Dr. Maricela Alvarado has over 18 years of experience in higher education in various Student Affairs areas, including Student Conduct, Upward Bound, Educational Opportunity Program, Summer Bridge, Student Life, and Fraternity and Sorority Life. In her previous role as the Assistant Dean for Student Affairs in the College of the Arts at California State University, Fullerton, she developed and led college initiatives related to student success, specifically in the areas of improving advising, retention, graduation rates, and closing the achievement gap of underrepresented students.

Maricela was also instrumental in opening the college’s Student Success Center, which supports over 600 students annually. Currently, she serves as the inaugural Director for Online Student Experience where she leads a variety of initiatives and strategic projects that facilitates change and positively enhances access to Online Student Experiences at UC San Diego.

Dr. Alvarado is a first-generation college graduate. Maricela’s research centers on issues of equity, transformational practices, and becoming a student-ready practitioner. As a scholar-practitioner, she has co-authored publications on becoming a student-ready educator. She believes educators play a critical role in student success, especially for historically underrepresented students. She is passionate and dedicated to serving students.

Mary Austin, MS, is the Director of 1Stop Student Services at Empire State University in Saratoga Springs, NY. With over 20 years' experience in higher education, she has served students in various capacities including residence life, adjunct professor, academic and transfer advisor, coordinator of new student orientation and director of admissions.

Motivated by the opportunity to improve the student experience, her focus to streamline college processes, leverage data, and enhance and improve technological systems, provides dynamic, integrated virtual student services that increase student enrollment, retention, satisfaction, and success.

In addition, Mary is an MBTI and Strong Interest Inventory Certified Practitioner who enjoys integrating type-based insights into her work with developing and coaching individuals and teams to reach professional goals.

Elylisa Baldwin serves as the Associate Director of Advising, Career & Transfer services at Union College of Union County. She has previously served in various higher education roles such as Academic Advising, Transfer Specialist & Adjunct of Psychology. Elylisa continues to show her commitment to student success in the work she does within the Student Development division, to not only improve student academic achievements but to make data driven decisions that increase student retention. Elylisa holds a Bachelor and Masters of Arts in the field of Psychology from Kean University.

Barbie Barton is an experienced enrollment management professional with over 13 years' experience in higher education. Currently serving as Associate Director of the Enrollment Services Contact Center at the University of Delaware, she specializes in developing strategic initiatives that enhance student recruitment, retention, and overall enrollment success. With a strong background in data analysis and student engagement, Barbie is passionate about fostering inclusive and supportive learning environments and dedicated to driving innovation in the enrollment process.

Ernest Brevard Jr is the Assistant Vice President for Enrollment Management and Student Success (EMASS) Operations at Morgan State University. Dr. Brevard also teaches in the Graduate Program in Higher Education in the Welch Center for Graduate and Professional Studies here at Goucher College. He has 15+ years of experience in higher education. His knowledge of student development theories, FERPA compliance, fundraising and development, student programming, CAS standards, leadership development, and assessment procedures. Prior to coming to Morgan, he worked in Student Affairs at the College of Charleston.

Dr. Brevard received his Bachelor of Science in Special Education from the College of Charleston, his Master of Science in Education with a specialization in Leadership in Higher Education and Doctor of Education in Curriculum and Instruction from Capella University. He is Quality Matters certified to teach online.

Nan provides project management, strategic planning and research support for the UC San Diego Closing Equity Gaps via Collective Impact Initiative.

Joanna Como, MsEd, (she/her/hers) represents the One Stop Student Services Center at Rutgers University–New Brunswick as a Student Services Advisor. In her daily duties, she supports students across the areas of student accounting, registration, and financial aid. Joanna comes to higher education knowing her positionality is her superpower. Her desire to help others is evident in her journey: family and marital psychology, adolescent addiction treatment, high school guidance counseling, career counseling, applied behavior analysis, and college advising. This background, in combination with her experience as wife and mother, enables Joanna to bring emotional awareness and sensitivity to her interactions that foster positivity with students and those in their inner circles.

Jeri Nichole has over 13 years of experience in higher education. Her desire for learning and devotion to servitude has led Jeri Nichole down a path that fosters a culture of greater student support. She has worked in Financial Aid, Bursar, Accounting Services, Campus Card Services, and now Student Central all at Indiana University Southeast.

In spring of 2019, she helped create and implement the Student Central One-Stop at the first regional campus for Indiana University. As the Director of Student Central, she oversees the operations of the one-stop, focusing on process improvement, tool efficiencies and student business culture. Additionally, in 2024, she seamlessly expanded her responsibilities to include the role of Bursar, overseeing student accounts. Her broad experience and vision consistently advance student support services, making a significant impact on the student experience at IU Southeast.

Mr. James J. Curry, Jr. has over 35 years of experience in higher education with a focus on academic, administrative, operational, and auxiliary services in the public and private sector. He has led small and large administrative teams at public and private universities and has served in consulting roles for academic administration at a variety of higher education institutions.

Mr. Curry is an experienced leader and educator with expertise in a variety of senior-level academic and administrative positions. His area of skill includes project and change management, planning and management; operations, including facilities management and space planning, emergency management, and business continuity; auxiliary services; academic affairs including Middle States Accreditation Team Leader, records and registration, student accounts, one-stop services as well as academic and student success IT implementations. More recent posts include data analytics and student retention technology and academic success platforms.

Mr. Curry has served as an Assistant Vice President of a large student service division where he led service integration and business change including implementing student service metrics divisionally. Prior to serving in this capacity, Mr. Curry served as an Assistant Dean of a large academic school, A Director of a student union facility and served in several special consulting roles for the University Provost.

Mr. Curry received his bachelor’s degree at The College of Staten Island (CUNY) New York, earned a master’s degree in Information Systems at Pace University, and is ABD for his doctoral degree at Northeastern University. In addition to his professional merits, Mr. Curry has published articles and presented nationally at a variety of nationally recognized higher education conferences and journals.

