Whitney Barnes
Annapolis,MD
Summary
Results-oriented Senior Retention Specialist with over 6 years of experience driving customer success and retention within the ed tech industry. Skilled in managing cross-functional teams, leveraging data-driven strategies, and optimizing processes to enhance customer satisfaction and achieve business objectives. Demonstrated expertise in improving key performance indicators (KPIs), elevating call quality, and implementing innovative solutions to boost operational efficiency and client loyalty.
Overview
10
10
years of professional experience
1
1
Certification
Work History
SENIOR RETENTION SPECIALIST
2U
08.2022 - 12.2024
- Optimized Customer Engagement: Spearheaded initiatives that enhanced learner engagement and tool adoption by 10% within six months, leveraging data-driven insights and team training to support over 81M learners through partnerships with top universities
- Strategic Training Development: Designed and executed a department-wide training program for 18 team members, leading to a 5% improvement in key performance indicators (KPIs) and elevated call quality within two quarters
- Retention and Performance Strategy: Developed targeted outreach and retention strategies that improved contact success rates by 8% and increased program yield rates by 4%, contributing to higher customer satisfaction and long-term loyalty
SENIOR STUDENT ENGAGEMENT MANAGER
2U
10.2021 - 08.2022
- Admissions Optimization Leadership: Spearheaded initiatives that enhanced admissions processes, driving a 15% increase in conversion rates by implementing streamlined workflows and leveraging data analytics to inform decision-making
- Team Performance Enhancement: Introduced targeted development initiatives that boosted team performance by 15% within six weeks, fostering a high-performing and collaborative work environment
- Leadership and Coaching: Managed and mentored a team of 10, providing tailored coaching to align individual contributions with organizational goals, enhancing both team cohesion and overall student engagement outcomes
STUDENT ENGAGEMENT MANAGER
2U
02.2018 - 10.2021
- Enhanced Student Retention Systems: Improved tracking processes for student deferrals, driving a 12% increase in program yield within two months by ensuring timely follow-ups and efficient resource allocation
- Strategic Team Development: Established a dedicated training team, resulting in a 5% increase in new applications and elevated customer satisfaction through refined engagement strategies
- System Implementation and Training: Facilitated comprehensive training for 18 employees on a new operational system, leading to a successful 2019 launch and a measurable rise in team productivity and efficiency
ADMISSIONS COUNSELOR
2U
09.2014 - 02.2018
- New Counselor Training and Development: Trained and onboarded multiple cohorts of admissions counselors, regularly updating training materials to address evolving company needs and ensure consistent excellence in student engagement
- Strategic Communication and Reporting: Delivered weekly pacing projections to stakeholders, providing actionable insights to align admissions strategies with broader company growth objectives
- Admissions Expertise: Supported prospective students through the admissions process, fostering strong relationships and driving successful enrollments in collaboration with top university partners
Education
Master of Business Administration -
University of Maryland Global Campus
Adelphi, Maryland08.2012
Bachelor's Degree - Human Resource Management
Morgan State University
Baltimore, MD06.2009
Skills
- KPI/SLA Management
- Data Analysis
- CRM Systems (Salesforce, Zendesk)
- Process Optimization
- Training & Development
- Strategic Planning
- Team Leadership
- Customer Engagement
- Cross-functional Collaboration
- Communication
Certification
- Dare to Lead Trained, 01/01/21, 12/31/21
- Google Data Analytics, 11/02/24, In Progress
Timeline
SENIOR RETENTION SPECIALIST
2U
08.2022 - 12.2024
SENIOR STUDENT ENGAGEMENT MANAGER
2U
10.2021 - 08.2022
STUDENT ENGAGEMENT MANAGER
2U
02.2018 - 10.2021
ADMISSIONS COUNSELOR
2U
09.2014 - 02.2018
Bachelor's Degree - Human Resource Management
Morgan State University
- Dare to Lead Trained, 01/01/21, 12/31/21
- Google Data Analytics, 11/02/24, In Progress
Master of Business Administration -
University of Maryland Global Campus
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