Mariana Silva
Rua das Flores, 342
São Paulo, SP
+55 11 98765-4321
mariana.silva@email.com
linkedin.com/in/mariana-silva

---

PROFESSIONAL SUMMARY
Detail-oriented and customer-focused Student Admissions Administrator with over 5 years of experience in enrollment management and customer service. Proven track record in enhancing student satisfaction and retention through effective communication and program evaluation. Proficient in CRM databases and data collection, with a strong commitment to improving processes and outcomes in educational settings.

---

PROFESSIONAL EXPERIENCE

Student Admissions Administrator I
Universidade Integrada do Brasil - São Paulo, SP
January 2021 - Present
- Manage the student admissions process, ensuring a seamless experience for prospective students from inquiry to enrollment.
- Utilize CRM databases, including Salesforce and PeopleSoft, to track and analyze student data, improving enrollment strategies by 20%.
- Conduct program evaluations to assess the effectiveness of recruitment initiatives, leading to a 15% increase in student retention rates.
- Provide exceptional customer service and support, addressing inquiries and concerns to enhance overall customer satisfaction.
- Collaborate with academic departments to streamline open enrollment processes and improve communication with prospective students.

Enrollment Representative
Instituto Superior de Gestão - Rio de Janeiro, RJ
June 2018 - December 2020
- Assisted in the enrollment management process, guiding prospective students through application procedures and requirements.
- Developed and maintained relationships with prospective students, resulting in a 30% increase in enrollment for targeted programs.
- Conducted data collection and analysis to identify trends in student demographics and preferences, informing recruitment strategies.
- Scheduled and conducted appointments with prospective students and families, providing personalized support and information.

Customer Service Associate
Centro de Atendimento Educacional - Belo Horizonte, MG
August 2016 - May 2018
- Delivered high-quality customer service in a fast-paced environment, addressing inquiries and resolving issues efficiently.
- Trained new staff on customer service protocols and best practices, contributing to a 25% improvement in customer satisfaction scores.
- Assisted in the implementation of a new customer feedback system, enhancing the organization's ability to respond to customer needs.

---

EDUCATION

Bachelor of Arts in Communication
Pontifícia Universidade Católica de São Paulo - São Paulo, SP
Graduated: May 2016

---

SKILLS
- Customer Experience
- Enrollment Management
- CRM Databases (Salesforce, PeopleSoft)
- Data Collection and Analysis
- Program Evaluation
- Time Management
- Detail-oriented
- Computer Literacy
- Customer Service and Support
- Auditing

---

CERTIFICATIONS
- Certified Enrollment Management Professional (CEMP) - 2019
- Customer Service Excellence Certification - 2020