Mr. Curry’s current role is working for ACI Worldwide, Inc. as a New Business Developer where he provides guidance for Colleges and Universities with advancing their campus commerce strategies.

Andrew's journey in higher education spans 16 years, beginning as a Financial Aid Counselor at Embry-Riddle Aeronautical University in Daytona Beach, FL. His passion for assisting students in navigating the complexities of financial aid quickly became evident as he dedicated himself to ensuring they had the necessary resources to succeed academically.

When Andrew had the opportunity to help implement a One Stop, he jumped at the chance. This would allow him to serve the students holistically, remove service barriers and enhance the student experience.

Alyssa Dedrick has been working as a Student Service Specialist for Salem State University’s “one-stop” office, the Student Navigation Center, since March of 2023. Alyssa is also one of several Junior College Completion coaches that are employed within the University’s one stop location. As a Junior Completion Coach, she is able to go the extra mile to assist Junior level college students in taking the proper steps to ensure that their path to graduation is obstacle free.

Prior to making the leap into higher education, Alyssa spent over a decade working with High School aged students and their families to foster their social/emotional well-being. Through various roles, she was able to provide wrap-around services to those in need of greater support than what could be provided in a traditional high school setting. She was previously the Director of Family Services and Professional Development for a Massachusetts-based special education collaborative. This allowed her to not only find what barriers students may face in pursuing both secondary and higher education goals, but help the students, families, and their educator support teams to break down those walls through educational workshops and formal training conferences.

Alyssa graduated Cum Laude with her BA in Psychology from Clark University in Worcester, Massachusetts in May of 2012 and is a member of the Fiat Lux and Psi Chi Honor Societies.

Laura DiChiara is an experienced professional with more than 23 years in higher education. Recently promoted to Interim Assistant Vice President of Enrollment Management, DiChiara is charged with leading Salem State University’s one stop student service center, known as the Student Navigation Center, and student financial services, which comprises the offices of financial aid and student accounts.

As the inaugural leader of the one stop integrated service office, DiChiara’s role as Executive Director of Enrollment and Student Services sought to continuously identify efficiencies in processes and services amongst the functional areas of the registrar, student accounts, financial aid, and ID card services. Previously, she served as the Associate Registrar at Salem State University where she oversaw the delivery of registration, course scheduling and enrollment planning, technology, and customer services.

From 2005-2008, she held the position of Associate Director of Student Accounts responsible for collection services. She has also worked 26 years in the hospitality industry, last serving as an Operations Manager for Marriott International.

DiChiara holds a doctorate in organizational leadership and communication from Northeastern University and a Master's Degree in Business Administration from Salem State University. She specializes in service management, organizational change, process improvement, communication and leadership.

Andrea DiSanto serves as a Student Services Advisor at the One Stop Student Services Center, where she is dedicated to guiding students and families through the complexities of financial and registration processes at Rutgers University. Her career in higher education began as a student tour guide turned Campus Programs intern with the Office of Undergraduate Admissions. Before returning to Rutgers, Andrea spent five years teaching Mathematics at Piscataway Public Schools.

A proud Scarlet Knight, Andrea holds both a Bachelor’s degree and a Master of Education from Rutgers University-New Brunswick. Andrea’s commitment to making a positive impact is evident in every aspect of her work. She is passionate about supporting others and thrives on helping them achieve their goals.

Desiree Drindak, director of the veteran and military resource center at Empire State University, is a military spouse and has worked in military education for more than 20 years. Most recently she was the military academic development coordinator for the Office of Veteran and Military Education and a military advisor for the Center for Distance Learning at Empire State University. Previously she served as an on-base advisor and navy college counselor in Norfolk, Virginia. Ms. Drindak holds an M.Ed. in psychology with a concentration in student personnel administration in higher education from Springfield College, Springfield, Massachusetts.

Ms. Drindak received the Patriot Award from the United States Department of Defense, is a past president of the New York State Advisory Council on Military Education, and served as a subcommittee chair on the SUNY Veteran and Military Action Council. She currently serves as a member of SUNY’s Council for Advancement of Military Students.

Tim DuFresne is the Supervisor of Wolverine Services, the University of Michigan, Ann Arbor's Financial Aid & Registrar front desk. He is a graduate of California State University Chico and Iowa State University and has worked in higher education for 10 years. Wolverine Services serves as the front desk for the Financial Aid and Registrar's Office and advise students in-person, via live chat and over the phone.

Kay Ellis is a Student Services Specialist at Mesa Community College in Arizona. In addition to providing exceptional One Stop Enrollment Services at the Front Counter and Virtual Front Counter, she is the Lead for the Welcome Desk. As the Lead, she provides leadership to staff, gives regular customer service trainings, and models best practices at the Welcome Desk.

She received her BS degree in Zoology from California State Polytechnic University, Pomona while working for The Walt Disney Company in various roles including leadership and training. In her role at MCC, she also participates as a Tri-Chair for both district-wide and MCC-specific Rock EnROLLment events which are one day events promoting one stop services; in a single day, students can be admitted, advised, enrolled, and provided FAFSA resources and guidance. Her ten years of experience in leadership, mentoring, and training at the Walt Disney Company has provided her with the knowledge and resources to develop a student service excellence training and practice for current and new staff members that is efficient and both policy and empathy driven.

Emily Engelschall has been a dedicated member of the University of California, Riverside (UCR) community since June 2001, where she has held various roles within the Undergraduate Recruitment, Outreach, and Undergraduate Admissions departments. She served as the Director of Undergraduate Admissions from March 2013 through March 2022 and stepped into the role of Interim Associate Vice Chancellor of Enrollment Services in November 2019, assuming the permanent position in March of 2022.

