Mike Dent
Team Lead, Customer Success at Modern Campus- Claim this Profile
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English -
Topline Score
Bio
Credentials
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Running Coach
Road Runners Club of AmericaJan, 2020- Nov, 2024 -
Advanced Open Water Diver
PADIApr, 2013- Nov, 2024 -
CPR/AED/First Aid
American Red CrossJan, 2020- Nov, 2024
Experience
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Modern Campus
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Canada
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Higher Education
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200 - 300 Employee
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Team Lead, Customer Success
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Apr 2022 - Present
Oversees the Happiness Experts, the 5-person customer success team of 300-plus accounts for Presence, a student engagement & development platform Advocates for customer & team needs across departments, including Product, Engineering, & Sales De-escalates at-risk or unhappy accounts, driving down partner churn Implements & manages upwards of 30 accounts, including onboarding & success strategizing; customer platform training; & customer success consulting post-launch Restructures customer success processes, including customer journey, sales handoff procedure, & convergence of support & success teams Show less
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Signal Vine, a Modern Campus Company
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United States
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Higher Education
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1 - 100 Employee
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Customer Success & Implementation Manager
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May 2021 - Apr 2022
Managed upwards of 30 accounts at a time on Signal Vine’s texting platform Accomplished 100% satisfaction rate with all accounts Oversaw the account’s customer experience from onboarding to launch: project planning; data customization, importing, & validation; text message workshopping; user training; & post-launch consultation Utilized agile project management methodology, ensuring accurate completion of each piece & punctual cycling through implementation stages Collaborated with Product on the customer journey & wrote implementation articles for the Signal Vine knowledge base Show less
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Shorelight
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United States
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Higher Education
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300 - 400 Employee
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Student Services Manager
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Jan 2019 - Sep 2020
Managed hiring, training, daily operations, & career development of graduate advisors & housing staffAccomplished 98% passing rate among academic at-risk students by leading & training graduate advising team with advising procedures, course curriculum, & training protocolOversaw 95% satisfaction rate among International Accelerator Program students in off-campus housing, due to implementation of new hiring & training protocolDeveloped academic support, course curriculum, graduate program policy, & course creation & registration for Shorelight & American University graduate departmentsCommunicated with AU offices such as Admissions, Career Center, & Housing / Residence Life to coordinate efforts in advising, program policy, & event planning Show less
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Student Services Advisor
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Aug 2016 - Jan 2019
Advised & taught international students in academics, course planning, & registration; adjustment to US university norms & regulations; socialization & acculturationGuided 97% of advisees to program completion by recording, managing, & tracking students’ academic progress in Salesforce & appropriately responding to risksIncreased immunization compliance by 67% from 2016 to 2017 by creating and organizing health clinics for incoming students to receive vaccines during orientationActed as first contact for incoming students & organized partnership with third-party transportation provider for students' arrival Show less
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American University
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United States
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Higher Education
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700 & Above Employee
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Adjunct Instructor
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Aug 2016 - Sep 2020
Taught ‘Professional Development,’ a first-year experiential course for international graduate students focused on job searching, resume building, & job interview techniques Taught ‘Live, Learn, Grow,’ a first-year experiential course for international undergraduate students involving lecture, discussion, & extracurricular activities aimed at acculturation to the US education system & US life in general Taught ‘Professional Development,’ a first-year experiential course for international graduate students focused on job searching, resume building, & job interview techniques Taught ‘Live, Learn, Grow,’ a first-year experiential course for international undergraduate students involving lecture, discussion, & extracurricular activities aimed at acculturation to the US education system & US life in general
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Pagoda Academy
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South Korea
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Education Management
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1 - 100 Employee
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Instructor / Content Developer
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Jul 2011 - Jul 2016
Taught & curated Gangnam Pagoda's ‘Advanced Book Discussion’ classes Wrote & designed all class materials including introductions to the novels, syllabi, & daily handouts Discussed one novel per month with non-native English-speaking students, enhancing their speaking skills, reading skills, critical thinking, cultural awareness, & literary knowledge Taught & curated Gangnam Pagoda's ‘Advanced Book Discussion’ classes Wrote & designed all class materials including introductions to the novels, syllabi, & daily handouts Discussed one novel per month with non-native English-speaking students, enhancing their speaking skills, reading skills, critical thinking, cultural awareness, & literary knowledge
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CHUNGDAHM Learning
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South Korea
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Education Administration Programs
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400 - 500 Employee
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Instructor
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Dec 2009 - Nov 2010
Instructed kindergarten and elementary students in grammar, vocabulary, and writing Created class schedules, materials, and activities for students Instructed kindergarten and elementary students in grammar, vocabulary, and writing Created class schedules, materials, and activities for students
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Andrews McMeel Universal
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United States
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Entertainment Providers
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200 - 300 Employee
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Publicity Intern
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May 2007 - Dec 2007
Worked with multiple publicists within the department to create press releases for books Wrote press releases and designed press release layouts using Adobe InDesign Trained new interns Worked with multiple publicists within the department to create press releases for books Wrote press releases and designed press release layouts using Adobe InDesign Trained new interns
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Education
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2020 - 2021
Thinkful
Certificate, Software Engineering -
Korea University
Master’s Degree, International Studies -
2004 - 2008
The University of Kansas
Bachelor of Arts - BA, English
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