Andre Brahim

Client Engagement & Student Support:

• Deliver personalized coaching sessions aligned with 2U’s student success model to support retention and academic performance.
• Provide comprehensive, multi-channel support (email, phone, forums) to address a wide range of student inquiries efficiently and empathetically.
• Serve as a liaison between students, university stakeholders, and internal teams, ensuring alignment on service expectations and student success strategies.
• Troubleshoot technical issues related to the Digital Campus platform, guiding students through resolutions and escalating cases when necessary.
• Coordinate with university Academic Advising teams for escalated cases requiring academic intervention.

Service Delivery & Operational Management:

• Navigate and resolve student concerns while adhering to SLA commitments, maintaining a 90%+ ticket resolution rate within SLA timelines.
• Actively communicate internally on program updates and deliverables, contributing to process clarity and knowledge sharing.
• Utilize operational metrics and data dashboards to self-manage workload, optimize efficiency, and meet performance KPIs consistently.
• Participate in regular coaching sessions focused on quality assurance, operational excellence, and continuous improvement.

Retention & Recovery Strategies:

• Employ targeted strategies to improve student retention and satisfaction, ensuring alignment with organizational credit generation, retention, and graduation goals.
• Proactively analyze student data and program trends to forecast risks and opportunities for intervention.
• Implement personalized recovery strategies for at-risk students to reduce churn and support program completion rates.
• Contribute to key retention metrics through a balanced approach of proactive outreach and reactive support aligned with business objectives.

• Collected and analyzed data to generate management reports using graphs and statistics.
• Facilitated admissions by processing applications and transcripts for eligible students.
• Collaborated with Student Recruitment team to address admission inquiries and streamline application processes.
• Managed student registration in alignment with admission criteria and institutional policies.
• Compiled reports to assess graduation cohort eligibility for final approval.
• Drafted official communications, including proof of registration and medical aid letters.
• Served as escalation point for admission, graduation, and registration tickets, ensuring timely support.
• Maintained compliance with POPIA Act through administrative report analysis.

• Streamlined admissions processing by handling applications and transcripts for successful candidates.
  Managed ongoing updates to student records throughout their educational journey.
  Drafted and refined admissions policies to align with organizational needs.
  Created detailed invoices and bills of costs for student accounts.
  Analyzed data trends using graphical representations in management reports.
  Supervised student bursary record management for precise financial oversight.
  Collaborated with Finance on data necessary for billing, cancellations, and fee corrections.
  Reviewed registration documents for accuracy during external evaluations.

• Escalated critical issues by applying extensive knowledge of company policies and best practices.
• Responded promptly to customer service inquiries, ensuring accuracy in all communications.
• Built strong rapport with customers through phone, email, and live chat interactions.
• Troubleshot technical issues effectively, achieving timely first-time resolutions.
• Managed complaints professionally, providing suitable solutions to enhance customer satisfaction.
• Conducted follow-ups on customer concerns to confirm ongoing satisfaction with resolutions.
• Promoted company products, driving revenue growth and surpassing performance targets.
• Tracked trending issues and reported them to supervisory team for effective resolution.