1. CARRIE L. OTTO
9258 Creek Way Savage, MN 55378 *612.670.0487* zast0020@umn.edu
1
Professional Experience
University of Minnesota One Stop Student Services 2004-Present
Minneapolis, MN
One Stop Student Services serves a population of approximately 55,000 national and international current students as well as
many thousands of prospective and former students, parents, staff, and community stakeholders in the areas of student
records, financial aid, student accounts, and veteran’s services.
Associate Director 8/12 – Present
 Responsible for supervision including hiring, training, coaching, and developing of five professional management
positions.
 Manage key strategic projects with broad impact across the University. Currently leading a project to redesign the
main student services website used by all University of Minnesota constituents receiving approximately 12 million
hits per year.
 Co-chairing the student portal PeopleSoft upgrade team by gathering requirements, writing functional designs and
test scripts, conducting usability and user acceptance testing, and implementation planning.
 Served as project manager on the business side of the University of Minnesota’s student services Salesforce.com
implementation. Now oversee the ongoing maintenance and new functionality for the Salesforce.com initiatives for
a department of 200 staff. Current functionality consists of case management, PeopleSoft and ImageNow
integration, email management, knowledge, and our custom walk-in queuing system built in the Salesforce platform.
Consult with/for other University departments on-boarding into the CRM environment.
 Coordinate the maintenance and analysis of all One Stop Student Services analytics regarding customer contacts
including how the unit influences critical priorities for the University of Minnesota such as graduation rates and
retention of students. Data gathered from Salesforce.com.
 Lead on-going strategic planning efforts in One Stop by collecting internal and external customer feedback,
analyzing impact on key department and University goals, and charging committees to execute the strategic
initiatives identified.
 Volunteer time by regularly speaking to other higher education professionals from around the world regarding our
integrated student services model specifically on topics regarding our Salesforce.com implementation, our best
practices on customer service, and staff training.
Assistant Director/Assistant to the Director 2/06 – 8/12
 Responsible for supervision including hiring, training, coaching, and developing of six student positions and a full -
time Executive Assistant.
 Coordinated all aspects of staff training including oversight of the trainers, development and execution of materials,
training schedules, activities, and mentor program.
 Organized all department involvement with the university’s orientation and first year programs for over 10,000
students and parents yearly to help students acclimate to the many facets of college life.
 Managed department communications portfolio for prospective students, current student notifications of important
dates and deadlines, and crisis communications for staff and customers.
 Planned events on campus such as: Welcome Week financial literacy presentations for 5,500 new students, and the
annual Student Veterans Appreciation Event of 500 attendees.
One Stop Counselor 9/04 – 2/06
 Counseled diverse populations of students, parents, staff, and faculty by providing quality and confidential customer
service in over the phone, in-person, and via email.
 Created materials and facilitated training for new and counselors and ongoing training for seasoned staff.
 Developed and delivered professional outreach presentations to current and prospective University of Minnesota
students, parents, and staff.
 Spoke to hundreds of high schools students and parents during presentations and information fairs regarding
financing a college education on behalf of the broader financial aid community.

2. CARRIE L. OTTO
9258 Creek Way Savage, MN 55378 *612.670.0487* zast0020@umn.edu
2
Other Relevant Experience
Teacher New Nation School (Volunteer with Visions in Action) 1/03 – 8/03
Johannesburg, South Africa
 Taught a third grade class of fifty South African street children between the ages of 8 and 16.
 Assembled a library and resource center for the early childhood classrooms.
 Counseled thirty twelfth graders in leadership skills and post high school decisions .
 Provided remedial math support for groups of first, second, and third grade students.
 Lived with two different host families at different points of the experience totaling 4 weeks .
Professional Accomplishments
 Completed the Disney Institute’s Approach to Quality Service program
 Certified Scrum Master (Agile project management methodology)
 Completed the University of Minnesota Project Management Fundamentals course
 Completed the University of Minnesota Supervisory Training Program
 Co-authored publication with Charles Oberg, MD, MPH for the Journal of Pediatric and Adolescent Health Care
entitled “Pediatrics and Social Policy: Advocating for Children’s Rights” , September 2004
 Co-authored an article for the American Association of Collegiate Registrars and Admissions Officers journal
entitled “Creating a Successful Training Program for Frontline Staff: The University of Minnesota’s Integrated
Student Services Model”, September 2011
 Four time recipient of the University of Minnesota Academic Support Resources Service Award
Selected Conference Presentations and Webinars
 Webinar: “Connected Campus Collage: Tales of Using Salesforce Across the Lifecycle”, Salesforce.com
Foundation , November 2014
 Webinar: “Frontline Student Staff: Successful Customer Service Strategies”, Paperclip Communications, September
2014
 Workshop: “Training: An Investment Worth Making”, American Association of Collegiate Registrars and
Admissions Officers Annual Conference, Philadelphia, PA, April 2012
 Presentation: “World Class Service: Exceeding Your Customers’ Expectations”, American Association of Collegiate
Registrars and Admissions Officers Annual Conference, Philadelphia, PA, April 2012
Education
University of Minnesota 2013
 Master of Arts in Organizational Leadership, Policy & Development
 Area of emphasis: Comparative and International Development Education
University of Minnesota 2005
 Bachelor of Science, Foundations of Education: Early Childhood and Special Education