In her current capacity, Emily serves as UCR’s Chief Enrollment Officer. Her responsibilities include the implementation and ongoing evaluation of a comprehensive enrollment management strategic plan. This plan focuses on maintaining and enhancing the quality and diversity of

UCR’s student body. Emily’s leadership is pivotal in driving initiatives that align with the university’s mission and strategic goals. Under Emily’s leadership, Enrollment Services has developed a strategic plan that takes her organization through the 2030 academic year.

Emily’s background and early career experiences have equipped her with a robust skill set in enrollment management and student affairs. Her long-standing commitment to the field is evident through her strategic vision and operational excellence at UCR.

Chris Enstrom earned a bachelor’s degree in English in 1993 and a master’s in English in 1997, from Eastern Illinois University. From 2006-2016, Chris worked in several capacities for the 21st Century Scholars Program, an Indiana program that provides support services and full college tuition to low-income Hoosiers pursuing a post-secondary education, starting his career recruiting eligible middle school students and ending his career as the state director–supervising a staff that supports over 100,000 21st Century Scholars enrolled across the state.

In 2016, Chris took a position with Student Central at Indiana University, Bloomington, which provides customer service for students and authorized third-party users for questions related to billing, financial aid and student records. In his current position as Senior Associate Director, he manages the Contact Center and oversees staff training and continuous education initiatives.

Criselis Estrella Regalado currently serves as a Student Services Generalist in the One-Stop at Union College of Union County, NJ. Her previous roles in higher education include serving as a Student Services Associate and Adjunct. Her journey in higher education began at UCNJ, where she worked as a Student Worker at the One-Stop for two years while pursuing her undergraduate degree.

In addition to her associate’s degree from UCNJ, she holds a bachelor’s degree in social work from Rutgers University and is pursuing a master’s degree in counseling at Montclair State University. In her role as a Student Services Generalist, Criselis supports current and incoming students in achieving their academic goals. She also co-supervises student workers at the One-Stop, drawing on her extensive professional and student experience.

Elliot Felix is a student success author, speaker, and consultant to more than a hundred colleges and universities. He uses his background in design to make college work for all students by improving the spaces they learn and live in, the support services they rely on, and the technology they use.

Over the last 20 years, he has spoken at SxSW Edu, taught courses on innovation, and worked with more than 100 universities including Carnegie Mellon, MIT, NYU, NC State, and the University of Virginia. brightspot, the higher education strategy consulting company he founded in 2011 was acquired by Buro Happold in 2020 where he now leads the higher education advisory practice. Elliot has improved the experience of more than 1,000,000 students.

You can find his work in Fast Company, Forbes, and The Chronicle of Higher Education. His book How to Get the Most Out of College was published in January 2022 and received a blue star from Kirkus Reviews, calling it a "knowledgeable, enthusiastic guide packed with strategies and encouragement.” He lives in Minneapolis with his son Theo, daughter Nora, and wife Liz.

Ryan currently serves as the Director of the Enrollment Services Center at The Pennsylvania State University, where his goal is to enhance operational efficiencies and enrich the student experience. Ryan previously served in the Department of Academic Enrichment and Learning at East Stroudsburg University of Pennsylvania, as the Manhattan Operations Manager at New York University’s StudentLink Center, and as the Associate Registrar for Customer Service at Penn State.

Ryan's current focus is collaborating with senior management on the development of the Enrollment Services Center, a consolidated service center within Enrollment Management at Penn State aimed at streamlining processes and improving service delivery. Ryan earned his bachelor's degree in history from Penn State and holds a master's degree in history from East Stroudsburg University of Pennsylvania, where his passion for higher education began. 

Kristin FitzSimons has been with the Office of Enrollment Management and Marketing at SUNY Empire since 2006. She has served in various leadership positions including Assistant Director of Admissions, Interim Director of the Student Information Center, the Director of the Begin Team, and most recently as Director of Strategic Planning and Development. She excels in making operational improvements to customer service teams through skill assessment, training and professional development, implementing new technologies and optimizing workflows. She was a founding member of the university’s 1Stop initiative, building new relationships across the university and advocating for a student-centric experience in a distributed learning environment.

In 2018, she assumed leadership of undergraduate student onboarding as the Director of the Begin Team. Here, she rebranded the department, collaborated closely with Academic Affairs to optimize workflows, and conducted a thorough skills assessment of her team. Recognizing the importance of inclusivity in decision-making, she adopted a flat management model, ensuring all team members had equal input on strategic initiatives such as data management and technology integration. Her proactive approach to leadership prepares teams to effectively respond to unexpected challenges such as piloting remote work practices and swiftly adopting technologies like Microsoft Teams during the COVID-19 pandemic.

Throughout her career, Kristin has prioritized personal and professional growth, earning an M.S. in Information Science from the University of Albany in 2016. Her commitment to continuous learning and innovation was evident by her appointment as Director of Strategic Planning and Development May of 2023. Her expertise in leadership and development continues to drive forward-thinking solutions such the Office of Enrollment Management and Marketing - Management and Leadership Program presented at the 2024 ISSP Annual Conference.

Beth Griesbauer is the SVP of Sales and Partner Success at Ivy.ai, a leading AI chatbot platform provider in higher education. With a wealth of experience in sales leadership and strategic partnerships, Beth is dedicated to driving growth and ensuring success throughout the entire customer journey. At Ivy.ai, Beth leads a dynamic team focused on delivering innovative chatbot solutions that enhance student engagement and streamline operations across the entire institution. Beth's expertise in AI and higher education has been instrumental in expanding Ivy.ai's market presence and achieving significant revenue milestones.

Aaron has been working in higher education for 27 years. Hamilton served in various roles in undergraduate admissions in both recruitment and operation areas and currently serves as the Director of OneStop Student Services and Building Coordinator for the Shocker Success Center at Wichita State University.

