Transforming Student Support: Proactive Process Improvements in the Office of the Registrar at the University at Buffalo

We will explore the transformation of customer service in the Office of the Registrar at UB. By implementing proactive process updates, we’ve reduced phone and email inquiries, shifting to a concierge-style model. This approach allows us to offer personalized support to students who need it most. Join us to discover insights, strategies, and best practices that have redefined student support at UB, decreasing inquiry volumes and enhancing the student experience with tailored solutions.

First Learning Outcome: Enhancing student experience and operational efficiency 

Second Learning Outcome: Implementing a concierge-style support model

Third Learning Outcome: Understanding and identifying proactive process improvements

Core Competency: Leadership and Management

Proficiency: Records & Academic Services Proficiencies

Presenter(s): 

Lauren Barnhard University at Buffalo

Joe Rizzo University at Buffalo

kara saunders University at Buffalo