Managed a team tasked with maintaining and increasing customer retention, engagement and satisfaction metrics. Collaborated with university partner and developed customer relationships. Responsible for overseeing all aspects of program success and operations. • Transformed a struggling, under-resourced team, to a high-functioning team with positive morale, that consistently hit and exceeded goals by providing a creative, safe and collaborative environment.• Collaborated with the university partner teams from two of the world’s top tier universities, Georgetown University and The George Washington University, to streamline and improve student processes for three complex Master’s degree programs, resulting in higher retention metrics. • Mentored, coached and developed direct reports as well as many other members of the department with a caring, employee-first, yet direct and candid approach, that lead them into leadership positions.• Identified needs buckets of needs within the department and strategized to develop and implement to department-wide initiatives.• Developed standard practice for communication and collaboration between Student Success and Admissions departments to improve student experience and retention that was adopted company-wide.• Increased and maintained retention rates with the implementation of new processes and initiatives.• Managed and supported a team that was able to reach and maintain new peaks of satisfaction metrics based on the net promotor scale.• Collaborated with university partner to create and implement a joint student communication campaign. • Created and implemented a ‘Value Added Conversations’ training for the support team, designed to increase student retention. • Maintained a strong relationship with the admissions team to ensure the communication flow be-tween departments is continuous in order to increase yield for newly admitted students.

Recruited, and aided in the enrollment process of prospective students for the Masters’ of Arts in Teaching for The University of Southern California (MAT@USC).• Managed admissions teams of up to eight admissions counselors to consistently beat budget goals.• Mentored and re-trained employees with performance issues, providing them with the sales skills necessary in order hit recruitment numbers.