Virginia Beach, Virginia, United States
As a Senior Business Analyst at Old Dominion University, I work at the intersection of student success, business process improvement, and technology. My focus is helping academic and administrative teams leverage Salesforce Education Cloud and related systems to better support students and staff while improving operational effectiveness. My background spans academic advising, student success leadership, and CRM strategy, giving me a unique perspective on both the people and processes behind student-facing operations. I understand the day-to-day realities of supporting students, the challenges facing staff, and the technology needed to connect those experiences in meaningful ways. Today, I partner with stakeholders across the university to translate complex needs into practical solutions that improve workflows, strengthen adoption of technology, and support institutional goals. I enjoy bringing clarity to ambiguity, building consensus across diverse groups, and helping teams move from identifying challenges to defining practical solutions and implementing sustainable improvements. Areas of expertise include Salesforce Education Cloud, CRM strategy and governance, academic advising and student success operations, business analysis, process improvement, change management, and cross-functional project leadership.
• Lead business analysis for Salesforce Education Cloud and student success technologies across Advising, Admissions, Registrar, Honors College, Graduate Programs, and Success Coaching, supporting institutional priorities and student success outcomes. • Serve as a trusted advisor to academic and administrative stakeholders, translating complex needs into strategic process improvements, system enhancements, and actionable roadmaps. • Lead CRM intake, triage, and prioritization processes, coordinating 1000+ annual enhancement requests and aligning stakeholder needs with institutional priorities and system capacity. • Facilitate cross-functional collaboration among university leadership, stakeholders, technical teams, and vendors to build consensus, manage change, and advance strategic initiatives. • Drive institution-wide initiatives including Student Progress Notification (SPN) enhancements, Salesforce Case Refactor implementation, Distributed Marketing deployment, and student success workflow optimization. • Improve advising and student success operations serving thousands of students through enhancements to Student Advisor Management (SAM), advisor assignment workflows, early alert programs, outreach initiatives, and reporting tools. • Develop training programs, process documentation, workflow resources, and communications that strengthen user adoption, consistency, and change management. • Create reports, dashboards, and data-driven insights that improve visibility into student engagement, operational performance, and institutional decision-making. • Strengthen data quality, compliance, and operational effectiveness through governance initiatives, duplicate management training, testing protocols, user account administration, and process standardization.
• Helped launch and establish a new Student Engagement unit focused on enhancing the online student experience and strengthening student connection, belonging, and success. • Developed engagement strategies and initiatives designed to foster community, increase student participation, and support retention among online learners. • Partnered with cross-functional teams to align engagement efforts with broader student success objectives and institutional priorities. • Led planning and execution of engagement programs and student recognition initiatives, including a university-wide commencement celebration for online graduates.
• Directed a fully remote team of 35 advising professionals, advancing student success, retention, and service delivery through high-touch advising strategies and operational improvements. • Served as advising lead and primary stakeholder representative for the university's CRM transition from TargetX to Salesforce Education Cloud, helping shape system design, workflows, requirements, testing, training, and user adoption. • Developed and executed a comprehensive change management, communication, and training strategy that supported a successful CRM implementation while minimizing operational disruption and maintaining high team morale. • Leveraged data, reporting, and technology solutions to improve advising processes, increase scalability, and enhance the student experience. • Represented advising operations in university leadership discussions, identifying opportunities for cross-functional collaboration and process improvements that supported enrollment and student success goals. • ODU-EVMS Integration Change Management Training Facilitator.
Teach CPD 400: Foundations of Leadership (online, asynchronous) during the 2022-23 & 2025-26 academic years.
• Advised 350-450 first-year students annually, providing guidance on academic programs and transitions. • Created materials and facilitated orientation sessions for new students. • Initiated intervention efforts for students flagged in the Early Alert Response System (EARS). • Organized major declaration sessions to assist students in transitioning to faculty advisors. • Assessed academic progress each semester and followed up with students on registration and GPA concern. • Supported Financial Aid regulations by advising students at risk of losing funding and assisting with Satisfactory Academic Progress forms. • Taught "UNIV 110 Academic Success" and "AL 100 Intro to Arts & Letters- Scholarship in the Discipline" courses, assessing improvement through evaluations and GPA. • Independently developed retention initiatives, including a series of academic workshops, Dean’s List recognition, 60+ major exploration videos, and degree planning tools including 45+ sample plans. • Piloted a peer advising program to assist undergraduate students in navigating and accessing available resources. Recruited, trained, and supervised eight volunteer undergraduate peer advisors. Developed advertising materials and built a portable “lucy booth” for campus outreach.
• Served as a graduate student intern and then hired as a full-time advisor upon graduation. • Advised exploratory students regarding potential courses of study, issues with academic difficulty, time management, and study skills. • Administered and interpreted the results of various inventories (LASSI, SDS, FOCUS2). • Delivered advising workshops regarding effective decision-making in choosing a major.
NACADA is the professional organization for academic advising. Region 2 consists of members in DC, DE, MD, PA, NJ and VA. Co-chaired the 2015 regional advising conference in Richmond, VA, a three-day event with attendance of 450 advising professionals. Coordinated a conference committee of twelve representing institutions across the mid-Atlantic region and managed a $60,000+ budget.