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Building A One-Stop Shop for Exceptional Constituent Service

This session is sponsored by

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Do your students, faculty and staff suffer from the walk-around where they don’t know where and how to get answers to their questions? In this session, UC Berkeley and UC San Diego discuss how they created a “one-stop shop” for their constituents to ask questions, get help, and find all of the answers they need. UC Berkeley will discuss how they created a center of excellence where students can get the help they need and find answers to questions both online and in a single physical office. UC San Diego will address their implementation approach and strategy of its customer service web portal to campus faculty and staff to present campus employees with a single, centralized portal to ask questions, report issues, and request services that resulted in an increase in self-service, work performance improvements, and strategic and prioritized campus relationship management.


Speakers:

Anne De Luca

Dr. Anne De Luca, Associate Vice Chancellor for Admissions and Enrollment, University of California Berkeley

Dr. Anne De Luca serves as Associate Vice Chancellor for Admissions and Enrollment at the University of California Berkeley. Her portfolio includes Cal Student Central, an administrative “one stop” home for the campus’ 36,000 students. Dr. De Luca has over 20 years of experience in higher education, focusing on creating access and conditions for student success at public research universities. She holds a Bachelor’s degree and Ph.D. from the University of Arizona.


Jenn Glassman

Jenn Glassman, Assistant Director,
Technology & Customer Solutions, University of California San Diego

Jenn Glassman is the program manager for UC San Diego’s SalesForce implementation, which is focused on managing campus faculty and staff interactions with central administration offices. Jenn concurrently manages UC San Diego’s eCommerce platform, which includes supporting 26,000 faculty and staff in source-to-fulfillment transactions.