Phylicia Gibbs Email & Phone Number

• 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 the ASM team Salesforce workspace, along with the creation of a guide to provide standardization in the use of Salesforce• Create and utilize Salesforce reports and dashboards, in conjunction with student engagement data, to strategically identify at-risk student groups and implement proactive communication• Recommend, build, and implement product innovations to improve the student experience and team efficiency• Communicate student feedback to internal teams to implement innovative and strategic changes to curriculum, products, and technology that will improve the student experience• Increased Data Science graduation rate from 43% to 63% in Q1 of 2021• Report out month over month results of new departmental projects and experiments within Data Science bootcamp

Landover, Md

- 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

Landover, Md

-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.

- 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

- 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 resolve product related issues, including order issues and product use - Assist leadership with training and support for new employees and new Shop team members