To improve late-stage enrollment yield for the American University of the Caribbean, School of Medicine (AUC) and Ross University School of Medicine (RUSM), this initiative introduced a strategic alumni outreach model targeting undecided prospective students. The objective was to deepen emotional engagement, reinforce the institutional value proposition, and influence commitment by integrating alumni as high-trust, experience-driven touchpoints.
New Student Liaisons (NSLs) were positioned as the central coordinators of this outreach—bridging communication between alumni and prospective students while ensuring outcomes, follow-ups, and feedback were captured consistently. By formalizing this touchpoint strategy, this pilot aimed to convert informal alumni advocacy into a repeatable yield tactic that could scale across institutions.
ROLE
Content Management Analyst
SCOPE
Design a repeatable outreach model to coordinate alumni-student connections, streamline engagement workflows, and support late-stage enrollment yield.
TOOLS / METHOD
Role-aligned content using job aid templates, shared Google Sheets, centralized SharePoint folder to support coordinated outreach and real-time visibility
TIMELINE
April 2025 - Present (This pilot is currently in pilot phase; outcomes and insights will be added as the initiative evolves)
AUC and RUSM saw an opportunity to convert more undecided prospective students through authentic, peer-to-peer conversations—but lacked the infrastructure to do so at scale. Alumni were willing, but the system to support their involvement didn’t yet exist.
Key challenges included:
No standardized process to activate and coordinate alumni outreach
Unclear ownership of communication flows, leaving NSLs underutilized
Inconsistent tracking of prospect outcomes, notes, or next steps
No shared visibility into effectiveness across teams or institutions
Underleveraged trust capital—alumni were valuable, but not operationalized as a strategic asset
This wasn’t just a coordination gap—it was a structural blind spot. Without a system to align people, process, and purpose, a high-impact touchpoint remained informal and unmeasured.
These gaps introduced inconsistent prospect experiences and created friction in how teams executed on one of the most personal stages of the enrollment journey. We needed a centralized, scalable solution that could:
Support NSL coordination workflows
Reinforce training and role expectations
Operationalize alumni outreach as a strategic yield tactic
Drive more consistent engagement at a critical decision point
How can we transform informal alumni conversations into a structured, role-supported system that strengthens student engagement and drives late-stage enrollment decisions—without adding friction for staff?
As the Content Management Analyst within the Training, Development, and Content (TDC) team, I led the strategic development of content infrastructure supporting alumni outreach as a late-stage enrollment lever. My focus was to create systems that aligned staff workflows with student engagement goals—without introducing friction or confusion.
This wasn’t a content drop-off; it was a structural intervention. I worked across institutional needs, role expectations, and performance behaviors to ensure that every asset supported clarity, consistency, and connection.
Key responsibilities and decisions included:
Translating the alumni pilot vision into defined NSL workflows and alumni-facing resources
Developing two job aids to support NSL coordination, tracking, and follow-up processes
Creating institution-specific Google Sheets to capture engagement, outcomes, and action items
Designing a branded Alumni Ambassador Guide to foster message alignment and trust-building
Structuring delivery through SharePoint to support versioning, visibility, and future LMS integration
The solution was a cross-functional communication system designed to formalize alumni outreach without overwhelming staff or students. It enabled consistent engagement, easy tracking, and message alignment across institutions—turning previously informal interactions into a reliable, measurable touchpoint.
The core solution components included:
NSL job aids that standardized coordination, follow-up, and student outcome tracking
Tailored Google Sheets for AUC and RUSM to centralize visibility and reduce information loss
An Alumni Ambassador Guide that positioned alumni as empowered storytellers and peer influencers
A single source of truth on SharePoint to ensure access, accountability, and content governance at scale
Together, these tools turned relationship-building into a repeatable system that supports strategic enrollment goals.
This initiative translated an informal outreach idea into a structured, repeatable system that positioned alumni engagement as a measurable driver of student commitment.
Early outcomes include:
Aligned execution across institutions, with AUC and RUSM teams using tailored yet unified tools
Improved coordination and clarity for NSLs, supported by workflow-specific job aids and embedded decision paths
Centralized data capture, enabling real-time visibility into alumni call attempts, outcomes, and follow-ups
Elevated prospect experience, with alumni prepared to deliver authentic, values-aligned conversations
Operational readiness for scale, with all materials centralized in SharePoint and designed for LMS integration
Note: As the pilot progresses, measured outcomes and impact metrics will be added to assess effectiveness and guide future iterations.
This initiative elevated alumni outreach from a well-intentioned idea into a structured, repeatable system that supports yield strategy at scale. By aligning tools, roles, and workflows around a shared enrollment goal, we transformed informal connection into intentional engagement—without increasing friction for staff.
This project demonstrated that with the right structure, even relationship-based touchpoints can become operational levers—advancing both the student experience and the institution’s commitment outcomes.
This project revealed how often high-value initiatives—like alumni engagement—exist in theory but lack the structure needed to succeed in practice. Everyone agrees alumni are a powerful asset, yet without systems, clarity, and ownership, that value remains underutilized.
Content played a central role in bridging that gap. By designing tools that supported action, not just intention, we transformed a concept into something operational, repeatable, and strategic. It wasn’t about adding more work—it was about aligning what people already value with the support they need to act on it.
This reinforced a core truth in enablement work: content is more than communication—it’s how organizations turn priorities into performance.
Structured content transforms good intentions into scalable outcomes. When organizations invest in the systems behind what they already value, they unlock performance, consistency, and connection where there was previously only potential.