams. Strengths include mastery in call center management, loan servicing,
Avaya VOIP, predictive dialer programs, SAS Crystal Reports, people management, data mining, data
management, maintaining knowledge of Federal regulations and CRM.
EDUCATION, PROFESSIONAL REGISTRATION
MSM, I/O Psychology — Capella University
MBA, Project Management — Capella University
B.S., Accounting — Colorado Technical University
PROFESSIONAL EXPERIENCE
Data Analyst, Loan Planning and Accounts 06/2011-Present
Career Education Corporation, Schaumburg, IL
 Provide Analytics and Reporting to VP and Executive Leadership for 80
campuses/locations. Business units Default Management, Customer Accounts
and Marketing. Responsibilities include or require the use of:
o SAS Crystal Reporting
o SQL Data Mining
o Microsoft VBA
o Forecasting
o Recidivism Rate Reporting
o Vintage Reporting
o Strategy Initiatives
o Data Interpretation and Presentation
o Automating Reporting Processes
o Vendor Management and QA
o Ad Hoc Reporting
 Provided Operational Analytics, Process Improvements and UI tools for
Directors and front line Managements for Business units: Default Management,
Customer Accounts, Cash Management and Sales. Responsibilities include or
require the use of:
o Vendor Management and QA
o Automating Staff Performance Reporting
o Identifying and Automating output of Customers for CRM
o Predictive Dialer Strategy and Performance Management
o Develop QA Tools
o Develop UI Tools for front line staff
o Assist with Staffing Models
o Managed Special Projects
Lead Loan Coordinator, Loan Planning and Accounts 2008-2011
Career Education Corporation, Schaumburg, IL
 Conducted monthly Quality Assurance for 5-10 staff members
 Trained and coached team on position expectations and led them to meet

2. Focused – Dedicated – Solutions Driven – Detail Oriented – Ambitious – Innovative – Dynamic – Enthusiastic – Reliable – Assertive – Consistent – Determined
73 River Bluff Rd ● Elgin, IL ● 60120 ● (630) 621-6466 ● Cardona.Luis.A @Out look.com
required metrics.
 Assisted management on metric planning and one on one discussions
 Utilized CMS and AVAYA systems to provide team with statistical feedback
 Partnered with department Manager and Director on system enhancements and
process improvement initiatives, gave recommendations, identified issues,
increased team productivity while reducing errors
 Developed and executed student outreach through phone, email and text
messaging
 Regularly handled call escalations from students
 Managed and maintained a dialer system to ensure efficient outreach
Family Teacher II 2004-2008
Mooseheart Child City and School, Mooseheart, IL
 Managed and taught social skills to 8 -10 youths in a residential setting
 Trained and certified faculty and staff in CP R
 Developed care plans and behavioral strategies for at risk youths and assisted
with medication plans
 Played a key role in developing good relations between monetary sponsors and
administration, which ultimately increased funding for the non-for profit
organization