Kaitlyn Cross

Work Experience Pearson Virtual Schools Sept '23 - Present Senior Communications Specialist Kaitlyn Cross About Extremely organized with a passion for efficient work and effective communication. Process-oriented while always looking for creative solutions. Specialize in increasing customer retention. Contact Bargersville, Indiana - Skills Project Management Problem Solving Communication Customer Retention Relationship Building Microsoft, Google, and Zoom Proficient Education History Bachelor of Science, Secondary Mathematics Education, Indiana State University, 2007 Increase retention by 4% as part of the Customer Engagement and Retention team by using emails, SMS, robocalls, and other channels to nurture and encourage families to return year over year Lead Identity Project communications by delivering 192 multi-channel messages (Email, WebMail, SMS, Robocall) to over 764,000 contacts, enhancing the family login experience and aligning with customer-centric values Surpass returning enrollment goals by 3% at mid-year through improved retention strategies and process optimization, forecasting an additional 1,100 returning students by September 30 Achieve 102% of Intent to Return response rate goals by leading cross-functional efforts with marketing and school teams, implementing strategic, data-informed caretaker communication plans Assist with the design and rollout of targeted student retention initiatives—including branded t-shirts, trifolds, bumper stickers, and yard signs—customized for highpriority schools to strengthen engagement and community presence Software Solutions Integrated Feb '23 - Sept ‘23 Implementation Specialist Implement and maintain software for clients Pearson Virtual Schools Sept '20 - Feb '23 Senior Instructional Facilitation Analyst/Training Consultant Developed and delivered a robust Professional Learning (PL) catalog with 50+ unique sessions tailored to instructional needs Managed the end-to-end experience, including website upkeep and communications for 30+ hosts and thousands of attendees Tracked, analyzed, and shared attendance and feedback data to support the continuous improvement of course offerings Serve as the primary point of contact for a subset of schools/customers, ensuring high-quality support and engagement Partner Marketing Analyst Aug '19 - Sept '20 Planned and hosted the Annual Marketing Conference (in person and virtual) for 50+ attendees Onboarded and trained all new Marketing Representatives, ensuring alignment with brand strategy and operational expectations. Indiana Connections Academy Aug '11 - Aug '19 Secondary Math Teacher/Master Teacher Supervised 5+ other teachers while also facilitating student learning through multiple math courses Served as the State Testing Coordinating Assistant, coordinating over 3000 students at 18 testing sites