Ben Petersen Email & Phone Number

Baltimore, Md, Us

Quottly, Inc. acquired by Parchment in March 2023

Responsible for building the infrastructure of Quottly's customer experience organization, with the mission to optimize the user journeys for students and institutional administrators interacting with Quottly’s product suite.-Strategic account owner of a large state university system implementing Quottly’s Transfer Equivalency product, including 36 individual university and college clients-Transforming customer support and user experience through platform upgrades and customer feedback programs-Partnering with product and engineering teams to deliver customer experience enhancements and features-Operationalizing the data analytics and business intelligence functions to measure customer delight and product performance

Columbia, Maryland

Oversaw a redesigned Enrollment Services organization for a global learning business, tasked with increasing lead-to-enrolled student conversion rates and delivering an enhanced customer experience for 40 virtual school partners. Owned the family enrollment experience from lead through enrolled, including academic course placement. Key highlights:-Created and piloted an innovative new sales and enrollment support model to pair with the organization's technology platform transformation-Led the team through an unprecedented surge in demand to deliver 40% YoY growth in enrollments, generating $600M in revenues-Steered the department through volatile volume spikes of over 300% YoY, executing mitigation plans to ensure delivery of service levels and revenue-Piloted new academic course placement initiative, doubling productivity-Successfully transitioned department to new BPO provider with immediate gains in lead nurture sales performance -Improved conversion rate of select enrollment programs by 37% from 2019-2020-Re-imagined the department’s core mission by articulating specific accountabilities and defining decision rights

Columbia, Maryland

Accountable for creating an integrated enrollment operation, focused on generating efficiency and accuracy in back-office functions and delighting customers during the point of sale and in ongoing support. Key highlights:-Assembled new critical account management team to support school customers with enrollment and course placement services-Partnered with product development to automate curriculum and technology fulfillment, saving the organization $200k and reducing error rate by 50%-Oversaw redesign of enrollment document processing system, dramatically increasing productivity -Developed business case to pivot a program burdened by excess costs into a lean operation focused on driving top line growth, eliminating over $500k in expenses and preserving planned revenue -Selected for Marketing Analytics and Customer Experience Sabbatical, a 90 day commitment to develop “voice of the customer” programs and contribute to business performance data analysis work

Columbia, Maryland

Expanded responsibility to include administrative and back office solutions with a continued focus on driving top line growth and establishing scalable processes for over 30 virtual school partners.Key highlights:-Piloted regional enrollment support model to improve customer experience -Formalized quality and performance frameworks across both back office and point of sale teams -Key contributor of organization’s first RFP to select a strategic BPO partner

Columbia, Maryland

Brought to scale the Enrollment Advising function for an ed-tech start up, implementing novel models to support a high growth business and develop and coach junior leaders. Key highlights: -Launched Enrollment Success Team, designed to offer personalized, “white glove” support to students and families during the enrollment process. Generated incremental conversion gains between 1-5% pts annually -Supported Connections Educations’ diversification into the nascent blended learning model with the launch of Nexus Academies-Participated in Connections Education Leadership Development program

Baltimore, Maryland

Baltimore, Maryland

Bachelor Of Science (B.S.), History, Political Science, Cum Laude, Dean'S List

Activities and Societies: Phi Alpha Theta - National History Honor Society

Master Of Arts - Ma, Organizational Leadership, 3.97

Activities and Societies: Delta Mu Delta - International Business Honor Society