November 28 - 30, 2018
Sheraton Charlotte, Charlotte, NC

Main Day 2, November 30, 2018

8:00 am - 8:30 am Registration & Networking Breakfast

8:30 am - 8:50 am Chairperson’s Recap

8:50 am - 9:35 am CASE STUDY: CREATING ADMINISTRATIVE AND FINANCIAL SHARED SERVICES IN A PUBLIC UNIVERSITY

David Nero - Assistant Vice President, Innovation and Operational Services Administration and Finance (A&F), University of Massachusetts
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David Nero

Assistant Vice President, Innovation and Operational Services Administration and Finance (A&F)
University of Massachusetts

9:35 am - 10:20 am HITTING THE SWEET SPOT WITH PROCESS REDESIGN

Melissa Long Shuter - Executive Director of Business Operations, University of Louisville
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Melissa Long Shuter

Executive Director of Business Operations
University of Louisville

10:20 am - 10:50 am Morning Networking Break & Demo Prize Drawing

10:50 am - 11:35 am YOUR PEOPLE ARE YOUR BEST ASSET: BUILDING AND SUSTAINING YOUR SHARED SERVICES TEAM

Heidi Tilghman - CAS Shared Services Director, University of Washington
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Heidi Tilghman

CAS Shared Services Director
University of Washington

11:35 am - 12:20 pm CUSTOMER SERVICE EXCELLENCE---MAKE YOUR CUSTOMERS LOVE YOU BY ELEVATING THEIR EXPERIENCE WITHIN THE SSC

Jae-Anne Peace - ConnectionPoint Director, University of Saskatchewan
Whitney Pugh - Executive Director of Budget & Planning, Utah State University
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Jae-Anne Peace

ConnectionPoint Director
University of Saskatchewan

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Whitney Pugh

Executive Director of Budget & Planning
Utah State University

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Pam Gabel

Executive Director, Shared Services Center
University of Michigan

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Melissa Long Shuter

Executive Director of Business Operations
University of Louisville

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Chase Loper

Director Shared Services
Duquesne University

1:05 pm - 2:05 pm Networking Lunch & LEARN

2:05 pm - 3:05 pm MASTER CLASS: SERVICE INNOVATION – BUILDING & EMBEDDING A CULTURE OF CONTINUOUS IMPROVEMENT INTO THE DNA OF YOUR SS PROGRAM TO DRIVE SUSTAINABLE RESULTS

Tom Sweat - Senior Manager of Business Transformation Office - Shared Services Center, Virginia’s Community Colleges System
Kathy Metts - Director of Shared Services, Virginia Community College System
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Tom Sweat

Senior Manager of Business Transformation Office - Shared Services Center
Virginia’s Community Colleges System

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Kathy Metts

Director of Shared Services
Virginia Community College System

3:05 pm - 3:35 pm Networking Break

3:35 pm - 4:15 pm CLOSING TOWN HALL

4:15 pm - 4:15 pm End of Conference—See you Next Year!