Upcoming Certification Conference at University of Toronto - Nov. 6-11, 2017 Find out more!

Speaking Opportunities

With over twenty-five years experience, Susan Leigh is a popular keynote speaker and session presenter at national conferences in the US and Canada, often addressing the importance of improving the student experience in order to enhance retention and time to graduation. She has frequently presented on the value of service excellence at college and university campuses in keynote or town hall venues, as well as executive or academic governance assemblies.

Please contact us for pricing and schedule details.

REPRESENTATIVE PROFESSIONAL PRESENTATIONS

Customer Service

“Re-Envision Customer Service: Certification Training for Higher Education Professionals.” University of Ontario Institute of Technology, ON, Canada, July, 2015

“Re-Envision Customer Service: Certification Training for Higher Education Professionals.” DePaul University, Chicago, IL, May, 2015

“Student Service and SEM: Training as the Tool to Sharpen Your Competitive Edge.” Workshop presenter, AACRAO SEM, Los Angeles, CA, October, 2014

“Re-Envision Customer Service: Certification Training for Higher Education Professionals.” Workshop presenter, Academic Impressions, Denver, CO, October, 2014

“Customer Service for Higher Education.” Workshop presenter, Academic Impressions, Baltimore, MD, March, 2014

“Measuring Customer Service on Your Campus.” Academic Impressions webinar, 2013.

“Out of the Box: Customer Service Training for Higher Education.” Co-presenter, Academic Impressions, Dallas, TX, March 2013

Presenter, Academic Impressions, Onsite, Norfolk State University, Norfolk, VA, May 2013

Presenter, Onsite, University of Alaska, Anchorage, AK, August 2013

“Train the Trainer: Building Customer Service Skills with Your Enrollment Staff.” Co-presenter, Academic Impressions, Boston, MA, March 2012

“Raising the Bar on Customer Service in Higher Education.”
Academic Impressions webinar, 2012.

“Customer Service Essentials for Enrollment Services Staff.” Co-presenter, Academic Impressions, Chicago, IL, June 2010

Change Management

“Planning a Platinum Roll-out: Mapping the Journey through Change.” Presenter, Astra User Conference, Kansas, KS, October 2013

“Reporting for Academic Scheduling and Forecasting: How to Communicate with your Campus.” Co-presenter, Astra User Conference, Kansas, KS, October 2013

INTEGRATED STUDENT SERVICES

One-Stop

“One-Stop Shop Enterprises: Sharing Experiences with Planning, Implementation, and the Future” Session panelist, AACRAO, Philadelphia, PA, April 2012

“Improving Customer Service with a One-Stop Enrollment Model.” Co-presenter, Academic Impressions, Chicago, IL, June 2011

“Strategically Cost-effective One-Stop Model: Seamless Student Services by Reassigning Staff Roles and Responsibilities.” Presenter, AACRAO SEM, Nashville, TN, November 2010

Contact Center

Small Call Center Success: Creative Solutions at Abbott Vascular & DePaul University Invited to co-present, ICMI ACCE Conference & Expo, Seattle, Washington, May 15, 2013

DePaul Central: Using Recording for Research, Development and Proof of Concept Presenter, Call Copy Users Group, Columbus, OH, September 10, 2012

“DePaul University’s Central Contact Center: Using Quality Assurance Tools for R & D.” ICMI webinar, 2010.

Business Process Models

“Two-Tiered Service Model: Intake plus Expert.” Presenter, AACRAO, Philadelphia, PA, April 2012

“Two-tiered Service Model: Intake plus Expert Centralized Smart Staffing.” Presenter, AACRAO SEM, San Diego, CA, October 2011

“Two-Tiered Service Model: Intake Plus Expert Centralized Smart Staffing.” Presenter, AACRAO SEM, Nashville, TN, November 2010

“DePaul Central: Two-Tiered Service Cooperative Staffing Model.” Presenter, Academic Impressions, Chicago, IL, October 2011

“Two-Tiered Service: Intake Plus Expert Contact Center.”
Presenter, IACRAO, Alsip, IL, October 2010

The Power of Data

“Data-Driven Decisions: Measuring What Matters in Student Records.” Presenter, AACRAO, Philadelphia, PA, April 2012

“Latest in Secure Electronic Exchange of PDF Student Transcripts.” Panelist, AACRAO, Seattle, WA, March 2011

“The Registrar’s Toolkit: DPU’s Online Leave of Absence.”
Co-presenter, AACRAO, Seattle, WA, March 2011

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