OneStop Student Services serves as the first point-of-contact for students and addresses student questions about admissions, financial aid, student accounts, records and registration, and more. OneStop also advises all first-year students. The Shocker Success Center houses 18 student-serving departments providing one, centralized location for tutoring, OneStop services, and so much more.

Aaron lives by the motto “Student-centered, data-informed” as he works to improve retention rates while serving on the Student Success and Persistence team and President’s Inclusiveness Council at Wichita State.

Sharon Harrison, SVP of Marketing at Ivy.ai, has been instrumental in driving the company’s growth since her early days on the sales team. Her strategic thinking and dedication to clear, impactful messaging have been key to Ivy's success. Now leading an outstanding marketing team, Sharon ensures that every campaign is cohesive, targeted, and aligned with Ivy's mission to deliver exceptional products and experiences to its customers. Her leadership style emphasizes collaboration and innovation, making her a pivotal force in Ivy's continued evolution and success in the AI-driven communication space.

Blaine Haugen is a dedicated Student Service Specialist at the University of Alberta, bringing over seven years of experience in various roles within post-secondary education. Since 2017, Blaine has played a role in enhancing student experiences through her work in student services. Her passion lies in applying a student-focused approach to the design and implementation of projects and systems within the Student Service Centre.

Blaine excels in leading projects that aim to streamline processes and improve service delivery for students. Her experience includes successfully leading initiatives that have resulted in more efficient and student-friendly service environments. Additionally, Blaine has facilitated training sessions for the Student Service Centre advising team, focusing on best practices in student support and customer service.

Blaine's commitment to student success is evident in her work, where she strives to ensure that all initiatives align with the needs of the student community. Blaine holds a Bachelor of Arts Degree in Recreation, Sport and, Tourism from the University of Alberta.

Alexis Hernandez serves as a Training Coordinator at the Texas One Stop. In her role, she creates and updates staff training; and advises prospective and current students and their families on financial aid and registration topics. Alexis has over 7 years in experience working in higher education in student-oriented roles from a student health services student worker, an administrative assistant at a writing center, and a One Stop coordinator before transitioning to her current role as a trainer. She earned her B.S. in Business and M.Ed. in Educational Psychology from Texas A&M University. Alexis’ focus is to incorporate her knowledge from educational psychology and business to create the most effective trainings for the One Stop team and constantly evolve how we approach student services.

Samantha Hui is an Admissions and Records Student Services Specialist, Sr. with Mesa Community College. She is the coordinator for the Enrollment Center's Frontline Services Team. As the coordinator, she schedules the Frontline staff, handles first level escalations, and regularly establishes service observations with staff. As the coordinator in a One Stop Shop Enrollment Center, she also acts as the liaison among A&R, Financial Aid, Cashiers, and other departments. She began her career with Mesa Community College in May of 2022 as a Student Service Specialist, assisting students at the Welcome Desk, Front Counter, and Virtual Front Counter.

Prior to her work at MCC, she worked for the nonprofit College Bound AZ where she assisted under-represented high school seniors in applying for college, drafting admissions essays, and submitting their FAFSA. Having been a first generation college student herself, Samantha understands the importance a first impression and continued support can have on vulnerable student populations' success. The student connections she has made throughout her career in education has strengthened her commitment to ensuring empathic, policy-driven customer service.

Stephanie Jones, Ed.M., is a Team Lead at the One Stop Student Services Center. A member of the One Stop Leadership team, Stephanie is responsible for hiring, coaching, supervising, training, and evaluating a staff of Student Services Advisors, promoting a high level of customer service, and supporting operations and workflow management for the department. As chair the Assessment and Quality Assurance committee, Stephanie is charged with leading projects, reporting, as well as developing, managing, and proving data, feedback and guidance for the interaction survey used throughout student-facing units in Enrollment Management.

Stephanie has over a decade of experience in higher education, having previously served in an academic advising and counseling capacity, earned her Bachelor’s degree from Rutgers University and Master’s degree in Counseling Psychology from Rutgers Graduate School of Education.

Kate currently serves WVU as a specialist with the Compliance and Training team. Her primary responsibilities include coordinating departmental onboarding and weekly training for Student Financial Services. She is also on the Executive Board of WVASFAA and serves as chair of the Conference Committee. She has been with WVU since 2018 when she started as a member of the WVU Hub then served as a Hub Manager for nearly two years. Kate led the WVU Hub Intern program for Federal Work-Study students and was an active part of the training and mentoring teams.

Before WVU, Kate taught high school for four years and was involved in creating curriculum for high school Spanish courses. She has a M.Ed from WVU and a BA in International Cultural Studies from Waynesburg University.

Kate lives in Uniontown, PA with her husband and two kids who would say she is an expert in Disney/Pixar trivia and has perfected the art of making a peanut butter and jelly sandwich.

Mr. Jamie Kosh is the Campus and Professional School Liaison at Penn State University at the University Park campus in the Office of Student Aid. He is responsible for supporting 21 campus locations and graduate/professional schools in the Penn State University system with financial aid support services. Prior to this role, Jamie was a student aid coordinator working on the Communication Team in the Office of Student Aid, University Park location. In this role, Jamie supported outreach activities, as well as managing daily email and ServiceNOW system requests.

Before working at the Penn State University Park campus, Jamie worked at Penn State Altoona, in the Office of Student Aid, and Saint Francis University, in the Financial Aid office. Jamie received his Master’s degree in Student Affairs in Higher Education (SAHE) from IUP and MBA from Saint Francis University. He has over 25 years of professional experience in student aid and higher education.

Tara has been a member of the WVU Hub team since March 2016 when the Hub first opened. She currently is responsible for overisght of Customer Service and Quality Assurance within the Hub as well as serves as the point of contact for Revenue Management. Tara has a Masters in Higher Education Administration and Student Personnel from Kent State University as well as a Bachelors Degree in Secondary Education-Integrated Mathematics, also from Kent State.

