Experience

• 

  Oddball

  • United States
  • Software Development
  • 200 - 300 Employee

  • Program Manager

    • Jul 2023 - Present

  • Manager of Customer Success

    • Nov 2021 - Present

• 

  Chegg Inc.

  • Academic Success Manager

    • Sep 2020 - Nov 2021

    • Drive student outcomes and success, as the sole academic manager for Data Science bootcamp, through regular strategic check-ins and coaching sessions to evaluate student performance and collaborate towards engaging solutions• Partner with Salesforce Admin team to implement strategic changes in ...

• 

  2U

  • United States
  • Education Administration Programs
  • 700 & Above Employee

  • Manager of Student Success

    • Jul 2018 - May 2020

    - Analyzed program and team data to implement strategies to positively impact key metrics and drive business outcomes (i.e. graduation rates, student satisfaction, student retention, and revenue generation)-Developed new sales processes through cross department collaboration to increase new student conversion by 8%- Managed program performance through budget development and oversight, student retention, revenue generation, and data analysis of key metrics- Designed and led strategy implementation across matrix organization and external stakeholders to drive customer satisfaction up 15 pointsyear over year measured by Net Promoter Score resulting in World-Class rating- Worked with the customer (program directors and registrar) to develop data driven solutions to enhance the online learning experience and re-evaluate program curriculum to mitigate risks to 2U and partner objectives- Created and implemented client communication and rollout plans for various new technology offers and updates

  • Senior Student Support Advisor

    • Apr 2016 - Jul 2018

    -Identified potential threats to program success and escalated these findings to leadership with data driven solutions, including decreases in student retention and technical issues- Maintained a world class NPS score (87) as the primary contact for a growing caseload of students while also being a departmental resource for other student support advisor questions and escalations- Utilized data and student feedback to assist university partner with re-evaluation of program curriculum to improve student experience- Developed a department-wide continuing education series for over 150 employees to drive the standardization of student support advisor growth and development.

  • Student Support Advisor

    • Sep 2014 - Apr 2016

    - Launched $3.5 million year over year revenue-generating 10-year partnership with Southern Methodist University including Salesforce/CRM buildout, process and workflow design and documentation, and contact strategy implementation- Developed and hosted all student workshops including online orientation, registration, live technical trainings, and program overviews- Provided technical support, student coaching, and academic advising throughout the student lifecycle- Analyze program and student data to estimate credit pacing, raw credit productions including intuitive reasoning to forecast appropriately

• 

  LivingSocial

  • Consumer Services Representative

    • May 2012 - Sep 2014

    - Engage and support consumers and merchants with the LivingSocial brand through email and phone - Address and resolve sensitive corporate escalations on behalf of LivingSocial- Serve as Subject Matter Expert for logistics and consumer experience for LivingSocial Shop vertical- Troubleshoot and r...