SLC Higher Ed helps institutions Re-Envision Customer Service both on campus and online to improve recruitment, student success and retention efforts while enhancing institutional brand identity and long-term loyalty. We provide presentations (keynotes, town halls, etc.) on customer service excellence in higher education, as well as training and consulting. Certificates offered include Silver Fundamental Techniques for the service delivery, Gold Advanced for measuring and managing service… Show more SLC Higher Ed helps institutions Re-Envision Customer Service both on campus and online to improve recruitment, student success and retention efforts while enhancing institutional brand identity and long-term loyalty. We provide presentations (keynotes, town halls, etc.) on customer service excellence in higher education, as well as training and consulting. Certificates offered include Silver Fundamental Techniques for the service delivery, Gold Advanced for measuring and managing service excellence, and Train the Trainer to develop a team of service champions on your campus. SLCHigherEd.com Show less

As AVP for Enrollment Services, Susan provided leadership for the Offices of Admissions, Student Records, Financial Aid, Student Service, Student Administration Systems, as well as the Fiscal and Operational planning for the unit. CSULB Enrollment Services is involved in nearly every aspect of the student’s association with the University, beginning with initial inquiries concerning admission and financial aid opportunities through registration to graduation. While at CSULB, Susan made… Show more As AVP for Enrollment Services, Susan provided leadership for the Offices of Admissions, Student Records, Financial Aid, Student Service, Student Administration Systems, as well as the Fiscal and Operational planning for the unit. CSULB Enrollment Services is involved in nearly every aspect of the student’s association with the University, beginning with initial inquiries concerning admission and financial aid opportunities through registration to graduation. While at CSULB, Susan made considerable progress with student service improvements, including paperless processing, efficient staff reorganization, and office space redesign. Show less

While at DePaul, Susan made significant contributions to the advancement of student service standards by restructuring, reorganizing and retraining staff, while leveraging technologies along with “big data” resident within the student information system to accomplish customer-centric business process redesign. Restructuring first the Registrar’s office in 2002 into a paperless two-tiered service design of intake and expert, in 2006 Susan led the creation of DePaul Central, which integrated… Show more While at DePaul, Susan made significant contributions to the advancement of student service standards by restructuring, reorganizing and retraining staff, while leveraging technologies along with “big data” resident within the student information system to accomplish customer-centric business process redesign. Restructuring first the Registrar’s office in 2002 into a paperless two-tiered service design of intake and expert, in 2006 Susan led the creation of DePaul Central, which integrated Financial Aid, Student Financial Accounts and Student Records into an award-winning one-stop cooperative model with two onsite campus locations.Then, in response to student demand for channel-focused interactions, Susan created the DePaul Central Contact Center in 2011 that serves students by phone, email, chat and CRM channels using the same two-tiered service design. Deploying a full suite of telephony products in addition to call recording and screen capture, Susan also implemented speech analytics and work force management, displaying team stats on desktop dashboards for agents as well as managers. Studied by hundreds of visitors, the small contact center’s key to success has relied on dynamic data driven decisions for efficient staffing and streamlined service delivery based on the realities of affordable solutions. Show less

While first a professor in University of California San Diego’s theatre conservatory, then later at Ohio State’s Theatre Conservatory, Susan worked every summer season at LaJolla Playhouse as Resident Voice and Dialect Coach. Working with many talented directors and actors each season, Susan was a member of the artistic team under Des McAnuff’s leadership as the Playhouse Artistic Director.

As Associate Professor in the OSU Theatre Conservator, Susan taught Speech for the Stage in both the graduate and undergraduate programs. While at OSU Susan directed classical theatre from Aphra Behn’s The Rover to Jerome Lawrence’s Inherit the Wind.