In a former life, Tara taught high school math in Ohio and West Virginia. She also has experience in Residence Life, Greek Life, New Student Orientation, Student Conduct, and collegiate teaching--all at Marietta College. In her spare time she is with her 3 daughters and husband, usually at the pool officiating USA Swim meets.

Nilsa Lam is currently serving as Senior Operations Manager at New York University's StudentLink Center. With over 20 years of experience in a one stop setting, Nilsa extends her professional experience to pioneering social media strategies that enhance student engagement and community outreach. At NYU along with overseeing the Center's data analysis and office training initiatives, she also manages the Center's social media content and orchestrates public events aimed at educating and empowering students and families. Nilsa's approach has been instrumental in raising awareness about Center's services and keeping students and families informed about administrative student services.

With a Master of Science in Education in Higher Education Administration and certifications including Certified ScrumMaster and Harvard's Management Development Program, Nilsa combines academic expertise with hands-on experience in implementing transformational initiatives. She has presented at national and regional conferences, where she shares insights on leveraging technology for operational excellence and student-centered service models.

Robyn Lawther brings 18 years of experience in higher education to her role as Associate Dean of Student Support and Advising at Embry-Riddle Aeronautical University. With a passion for student success and academic development, Mrs. Lawther oversees a team dedicated to providing comprehensive services that support students throughout their academic journeys.

Robyn holds a Master of Science in School Counseling from Stetson University. In her current role, she collaborates closely with faculty, staff, and students to enhance available resources for her staff and ensure that all students receive personalized guidance tailored to their academic and professional goals. Her leadership is instrumental in cultivating a culture of excellence and student empowerment within Embry-Riddle Aeronautical University.

Charity Lomax serves as the Director of Enrollment Operations at Sinclair Community College in Dayton, Ohio. She holds a Master of Arts in Education and has been with Sinclair since 2008, serving in various roles within the Student Development Division.

In 2024, she completed the Ohio Association of Community Colleges Leadership Academy, an accomplishment recognized by Sinclair’s President and the College’s Board of Trustees. Lomax played a key role in the design, construction, and implementation of Sinclair’s Welcome Center, which officially opened in 2019.

As Director of Enrollment Operations, she oversees several key departments, including the Welcome Center, the College for Lifelong Learning, Academic and Placement Testing, and Training and Development.

Since the early 2000's, Heather Luchkow has worked supporting students primarily at the University of Alberta in Edmonton. With roles supporting campus mental health, academic and admissions advising, she has embraced the delights and challenges of the one stop shop as a Student Service Advisor for the last three years. With an emphasis on empathy and connection with both students and her colleagues, she champions excellence in student service. Heather received her Bachelor of Education (Secondary) from the U of A in 2001 and never stopped learning.

Jo Mandal is a passionate advocate for service excellence in higher education, currently serving as a Student Services Manager at Mesa Community College. With a profound dedication to enhancing the student experience, she has leveraged her extensive background in student services to create high-quality, seamless support systems for students. She honed her skills in large-scale higher education contact centers and began her career nine years ago as an academic advisor. She provided in-person, online, and phone support to diverse student populations, advancing to become the STEM Field of Interest Advisor and eventually managing a team of advisors. Her achievements include implementing online advising, advising chat services, student onboarding, and appointment-based advising meetings, significantly improving the student experience. Her commitment to excellence in academic advising has been recognized with numerous awards from Maricopa Community Colleges District and NACADA.

Two years ago, she transitioned to Admissions and Records to manage the Front Line Services Team at Mesa Community College's One-Stop Enrollment Center. She streamlined virtual services, optimized workflow processes, and eliminated paper-based forms, significantly enhancing operational efficiency. Her introduction of student satisfaction surveys for in-person and virtual services improved student satisfaction ratings from 60% to 95%. Her dedication extends to her team as well, focusing on innovation and team growth to enhance the student experience and drive student success and retention.

Marisol Marrero is a highly accomplished executive in higher education with extensive expertise in Enrollment Management Services and Student Affairs. She holds a Bachelor’s degree in Psychology and two Master of Science in Education (MSEd) degrees—one in Counseling and the other in Higher Education Administration—along with several certifications.

Her experience spans the nonprofit, private, and public sectors, and she is particularly skilled in cross-training staff, implementing new initiatives, setting strategic priorities, managing projects, and assessing programs. Marisol has held leadership positions where she successfully established three One-Stop centers in higher education. These initiatives streamlined student services, improving accessibility and support for students throughout their academic journeys.

Dominique Maynard is the Associate Director of One Stop Operations at UCNJ. She oversees staffing, scheduling, training, and more. She has been working in the One Stop Center since August 2021 and enjoys being able to assist students in an efficient and more welcoming environment. She has been working in higher education in various capacities since 2016 including academic advising, orientation, residence life, and teaching.

Dominique earned her B.S. in Psychology with a minor in Family Studies from Towson University and her M.Ed. in Higher Education with a concentration in Student Affairs Administration from UNC Greensboro. She is currently a doctoral candidate in Rowan University’s Ed.D. program for Educational Leadership program with a concentration in Community College Leadership.

Anh has been working in post-secondary environments for over a decade. Throughout her career, she has been working in various contexts and educational systems, but what continues to motivate her is the success of the students and staff who support them.

Anh has held different positions within the Student Services at the University of Alberta for the past 10 years. For the last few years, with the expansion of the Student Service Centre at the University of Alberta, Anh has continuously onboarded multiple cohorts of advisors for the frontline positions and supports her staff through the implementation of new technologies and changes. Her passion in her leadership journey is the focus on excellence in student services and the commitment to fostering team development and success. Anh holds two bachelor degrees in Education, and a Master of Education specialized in Adult Education from University of Alberta.

Zack O'Neill is the inaugural director of the University of Florida's OneStop Enrollment Services and oversees the delivery of centralized and integrated student-focused services to students throughout their enrollment life-cycle.

