Operations Management • Leadership • Strategic Planning

ABOUT ME

A brief introduction

For 12 years now Joseph Sloan has assisted with the customer experience, customer lifecycle management, market research, customer retention analysis, intake processes and operations at the Apollo Education Group via Western International University and the University of Phoenix. Supporting over 1 million customers globally, he has successfully enhanced the consumer experience through the strategic evaluation of industry research, creation of system/technology interventions and the formation of service units that positively impact customer satisfaction and drive revenue growth.

   Board Affiliations & Memberships
  • West Valley Child Crisis Center (Board Member)
    Partnering with Child Protective Services and the Arizona Department of Economic Security.
  • Society for Industrial and Organizational Psychology (Member)
    Committed to enhancing human well-being and organizational performance through the science of industrial/organizational psychology.
  • Corporate Executive Board Company (Member)
    Committed to assessing key performance trends, navigating leadership changes and building teams through talent management and performance planning
  • Bersin by Deloitte (Member)
    Empowering leaders through research-based industry insights, tools and consulting services to help drive performance.
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CORE COMPETENCY PROFILE

Skills and Expertise

95
Growth Planning
90
Financial Analysis
90
Project Management
95
Customer Experience
98
Data Governance
98
K-12 & Online Learning

MY RESUME

Accomplished operations leader with 10+ years experience enhancing organizational culture, customer satisfaction rates, retention rates, growth planning, industry research methods, financial planning/analysis and the continuous improvement of services, internal processes, system integrations, technology enhancements and customer service methods.

WORK EXPERIENCE

January
2013
Today
Director of Operations
University of Phoenix (An Apollo Education Group Subsidiary)
Director of Operations
Responsible for improving customer retention and operations through the utilization of industry research and the implementation of business units that offer best-in-class customer management, support, engagement and services.
  • Assisted Senior Vice President with management of a $8MM-$10MM budget, P&L, financial planning/analysis and forecasts.
  • Launched suite of telephonic customer support services to over 1 million global customers across 100+ site locations.
  • Managed division-wide strategy map with emphasis on quarterly objectives, milestone achievements, KPI’s, finances and risks.
  • Responsible for leveraging bid data to understand consumer/customer behaviors that promote education to careers services.
December
2011
January
2013
Director of Domestic/International Services & Operations
Western International University - (An Apollo Education Group Subsidiary)
Director of Domestic/International Services & Operations
Managed domestic/international customer support services at five site locations with emphasis on launching enhanced customer service programs while improving retention rates, satisfaction rates and graduation rates.
  • University-wide oversight of domestic/international intake and customer service support staff at five site locations.
  • Improved overall customer retention rates from 51% to 59% resulting in YOY revenue growth improvements.
  • Responsible for utilizing analytics to increase operational performance and efficiency.
June
2009
November
2011
Associate Director of Domestic/International Services & Operations
Western International University - (An Apollo Education Group Subsidiary)
Associate Director of Domestic/International Operations
Responsible for assisting with new customer growth strategies at Western International University and Apollo Global with emphasis on customer service techniques, customer assessments methods, staff training/development and technology integrations.
  •  Improved customer show rates by 10% in the first 12 months resulting in YOY improved revenue growth.
  • Chair of Operational Leadership Committee responsible for tracking, managing and prioritizing customer-facing projects, system integrations, system enhancements and new on-site and online service roll outs.
July
2007
june
2009
Customer Success Manager
Western International University - (An Apollo Education Group Subsidiary)
Customer Success Manager
Strategically grew customer base via re-engagement marketing strategies, improved customer retention methods, creation of online services, improved communication strategies and stronger customer touch point procedures.
  • Increased online customer web portal usage by 50% as appointed site administrator responsible for customer communications, system enhancements, system integrations, online content and assessment processes.
  • Managed customer service analytics and reporting to include customer support call in volumes, web analytics, emailed customer communication click and open rates, online services usage metrics and internal/external knowledgebase usage metrics.
June
2003
July
2007
Project Lead & Advisor
University of Phoenix - (An Apollo Education Group Subsidiary)
Project Lead & Customer Advisor
Launched innovative online services for the (K-12) sector that generated new revenue streams for Apollo Education Group as a project lead, admissions specialist and student advisor.
  •  Worked on a project team that analyzed market research data to determine feasibility of new (K-12) business segment.
  • Standardized customer service methods, internal processes and policies to accommodate for (K-12) segment, resulting in 4000+ new students and YOY growth.
  • Extended new online services into (6) new territories while providing best in class customer support services, effective lead management/routing techniques and successful prospecting methods.
july
2001
April
2003
Assistant Director of Services
ATMO Inc.
Assistant Director of Credit Services Division
Managed credit/debit merchant processing services nationally via business to business outside sales team, call center staff and credit union partnerships.
  • Responsible for growth and development of client base through sales, operations, call center staff and credit union partnerships.
  • Successfully grew business-to-business sales team by 200% with net revenue growth of 30% in first 12 months.
  • Management of inside sales telemarketing teams responsible for target marketing strategies and initiatives.
January
2000
February
2001
Corporate Finance/Services Manager
Certified Merchant Services
Corporate Finance/Services Manager
Assisted with growth and development of a national credit/debit processor. Responsible for sales team support, commission calculations, contract review and underwriting.
  • Managed contract review and underwriting for a team of 50+ sales representatives across (6) satellite office locations.
  • Responsible for sales commission calculations and processing of all contracts nationally with emphasis on risk assessment.
  • Assisted with strategic planning and operations support during merger and acquisition of a competitor business.

MY EDUCATION

2012
2015
Grand Canyon University
Anticipated Completion (2015)
Ph.D. Candidate Industrial/Organizational Psychology
In earning a PhD in General Psychology with an Emphasis in Industrial and Organizational Psychology, learners examine empirical, research-based approaches to understanding mental and thought processes including memory, reasoning, intelligence, motivation and learning. Learners study and examine the methods and principles to business and industry, human behavior at work, and employee-management relationships. Topics also include exploring methods for accelerating individual, group, and organizational performance through consulting, coaching, and change management. Leadership theories, models, styles and best practices will also be explored.
2006
2007
University of Phoenix
Degree Conferred
Master of Business Administration
The Master of Business Administration (MBA) program prepares students in the functional areas of business allowing them to develop managerial skills necessary to be effective in a rapidly changing business environment. The program is designed for students with an interest in entering or advancing their careers in business. The program reflects current research of managerial competencies as well as graduate business standards as reflected by existing national standardized graduate business tests.
2003
2006
University of Phoenix
Degree Conferred
Bachelor of Science Business Management
The Bachelor of Science in Management (BSM) degree program is designed to develop the professional knowledge and skills of cross functional managers in any organization. The BSM degree enhances skills necessary for improved organizational effectiveness in a dynamic and evolving workplace. The curriculum focuses on the development of management roles. It emphasizes skills necessary to align resources, and to improve communication, productivity, and effectiveness.

CAREER HIGHLIGHTS

Achievement and Growth

Performance Management
Financial Planning & Analysis
Process & System Improvements
Partnerships & Vendor Relations
Strategy
Analytics & Data Governance
International Experience
K-12 & Online Learning

CONTACT JOSEPH SLOAN

REQUEST MORE INFORMATION

Available Upon Request

Available Upon Request

Email: Joseph Sloan