Robin Wilson-Brown

Managed a high-volume, cross-functional advising portfolio under defined SLAs, documentation standards, and quality benchmarks. Translated stakeholder needs into milestone-based engagement plans, performed documentation/interaction quality reviews, and tracked outcomes against KPIs.

Built a service-delivery operating model including intake systems, delivery workflows, SOPs, and client-experience infrastructure supporting 300+ professionals. Designed onboarding and quality assurance standards, established KPIs for throughput/satisfaction/outcomes, and used performance data to guide capacity planning and continuous process improvement.

Diagnosed learner needs and performance gaps to recommend targeted interventions, using engagement data and early risk indicators to improve persistence and completion. Coordinated cross-functional projects in Asana, designed and facilitated structured group training, and surfaced user insights to remove delivery barriers.

Provided structured coaching within standardized workflows, feedback rubrics, and deliverable standards across a distributed support team. Built learner readiness via portfolio feedback and mock interviews and partnered with program teams to maintain consistent onboarding and support experiences.

Led student support operations for 1,800+ learners across multiple campuses, managing staff accountable for engagement, retention, and program completion. Diagnosed root causes behind inconsistent exam outcomes, built a State Board readiness program, improved first-attempt pass rates from 52% to 74%, and established reporting, SOPs, escalation pathways, and performance accountability standards.

Directed student support operations for 450+ learners, leading faculty and advising staff accountable for engagement, persistence, and progression. Built internal advising systems with escalation pathways and structured outreach protocols and managed hiring, performance management, and development in a retention-focused environment.

Led academic program operations for 300+ learners, directing instructional and advising teams accountable for retention and progression outcomes. Implemented persistence strategies and engagement interventions to improve retention and completion across multiple concurrent programs, and managed staff hiring, onboarding, and performance development.

Coordinated programs, services, and documentation for a community health clinic serving low-income and underserved populations in a regulated, patient-facing healthcare environment. Coordinated patient services and administrative workflows using the eClinicalWorks EHR, led onboarding/orientation for incoming team members and volunteers, and partnered with clinic staff to identify workflow gaps and

Facilitated confidence-building sessions for patients undergoing cancer treatment as part of the Look Good Feel Better program.

Facilitated community education sessions on breast health awareness and early detection to support outreach in underserved communities.

Completed the Milady Institute Advanced Master Educator Certification.

Earned the Google Project Management Certificate.