Zach joined UF in 2010 as a team member in Student Financial Aid and Scholarships, where he held a variety of progressively responsible roles in the areas of athletics, the Florida Bright Futures program, state and institutional scholarships, student employment, and financial aid advising, before joining the newly created OneStop in 2021.

He maintains a firm commitment to enhancing the student experience as they pursue their educational goals. Zack holds a bachelor's degree in Communications from the University of Central Florida and a master's degree in Public Administration from Florida Gulf Coast University.

Raven Pereida is the Assistant Director for Training at the Texas One Stop at The University of Texas at Austin. In her role, she provides guidance, motivation, and transparency to incoming and current enrollment coordinators. Raven develops and creates new hire and refresher training curricula to improve staff knowledge related to financial aid, registrar, and tuition billing. Throughout her career at The University of Texas at Austin, she has learned invaluable lessons on sustaining training materials and curriculum for various departments, prioritizing student success, and staff retention.

Her pursuit of a Master of Education has further honed her leadership skills, allowing her to accumulate expansive knowledge and skills in training and development, and technology. As a U.S. Army veteran, Raven’s foremost focus has always been to support and provide leadership to her One Stop team.

Richelle Saalfeld (she/her) is the Training Coordinator for the University of Nebraska-Lincoln’s one-stop, Husker Hub, with a passion for empowering individuals through innovative and effective training methods. With nearly 10 years of experience in the field, Richelle has successfully developed and managed comprehensive training initiatives for diverse populations of learners. Richelle has held several student services-centered roles starting as a federal work study student during her undergraduate career and served as a Financial Aid Advisor and Senior Student Services Specialist. She is dedicated to staying at the forefront of the training field, continually seeking out new strategies and technologies to enhance her training programs.

Richelle holds a Master of Arts in Higher Education Administration and a Bachelor of Science in Education and Human Sciences and is an active member of the NASFAA, RMASFAA, a graduate of the Leadership Pipeline with RMASFAA, and NeASFAA. When not working, Richelle enjoys reading, collecting vinyl records, musical theatre, and is a proud plant parent to a small garden of 16 house plants.

Scott has had more than 24 years in higher education working on both sides of the house (administration and academic affairs) as well as in for and non-profit. Scott has facilitated the One Stop Leadership panel for several years at ISSP and is a former member of the event committee for ISSP. Scott currently serves as Assistant Campus Director for Stanbridge University's Los Angeles Campus (Alhambra) and has been a Director of One Stop Student Services with UMASS Global and the founder of JFOSE (The Journal for One Stop Excellence). In his spare time, Scott travels the world and has been to more than 36 countries.

My name is Jake Saunders, and I am a Senior Assistant Director at Boston University’s one stop, called the FirstPoint-University Service Center. I have worked in higher education with BU since May of 2022. At the time I was an outsider to the world of higher ed. I spent 14 years before coming to BU working various roles in the Fitness Industry. I was a trainer, manager, small business owner, and high school track and field coach. During the pandemic that industry became very concerning, and I was determined to provide more stability for my family while simultaneously preparing for my two young daughters’ future educations. When I applied for my current position, our Executive Director, Sylvia Cypher, recognized my transferable skills and gave me a shot. I am thrilled to have shifted career paths when I did and could not imagine working in a different industry.

Santanna Schunk is the Assistant Director of Husker Hub, the University of Nebraska-Lincoln’s one stop. She has a passion for promoting diversity, equity, and inclusion in all areas of higher education and empowering individuals’ growth through providing training and professional development opportunities. Santanna began working in the world of financial aid as a Federal Work-Study student 7 years ago and has been alongside the development of Husker Hub since its inception in 2019. She was promoted to Student Services Specialist after obtaining her undergraduate degree in 2020.

Santanna holds a bachelor’s degree in forensic science with specialization in Crime Scene Investigation which gives her a unique approach to problem solving and approaching staff development from a holistic perspective. Throughout her career she has been an active member of NASFAA, RMASFAA, and NeASFAA. She is also an active member of Zeta Phi Beta Sorority, Incorporated supporting women in being productive leaders of their communities and careers. When not working, Santanna enjoys creating art, doing yoga, collecting houseplants, and snuggling with her dog, Deuce.

Christian is a young professional who has recently started his career in higher education. He focuses many of his efforts on student development and holistic care as informed by key literature in the space. While serving as the Coordinator of the Student Solutions Center at the University of North Texas at Dallas, he created a skills pipeline for student assistance. He enriched the skill development and experience of student assistance.

Being the only full-time staff member for the office, Christian has developed new ways to leverage campus resources to help alleviate pain points for his team. Over the last year, his priority was to address the intense emotional labor that frontline staff experience when working in integrated student services, which led to the development of conference proposals and a pilot study.

Julie Selander, Ph.D. is the Director of One Stop Student Services at the University of Minnesota. Julie has worked in higher education administration and finance for over 33 years and her experience includes a variety of leadership positions in student services and service operations. In 2000, she collaborated with her colleagues to develop the “One Stop” model, providing seamless and integrated student services in the areas of enrollment, registration, financial aid, billing, academic records, and veteran services.

Julie is a founding board member and is currently serving as the President for the Institute for Student Services Professionals (ISSP). Julie has provided consulting services with a wide variety of public and private colleges and universities around the country, including some from around the globe (Sweden, Australia, China, Japan, Canada, and England), and has assisted clients with creating and implementing integrated student service models and other continuous improvement projects. Julie presents frequently to national and regional audiences on various topics related to higher education student services. She has written several articles for publication, including a chapter for NACUBO’s Student Centered Financial Services: Innovations That Succeed.

Julie has her bachelor’s, master’s, and PhD degrees from the University of Minnesota. Her PhD is in Organizational Leadership, Policy, and Development with an emphasis in Higher Education. She has been a part-time instructor for several years at the University of Minnesota and has taught Strategic Customer Relationship Management and Customer Service Training.

