Dennis Kerwin Email & Phone Number

Arlington, Va, Us

Arlington, Va, Us

Provide Customer Success Support for 106 separate instances of the Adovcate/Advocate GME platform. Develop, complete, and present webinars on software features and best practices in the Student Affairs field. Provide system support and creation of system forms for universities to utilize on their campuses. Develop demonstration videos, guides, and meetings on the Advocate/Advocate GME Software. Maintain customer support issues utilizing ZenDesk, ChrunZero, and NetSuite.Create and develop customer renewals to ensure longevity and retaining of customers utilizing the platform. Complete Annual Bussiness Reviews for all clients to understand needs, trends, and customer desires to ensure effective customer support.Maintain and provide initial email response for clients ensuring issues are solved, and questions are answered as needed.

Los Altos, California, Us

Manage upwards of 30 separate instances of the GoSchoolBox clients including private companies, public schools, and and tutoring companies. Create step by step video guides on platform training for system managers. Manage customer support email responding to concerns and providing support to clients in need. Serve as the bridge between product management and customer success by advocating for the needs of both teams and clients. Provide operational support to Customer Success operations utilizing GetGuru, Hubspot, Clickup, and Self Recording software.

Williamsburg, Va, Us

Revitalize and improve efficiency in the advocate system by creating new templates, new system processes and procedures that has allowed for more reporting statistics and support of the William & Mary community through Simplicity’s Advocate and Accommodate products.Maintain access to technological systems for all new hires and necessary parties to ensure effective support including acting as a system administrator for Customer Response Management and Learning Management systems.On-board and train new student success staff members on technological systems for the department.Serve as a lead of the TutorZone, a peer to peer tutoring system for the university. Including developing a new scheduling system, creating a new departmental structure, new departmental positions, and on-boarding of approximately 85 student staff.Created and developed policy and procedure for the Healthy Together Community Commitment response to Covid-19 including the student conduct process.Create, maintain, develop and run new assessment reports for the department on several different particular data points impacting numerous offices.Develop ongoing relationships, procedures, and processes with multiple outside constituent partners within the university including: Arts & Sciences, Residence Life, Athletics, Counseling Center, Student Health and Police Department staff.Maintain custodial documents of student history within the Dean of Students Office, providing accurate records for Legal Counsel as requested.Served as a member of the Accommodations Review Team for Student Accessibility services supporting accommodations for students with disabilities.Triage and ensure completion of over 1900 Care Reports on students of concern per year for the entire university utilizing Symplicity Advocate.Act as a member of the Generalist Dean group taking regular walk-in student appointments to support them throughout any issue that may lead them to the Dean of Students Office..

Richmond, Va, Us

• Facilitate student development through roommate mediations, program oversight, student conduct meetings, and one on one meetings.• Advise six Community Council members through the support of all-hall events and professional development of the council.• Redevelop departmental theme week programs around student safety on an urban campus.• Adjudicate over 150 violations of the student code of conduct as a University Hearing Officer.• Support students of concern in time of crisis with support of mental health concerns, academic concerns, and Title IX incidents.• Participate in an on-call duty rotation for up to 6,200 residential students.• Manage programming model focused on Academic Achievement, Wellbeing, Service and Engagement, Diversity and Inclusion, and Community Building.• Collaborate with housing assignments to facilitate room changes for students including emergency moves due to policy infractions.• Maintain relationships with a facilities coordinator to improve building facilities to provide students with more study space as well as community space.• Provide regular communication and partnerships with information desk staff, mail room staff and housekeeping to ensure a preeminent on campus experience.• Serve as a department representative during first year student orientation to answer questions about living on campus.• Assist in the transition of the information desks including developing new processes for lost and found items, communication logs, and google sites.• Recognized as Professional Staff Member of the Year by Residential Life and Housing.• Project lead for winter RA staff training, creating, developing and implementing a new winter RA training process.• Conduct multiple interviews with Hall Director candidates through phone and in- person interviews.• Developed and managed Graduate Assistant search process overseeing 5 staff members and scheduling and developing interviews for 3 separate positions.

Ypsilanti, Mi, Us

•Supervise, evaluate, and train staff of five Resident Advisors (RA). •Maintain daily operations of a 300-person upperclassmen residence hall.•Manage program, operations, staff development, and community council budgets totaling $3,700•Co-Advise Community Council.•Foster an inclusive learning community by overseeing RA and Community Council programming. •Serve as a member of the staff selection committee, providing and implementing ideas on marketing, interest meetings, and interviews for selecting new student staff. •Participate in an on-call duty rotation to ensure the safety of residents across five residence halls.

Master'S Degree, Educational Leadership - Higher Education Student Affairs

Bachelor'S Degree, Public Relations