Fazlin Roomaney
Admissions Partner
Cape Town
Summary
Results-driven retention, sales, and success leader with extensive experience in customer engagement, revenue management, and team leadership. Proven track record in optimising retention strategies, driving sales growth, reducing churn, and improving financial compliance. Skilled in cross-functional collaboration with Finance, Sales, Operations, and Support teams to enhance customer outcomes and accelerate revenue growth. Passionate about data-driven decision-making, building high-performing teams, implementing scalable support solutions, and ensuring quality assurance standards to deliver exceptional customer and organisational success.
Overview
28
28
years of professional experience
7
7
Certifications
Work History
Admissions Partner (FTC)
Teneo Online School
10.2025 - 03.2026
- Served as the primary point of contact for prospective families, guiding parents and learners through the full enrolment journey from initial enquiry to final registration.
- Managed high volumes of applications during peak enrolment periods, ensuring accuracy, compliance with admissions policies, and timely follow-ups.
- Clearly communicated admissions requirements, deadlines, fee structures, and enrolment outcomes while maintaining a professional and empathetic approach.
- Supported parents with enrolment portal queries, document uploads, OTP and system-related issues, reducing friction and delays in the application process.
- Coordinated effectively with internal teams (including finance, academic, and technical support teams) to resolve queries and ensure a seamless admissions experience.
- Applied admissions policies consistently, including managing approved extensions and communicating enrolment closures or declined applications with sensitivity and professionalism.
- Maintained accurate records of applicant progress, communications, and documentation to support auditability and continuity.
- Demonstrated strong stakeholder management, problem-solving, and conflict de-escalation skills in a high-pressure, deadline-driven environment.
Head of Student Retention (FTC)
HyperionDev
11.2024 - 03.2025
- Led 4 teams: Customer Experience, Customer Success, Collections, and Platform Support to improve student digital learning, retention, and overall satisfaction
- Designed and executed student retention and engagement strategies, driving progression and proactive intervention for at-risk students
- Oversaw the full student payment lifecycle and revenue management, reducing delinquency and increasing financial compliance
- Developed and optimised student support policies to enhance outcomes and streamline processes
- Collaborated cross-functionally with Admissions, Finance, and Student Success teams to align retention strategies with financial goals
- Implemented data-driven insights to refine retention initiatives, student success outcomes, and financial forecasting accuracy
- Took on ad hoc work in Admissions, creating a full QA process, reporting on performance and providing actionable feedback to senior leadership
- Managed and mentored a high-performing team, driving accountability, ownership, and continuous improvement
Admissions/Sales Manager specialising in Enablement Management
Valenture Institute
03.2022 - 11.2023
- Results-driven leader with expertise in retention, sales, revenue management, and customer success
- Analysed training needs, developed training materials, implemented programmes, and conducted post-training assessments while monitoring and maintaining team performance
- Designed, rolled out, and managed a Quality Assurance system to ensure excellence and consistency across teams
- Managed cross-functional collaboration with Marketing, Acquisitions, and Success teams to drive business growth and alignment
- Developed KPI-driven strategies that improved admissions performance, engagement, and conversion rates
- Led training, mentoring, and coaching programmes to build high-performing, results-oriented teams
- Utilised data tools and reporting to enhance lead quality, volume, and conversion trends
- Advanced diversity and inclusion strategies as part of the Employment Equity Forum to promote equitable practices across the organisation
- Passionate about delivering scalable solutions that strengthen both customer outcomes and organisational success
Student Success Manager
GetSmarter (2U)
04.2016 - 02.2022
- Managed a team of advisors to improve student success, retention, and engagement
- Developed KPIs, performance incentives, and reporting to optimise student satisfaction and drive accountability
- Led a team delivering live sessions globally for more than 250 programs
- Managed top-tier university partnerships, coordinating online lectures and live sessions for classes ranging from 50 to over 1000 learners per session
- Spearheaded technical support and live session management across global regions for over 250 programs, ensuring smooth delivery and learner satisfaction
- Conducted daily, weekly, and monthly reporting and leveraged data analytics to improve team performance and operational efficiency
- Won Team of the Year for most productive team and best quality KPIs, recognising exceptional performance and results
Call Centre Manager
Capsicum Culinary Studio
09.2009 - 03.2016
- Led a national sales team, driving a 30% increase in annual revenue
- Managed HR processes including hiring, performance management, and training to build a high-performing and motivated team
- Developed admissions and lead conversion strategies, improving sales pipeline efficiency and conversion rates
- Oversaw daily call centre operations, ensuring SLA compliance, high service quality, and target achievement
- Monitored call centre metrics (KPIs, agent performance, call volumes) and implemented strategies to enhance productivity and customer satisfaction
- Coached and mentored call centre agents to boost performance, engagement, and career development
Team Leader (Admissions)
INTEC College
11.1997 - 08.2009
- Supervised admissions teams, ensuring consistent performance and high enrollment rates
- Conducted quality control and process optimization to improve student onboarding experiences
- Led hiring, onboarding, and training of new team members to ensure readiness and alignment with organisational goals
- Mentored and coached team members to improve performance, engagement, and professional growth
- Ran team competitions and incentive programmes to motivate staff and drive results
- Scheduled and allocated team workloads to meet operational targets efficiently
- Monitored daily, weekly, and monthly team performance metrics and KPIs, implementing corrective actions as needed
- Facilitated team meetings, feedback sessions, and performance reviews to maintain high standards
- Encouraged a collaborative, supportive, and inclusive team culture to foster team cohesion and engagement
- Developed and maintained standard operating procedures (SOPs) and best practices to ensure consistent performance and quality
Education
Bachelor of Arts - Psychology & English
University of The Western Cape
Cape Town, South AfricaSkills
Sales & Revenue Management
Student Retention & Engagement Strategies
Leadership & Team Development
Quality Assurance
Customer & Stakeholder Relationship Management
Data-Driven Decision-Making
Training, Mentoring & Coaching
Student Success & Support Services
Additional Information
TECHNICAL & SOFTWARE SKILLS
CRM & Communication: Salesforce, Talkdesk, 3CX, Aircall, Nutshell, Intercom, Freshdesk, Zendesk, Microsoft Teams, Slack, Hubspot
Data & Reporting: Tableau, Looker, Accredible, Microsoft Excel (pivot tables, dashboards)
Project & Process Management: Asana, Jira,
Collaboration & Productivity: MS Office Suite, Google Workspace (Docs, Sheets, Drive), Calendly, Zoom
Revenue Management & Payments: Xero, Stripe
Certification
Practical Labour Law | University of Cape Town (2019)
Timeline
Admissions Partner (FTC)
Teneo Online School
10.2025 - 03.2026
Head of Student Retention (FTC)
HyperionDev
11.2024 - 03.2025
Admissions/Sales Manager specialising in Enablement Management
Valenture Institute
03.2022 - 11.2023
Student Success Manager
GetSmarter (2U)
04.2016 - 02.2022
Call Centre Manager
Capsicum Culinary Studio
09.2009 - 03.2016
Team Leader (Admissions)
INTEC College
11.1997 - 08.2009
Bachelor of Arts - Psychology & English
University of The Western Cape