Lin is the assistant director at the WVU Hub who oversees training and system operations. She works closely with home offices to develop training plans, create content, and conduct training sessions. After joining the WVU Hub in 2017, Lin gained first-hand experience working as a student service coordinator, and is committed to continuous service improvement as a member of the leadership team within the WVU Hub.

Prior to WVU Hub, Lin served in senior management roles in commercial businesses, restoring business by establishing new policies and training programs. Her experience spans various solutions on improving service-centered department collaborations, effective training, and efficient business operations. She earned her Bachelor’s Degree in law from Xiamen University and Master’s Degree in law from College of William & Mary. Lin enjoys trying new things, meeting new people, and she is bilingual in English and Chinese.

As Director of Enrollment Services at Southern Methodist University, Claudia Shelton serves the Mane Desk team, which entered its final phase of becoming one-stop service center in January of 2023. Her approach is influenced by a broad range of experiences, from working as a server in a restaurant and a client manager for multi-million-dollar design projects, to teaching in a private early childhood setting and leading operations of a K-12 charter school. An SMU alumna with a bachelor's degree in Corporate Communications, Claudia is steadily streamlining student processes and helping others enhance their service offerings.

Jeff Shikaze has been the Community Engagement Manager at WaitWell for the past two years, playing a senior role on the marketing team. His main focus is on engaging and supporting key markets, including higher education, government, and hospitality. Through his involvement with several higher education associations, Jeff has gained important industry knowledge to better understand and support his customers. Such associations he has worked with and supported include: ISSP, AACRAO, NASFAA, and NACUBO. 

Before WaitWell, Jeff was a Growth Marketing Manager at a financial technology company in Canada. Prior to that, he worked in hospitality as an event organizer for restaurants and entertainment venues, where he developed his skills in marketing and customer engagement. Jeff holds a bachelor's degree in marketing from the University of Calgary in Alberta, Canada.

Alex Spaul is an experienced higher education professional with a robust background in enrollment management, admissions, and student recruitment. He holds a Master of Business Administration and a Bachelor of Arts in Psychology, both from Wesley College in Delaware. His career is marked by a strong focus on data-driven decision-making, strategic planning, and customer service.

Currently serving as the Assistant Director of Enrollment Services at the University of Delaware, Alex has also worked as the Assistant Director of Undergraduate Admissions at West Chester University of Pennsylvania. Prior to this role, he served first as an admissions counselor, and then Senior Admissions Counselor at Wesley College.

Jay Stefanelli, PhD, serves as the Director of the One Stop Student Services Center. In his role, Jay provides vision, leadership, and management of the staff and operations of the center. Jay embraces the great responsibility held by universities to foster positive student experiences and remove barriers for students. As such, he acts as an ambassador to the greater university community, cultivating relationships and encouraging and prioritizing innovation, to modernize student services and revolutionize the student experience.

Dr. Stefanelli has nearly two decades of experience in higher education in enrollment management and student services, earned his Bachelor’s degree from Rutgers University, his MBA from Rutgers Business School, and his PhD in Higher Education from Rutgers Graduate School of Education.

Speaker profile coming soon.

Olubanke Taiwo is the Associate Director of Student Solutions & Momentum Center at the University of West Georgia (UWG), bringing 5 years of experience in Higher Education. Since starting her career in 2019, she has rapidly advanced from frontline student support to her current role. She holds a Master’s in Public Administration, along with certificates in Public Management & Nonprofit Management and Community Development, and a Bachelor of Science in Biology with a Pre-med concentration from the University of West Georgia.

Dedicated to service excellence and enhancing the student experience, Olubanke also serves as a Notary Public on UWG's campus and has been a Cornerstone/First-Year Seminar faculty member for two fall semesters. She has collaborated on numerous successful initiatives at UWG, improving student support services and fostering a more inclusive campus environment. Her passion lies in continuously providing UWG stakeholders with positive and enriching experiences.

Dr. Kara Turner is Morgan State University's inaugural Vice President for Enrollment Management and Student Success. She was appointed to the position July 1, 2016. Her major responsibility at Morgan is to provide strategic leadership to the University's enrollment management efforts, including overseeing eight student services offices (Undergraduate Admission and Recruitment, Financial Aid, Student Success and Retention, the Center for Academic Success and Achievement, Records and Registration, Transfer Center, Strategic Enrollment Partnerships, and Student Leadership and Scholar Development). Under her leadership, the University has experienced sustained increases in first to second year retention rates and new student enrollment, and a more than ten percentage point decrease in the federal loan cohort default rate. Additionally, numerous enhancements to student services have been implemented, including transitioning to centralized first-year advising, implementation of automated early alert and degree auditing systems, and an electronic institutional aid application process. She is currently spearheading the University's 50 by 25 Campaign, to increase the University's six-year graduation rate to 50% by 2025, and leading the University's implementation of a $716,700 HBCU Student Success Grant from Lumina Foundation.

Dr. Turner has worked at Morgan since 2002. Prior to being appointed Vice President, she served in numerous administrative positions, including Associate Provost for Enrollment Management and Student Academic Support Services, Assistant Provost, Interim Assistant Vice President for Academic Affairs, Associate Dean-College of Liberal Arts, and Assistant Dean-College of Liberal Arts. Dr. Turner earned her B.A. in Political Science and Africana Studies from Rutgers University and her M.A. and Ph.D. in American History from Duke University. Prior to coming to Morgan in 2002, she served as Assistant to the Dean of Liberal Arts and Education and Assistant Professor of History at Virginia State University. Dr. Turner's research specialty is African American civil rights and educational history. She is the author of several publications related to these fields, including book chapters, peer­-reviewed journal articles, book reviews, and encyclopedia entries. She's also given numerous scholarly and public presentations on these topics at national conferences, schools, universities, and community venues.

