The Cyber Team

194 views
150 views

Published on

Published in: Education, Economy & Finance
0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total views
194
On SlideShare
0
From Embeds
0
Number of Embeds
3
Actions
Shares
0
Downloads
1
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide
  • Large Book - (plastic coated pages)
  • The Cyber Team

    1. 1. Patrick Booth and Berta Royer
    2. 2. <ul><li>Call Center Established 1995 </li></ul><ul><li>Original Team </li></ul><ul><ul><li>Operator > Team > Zeacom </li></ul></ul><ul><li>Lead by Dr. Patrick Rinard </li></ul><ul><ul><li>Cynthia Thomas the Operator </li></ul></ul><ul><ul><li>Staff Assistant, 2 Student Assistants </li></ul></ul>
    3. 3. <ul><li>Locations </li></ul><ul><ul><li>Operator Attic at Gibbs </li></ul></ul><ul><ul><li>Old District Portable > HEC Information > Epi-DO </li></ul></ul><ul><li>Method: </li></ul><ul><ul><li>Large Book </li></ul></ul><ul><ul><ul><li>Campus and Department Information </li></ul></ul></ul><ul><ul><li>Catalog </li></ul></ul><ul><ul><li>Rotated Phone Calls </li></ul></ul><ul><li>Information Mail Outs (Sorted) </li></ul><ul><ul><li>Course Schedule Booklets, Catalogs, etc. </li></ul></ul>
    4. 4. <ul><li>General Information </li></ul><ul><li>Cont. Ed. Registration </li></ul><ul><li>Departmental Questions </li></ul><ul><li>Admissions Process </li></ul><ul><li>Registration Steps </li></ul><ul><li>Transient Students </li></ul><ul><li>MySPC Walk Through </li></ul><ul><li>Residency & Holds </li></ul>
    5. 5. <ul><li>Started 2008 </li></ul><ul><li>Original Team </li></ul><ul><ul><li>Lead by: Alice Marks and Federal Work Study Student Assistants </li></ul></ul><ul><ul><li>Hired 1 FT Staff Member </li></ul></ul><ul><li>New Team </li></ul><ul><ul><li>Call Center Manager </li></ul></ul><ul><ul><li>1 FT </li></ul></ul><ul><ul><li>3 OPS </li></ul></ul><ul><ul><li>2 FWS </li></ul></ul>
    6. 6. <ul><li>Located at Clearwater Campus </li></ul><ul><li>Filing Verification Documents and SAP </li></ul><ul><li>Scan Documents </li></ul><ul><li>FAFSA Questions </li></ul><ul><li>Packaging and Release of Funds Questions </li></ul><ul><li>Holds Questions </li></ul>
    7. 7. <ul><li>FAFSA </li></ul><ul><ul><li>Suspend </li></ul></ul><ul><li>Bright Futures </li></ul><ul><li>Third Party Billing </li></ul><ul><li>Scholarships </li></ul><ul><li>Verification </li></ul><ul><li>SAP Appeals (Approved or Denied) </li></ul><ul><li>BLOC Information </li></ul><ul><li>Financial Aid Status </li></ul>
    8. 8. <ul><li>April 2010 Pilot Cyber Generalist Team </li></ul><ul><ul><li>Year One - Assisted 10,214 Students </li></ul></ul><ul><ul><li>FT Positions Established January 2011 </li></ul></ul><ul><ul><ul><li>Hired by April 2011. </li></ul></ul></ul>
    9. 9. <ul><li>Financial Assistance Center Call Center </li></ul><ul><li>Enrollment Management Call Center </li></ul><ul><li>Merge – Midway through March 2011 </li></ul><ul><ul><li>New Location (EPI – DO) </li></ul></ul>
    10. 10. <ul><li>Academic Planning </li></ul><ul><li>Registration Troubleshooting </li></ul><ul><ul><li>Pre-reqs, Residency, Holds, etc. </li></ul></ul><ul><li>Grad Checks </li></ul><ul><li>General Financial Aid </li></ul><ul><li>Cyber Advising </li></ul><ul><li>Maximum Time Frame Appeals </li></ul><ul><li>Verify Admission Requirements </li></ul><ul><li>Pilot Projects </li></ul><ul><ul><li>SPC4GRAD, Call Projects, etc. </li></ul></ul>
    11. 11. <ul><li>Award Disputes </li></ul><ul><li>ISIR Suspense Review </li></ul><ul><li>Loan Information (MPM / EC) </li></ul><ul><li>Review Packaging </li></ul><ul><li>Investigations and Correction Requests </li></ul><ul><ul><li>Pell </li></ul></ul><ul><ul><li>Loan </li></ul></ul><ul><ul><li>Verification </li></ul></ul>
    12. 13. <ul><li>Reduce Transfer Calls </li></ul><ul><li>Cross train Cyber Team </li></ul><ul><li>Develop “One Stop Shop” Environment </li></ul><ul><li>Reduce Campus Lines </li></ul><ul><li>Support Campuses </li></ul><ul><li>Pilot New Procedures and Technology </li></ul>
    13. 14. <ul><li>Video </li></ul>
    14. 15. <ul><li>From 7/1/2010 to 6/30/2011 </li></ul><ul><ul><li>EM & FAS Call Centers Answered 260,298 Calls </li></ul></ul><ul><ul><ul><li>EM Call Center Answered 202,847 calls </li></ul></ul></ul><ul><ul><ul><li>FAS Call Center Answered 57,451 calls </li></ul></ul></ul><ul><li>From 3/14/2011 to 8/31/2011 </li></ul><ul><ul><li>The New Cyber Generalist Team assisted 15,470* students </li></ul></ul><ul><ul><ul><li>* Data represents Cyber Generalist saved visits </li></ul></ul></ul><ul><li>MTF – 3176 processed for fall </li></ul><ul><li>Cyber Advising – 5 / 10 </li></ul>

    ×