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This is the slide deck from a presentation I gave in 2011 at a NACADA National Conference conference on the programs and playbooks that I created for the University of San Francisco School of Management to reduce churn and increase student engagement in the five years that I was there after being brought in as Retention and Matriculation Advisor.
*NACADA is the National Academic Advising Association.
Certified Customer Success Manager and RecastSuccess Graduate with 15+ years client-facing experience retaining caseload of 625 higher education students as strategic advisor, program director, and multi-functional collaborator. Ex-Procter & Gamble market researcher and innovator in digital, scaled, and tech-touch customer success, leveraging artificial intelligence, Salesforce CRM, and consumer insights to deliver a highly personalized customer journey. Mom, dancer, and online karaoke singer in my spare time!