Dr. Turner has a vast array of experience in Academic Affairs and Enrollment Management, and is committed to ensuring that students from all socioeconomic backgrounds and all levels of academic preparedness are given the opportunity to obtain a college degree.

Colleen Ubl, MSW, currently serves as a Student Services Advisor with the One Stop Student Services Center at Rutgers University-New Brunswick, demonstrating a daily commitment to fostering a culture of student-centered advocacy. She actively contributes to training and onboarding new teammates, leads special project collaborations with the Office of Financial Aid, and supports the management of student interaction quality assurance.

Prior to joining RU-New Brunswick’s One Stop, Colleen’s areas of expertise included Student Accounting and Undergraduate Admissions. A proud two-time Rutgers Alum, she earned her Bachelor of Arts in Psychology from the School of Arts and Sciences, and her Master of Social Work from the School of Social Work.

Jennifer Vaden is a seasoned student services professional and data science enthusiast turned consultant with more than twenty years of higher education experience. Prior to starting her own consulting practice, she served as the director of Student Financial & Registration Services at the George Washington University, where she also earned her master's degree in Higher Education Administration. While there, Jennifer spearheaded GW’s transition from a colocation student services model to a fully integrated one-stop student services team. Her collaborative, data-informed approach to supporting clients is grounded in the belief that working as one team, we can transform our colleges and universities into models of innovation and service excellence.

Jean Valencia serves as a student services generalist in the One-Stop at Union College of Union County, NJ. He is an alumnus of UCNJ and a Kean University graduate where he earned his bachelor’s degree in criminal justice. He had the opportunity to start working in higher education at UCNJ and has been an academic advisor for over 2 years in the One-Stop department. As a student services generalist his responsibilities are to assist current and potential students in guiding them to their goals. He also spearheads the nursing registration for the college’s current and potential nursing students. He continues to attain and sharpen his skills to better assist with their education and career goals!

Shannon Vander Meulen is Co-Founder and Chief Marketing Officer of WaitWell. She founded WaitWell to solve challenges related to delivery services at the busy motor vehicle registry she owned and managed in Calgary, Alberta. In rolling out WaitWell at East Calgary Registry, she discovered that when customers join a digital queue, there is an opportunity to digitally transform the entire customer journey. Before getting into motor vehicle administration, Shannon spend 12 years working in adult education at Bow Valley College. She holds a BA from Carleton University and a Dip Ed in Adult Education from University of Calgary.

Tori Watson has over 20 years of diversified professional industry experience in strategic market analysis, customer engagement, relationship, and project management roles.

Mrs. Watson serves as the AVP, Regional Director for Edamerica and covers the Southeast and Midwest region. In this role, she works with the post-secondary and higher education communities to enhance the student experience by identifying and creating operational efficiencies through shared collaborations. Mrs. Watson’s professional experience has provided her with a unique perspective on how to build strong, cross functional partnerships to solve complex/fluid problems, mobilize change and meet growth objectives.

Mrs. Watson holds a Bachelor of Science in Communications from the University of Tennessee, Knoxville, and has over 18 years of combined service with Edamerica/Edfinancial Services.

Chevaun Whitman serves as the Director for Bear Essentials One-Stop Student Services at Morgan State University. Her professional journey in student services began as a federal work-study student and has led to two decades of experience in various student services roles. Her commitment to the student experience is rooted in her firm belief that we all deserve access to higher education. She is inspired by the people who support students along the way.

George began working at West Virginia University in November 2015 where he became the first Director of the WVU Hub. The WVU Hub is the students’ connection to Financial Aid, Scholarships, Federal Work Study, Student Accounts, Revenue Services, the University Registrar and Admissions. The WVU Hub services the home offices in Morgantown, Keyser and Beckley, WV. Prior to his return to WVU, George assisted in the creation of the Fairmont State University and Pierpont Community Technical College One Stop which included: Financial Aid, Admissions, Student Accounts, Office of the Registrar, Advising, Housing and Dining. During his eleven-year tenure at Fairmont State and Pierpont (2004-2015), George served in many capacities including Scholarship Coordinator, Financial Aid Counselor, Assistant Director of Financial Aid, and Director of Financial Aid.

George began his career in financial aid at West Liberty University (1990-1993) where he was a Financial Aid Counselor, Residence Hall Director and served as Housing Coordinator. He continued his career at Miami (OH) University (1993-2000) where he worked as a Financial Aid Counselor and later became the Assistant Director for Scholarship and Financial Aid. He was a recipient of the Dave Roberts Service Award during his time at Miami. George returned to West Virginia and began working at WVU (2000-2002) as a Financial Aid Counselor and Scholarship Coordinator. In addition to his many years of higher education experience, George has also been an assistant baseball coach at West Virginia University and West Liberty University, and head coach at Fairmont State University where he was the Conference Coach of the Year in 2009. He recently retired from coaching high school baseball after a combined 25 years in coaching.

George currently serves on the ISSP Conference Planning Committee and has contributed to prior Leadership Panels and was the Moderator for the Opening Town Hall at the 2023 Conference. George currently enjoys watching his wife Nikki coach her college softball and summer travel teams. Son Joseph graduated from WVU and helped WVU baseball achieve their highest ranking in school history (#13); his son Thomas march in the WVU band and cheering on his daughter MJ at her swim meets. Recently they had a new arrival: Knox, born in June.

Alyssa Zalewski, M.S.Ed, (she/her/hers) is a professional in higher education with experience in academic advising and student support services. She is passionate about fostering academic success and personal growth. Alyssa excels at creating inclusive, welcoming, and student-centered environments that help students navigate through their journey within higher education and beyond.

Alyssa received a Bachelors Degree in Child Development and Family Relations from Indiana University of Pennsylvania and Master’s of Science in Education – Student Affairs and College Counseling from Monmouth University. Driven by a genuine desire to assist and inspire, Alyssa believes that the true measure of success lies in the ability to contribute to the well-being and success of others.