Sarina Swan (Allen), MSL

Business Leadership Professor 10/2022 to present Rio Salado Community College • Teaching business leadership courses, evaluating student performance, and participating in quarterly faculty meetings. • Communicating content to students so learning occurred, skills were developed, and students were motivated to learn. • Developing course content as well as maintaining records of student attendance, involvement, and learning progress. • Performing course-related administrative duties including creating, reviewing, and distributing course syllabi. • Utilizing a variety of instructional strategies in order to engage students including cooperative and experiential learning.

 Increased staff moral by enforcing ideas such as decorations, food, themes each month and by being a strong presence on the floor.  Put in a process of accountability for staff concerning CDC/Events, annual reviews, follow up with staff, which increased the response time and consistency skill set.  Implemented the at-home agent calling team for remote agents.  Created policies and standards for the at-home agent team and worked closely with the agents during the on-boarding process.  Brought in Time off Manger Platform that improved efficiency for time keeping and PTO.  Worked directly with HR for employee corrective action, ADA, and FML related issues.  Responsible for the consolidation of the El Paso, TX and Tempe, AZ call center that saved the company over 1 million dollars in 2014.  Quest speaker for “ADRP Blood Banking Conference” two years in a row. Guest Speaker locally at the “Be Well Conference” speaking about Employee Wellness in the workplace.  Temp Agency liaison for Hiring and staff attrition.  Responsible for 240+ employees.  Oversight of Floor Supervisors and Assistant Supervisors.  Lowered the floor After Call Work from 15% to 9%.  Increased the Floor Right Party Conversion Production from 16% to 26%.  Orchestrated continuing education training, workshops, and other staff development training's

 Introduced multiple incentive programs to the staff (including: Employee of the Month, Spirit Week, End of the Year Party, Employee Donation Program)  Developed the Call Quality department from the ground up.  Worked with organizational trainer to get the staff member’s a consistent training schedule that focused in on self-development.  Worked directly with multiple regions: Achieved goal for the BCP, AZ, Las Vegas, Dakotas, Rocky Mountain and Platelets for Las Vegas and Dakotas.  Developed many processes and procedures: Platelet tracking, Monthly Score Cards, Call Assurance Standards, Coach Job duties and Descriptions.  Developed the Inbound team and Front desk team and responsibilities. Developed Ferritin and Red Cell Loss Process in the CCC.  Had a large involvement with the AZ centers and staff: Visited multiple AZ Blood Bank centers and developed best practices.  Developed many DOCS’ into a CFL position and molded assistant supervisors into strong bench leaders.

 Promoted to Lead Counselor to oversee, train and assist new counselors.  Worked on student accounts i.e.: Emailing/Faxing/Call Follow-up/Proper Documenting.  Helped students file for student loans such as Stafford and Private Student loans. Helped students fill out there FAFSA, and complete other financial aid paperwork.  Enrolled students and worked with them through their college experiences.