Open to opportunities

Brooke User

@brookeuser3

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Student success leader improving retention through data, coaching, and high-touch support.

United States

Message

What I'm looking for

I’m looking for a customer- and metrics-driven role where I can lead a team, use data to improve retention and service levels, and coach others to deliver consistent, high-quality support and fast, compliant resolutions.

I’m a customer-focused Student Success Manager who drives results in high-volume, metrics-driven environments. At Colorado Technical University, I led and developed a team of 10–12 advisors, coaching through regular feedback and accountability conversations to improve KPI outcomes like engagement, retention, and service levels.

I bring a strong analytical and service-recovery mindset—using Tableau dashboards to identify trends and implement targeted strategies, while owning resolution of complex and escalated cases with policy compliance and a high-quality experience. Earlier roles strengthened my foundation: I managed a 400+ student portfolio with 120+ daily touchpoints using CRM documentation, and I served as Assistant General Manager where I led teams, resolved guest concerns, supported hiring and onboarding, and improved operational processes.

Experience

Work history, roles, and key accomplishments

Student Success Manager

Colorado Technical University

Oct 2022 - Feb 2025 (2 years 4 months)

Led and developed a team of 10–12 student advisors, driving KPIs for engagement, retention, and service levels through coaching and accountability. Analyzed Tableau dashboards to identify trends and resolve complex escalations with policy compliance and high-quality outcomes.

Team Leadership Coaching KPIs Tableau Data Analysis Escalation Management

Student Success Coach

Colorado Technical University

Aug 2020 - Oct 2022 (2 years 2 months)

Managed a high-volume portfolio of 400+ students and served as the primary point of contact with 120+ daily touchpoints for academic support and account needs. Built trust-based relationships through personalized outreach and maintained detailed CRM documentation to support engagement and data-driven decision-making.

Student Support Relationship Building Outbound Outreach CRM Management Academic Advising Customer Service

Assistant General Manager

Wyndham Hotels & Resorts

May 2019 - Jul 2020 (1 year 2 months)

Oversaw daily operations in a high-volume hospitality environment, leading a team of 30+ employees to ensure consistent service delivery and operational efficiency. Served as the primary escalation point, coached staff to improve service quality, and implemented service recovery and process improvements to enhance guest satisfaction and retention.

Hospitality Operations Team Management Service Recovery Performance Management Process Improvement