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Service: Making it Easy for Your Students

This session is sponsored by


Consistency and efficiency are some of the most challenging things to acquire in the realm of student service and support. The ease with which a student can engage your university or college for support should be top of mind. Hear how the University of Phoenix and its parent company, Apollo Education Group, have embraced the world of real-time knowledge management to create measurable success and consistency in serving its staff, faculty, and student body. Also learn how SNHU’s College for America is leveraging Salesforce and the Platform to create online support communities that empower a robust, seamless support experience.


Karen Tan

Karen Tan, Technical Product Manager, College for America

Karen Tan is a results-driven, confident, self-motivated leader in educational technology who has successfully maintained and improved online learning systems in higher education for 15+ years. In her role as Technical Product Manager at College for America, Karen is responsible for all aspects of the product development life cycle at College for America from initial requirements, design specifications, testing, pilot program, initial rollout and ongoing improvements to the learning, evaluation and coaching portals.

Steve McMillan

Steve McMillan, Director, Enterprise Knowledge Management, University of Phoenix

Steve McMillan is the Director of Enterprise Knowledge Management for the University of Phoenix. Steve and his team of knowledge specialists are responsible for developing, implementing, and maintaining standardized knowledge management methodologies and supporting technologies (SFDC) for UoPX stakeholders, including university staff, faculty, and students. Prior to assuming his current role at the University of Phoenix, Steve served as the Director of the internal IT Service Desk, Director of the Student IT Help Desk, and Lead Director of IT Infrastructure Operations. Steve received his BS in information technology from the University of Phoenix. Steve spends his spare time practicing as a 7th degree black-belt in Jujitsu, and has taught self-defense seminars in both the US and Europe.