With a successful career in higher education spanning over 36 years, Susan Leigh is the founder of SLC, and the author of the Re-Envision Training and Certification curricula. Now serving as Assistant Vice President for Enrollment Services at California State University Long Beach, Susan was previously at DePaul University for 22 years, working as an Associate Professor and Associate Vice President for Enrollment Management and Marketing. Over the past 15 years, Susan has made significant contributions to the advancement of student service standards by consulting and teaching about restructuring, reorganizing and retraining staff, while leveraging technologies to strategically harness the “big data” resident within the student information system. Always keeping students at the center of the discussion, her goal is to accomplish customer-centric business process redesign in higher education.
Following the successful restructuring of DePaul’s Registrar’s office into a paper-less two-tiered service design of intake and expert, Susan led the creation of DePaul Central, an award-winning one-stop cooperative model integrating Financial Aid and Student Financial Accounts with two onsite campus locations. In response to student demand for channel-focused improvements, Susan then created the DePaul Central Contact Center 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 implemented speech analytics and work force management, displaying team stats on desktop dashboards for agents as well as managers.
Expanding on these successful experiences, Susan developed the consulting and training models at the core of SLC, using as the cornerstone, the idea of dynamic data-driven decisions for efficient staffing and streamlined service delivery based on the realities of affordable solutions. A popular speaker at national conferences, Susan is published in ACCRAO and other journals.
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