With a successful career in higher education spanning over 35 years, Susan Leigh is the founder of SLC, and the author of the Re-Envision Training and Certification curricula. Susan was previously at DePaul University for 22 years, working as an Associate Professor and Associate Vice President for Enrollment Management and Marketing. Over the past 15 years, Susan has made significant contributions to the advancement of student service standards by consulting and teaching about restructuring, reorganizing and retraining staff, while leveraging technologies to strategically harness the “big data” resident within the student information system. Always keeping students at the center of the discussion, her goal is to accomplish customer-centric business process redesign in higher education.

Following the successful restructuring of DePaul’s Registrar’s office, Susan led the creation of DePaul Central, an award-winning one-stop two-tier cooperative model integrating Student Records, Financial Aid and Student Financial Accounts. In response to student demand for channel-focused improvements, Susan then created the DePaul Central Contact Center that serves students by phone, email, chat and CRM channels using the same two-tiered service design. Deploying a full suite of telephony products in addition to call recording and screen capture, Susan implemented speech analytics and work force management, displaying team stats on desktop dashboards for agents as well as managers.

Expanding on these successful experiences, Susan developed the consulting and training models at the core of SLC, using as the cornerstone, the idea of dynamic data-driven decisions for efficient staffing and streamlined service delivery. SLC has worked with hundreds of institutions in the US and Canada on affordable solutions. A popular speaker at national conferences, Susan is published in ACCRAO and other journals.