Sean is the Associate Director of One-Stop Student Services at the University of North Florida. He began his professional career in One-Stop at UNF in 2019 as a coordinator, becoming a Team Lead in 2022 then Associate Director in 2023. As a Team Lead and Associate Director, Sean manages training and development. He works closely with new hires and sets foundation for their success.

Sean is currently working on a second master’s degree in Higher Education Administration at UNF with the goal of attending a PhD program in Higher Education or History in the future.

Juli Atkinson is the Executive Director of One Stop at Oral Roberts University, where she recently launched the university's first-ever One Stop department. She’s dedicated her career to transforming how universities support and guide students. She holds a Master of Arts in Organizational Leadership, as well as a Bachelor of Science in Exercise Science. With a diverse background in education, health, and ministry, Juli is dedicated to creating systems that empower both students and staff to thrive. Additionally, she is a minister, a wife, and a mother, committed to promoting healthy leadership, family balance, and transformative student experiences.

Jessica Bailey is the Director of Big E Central at Eastern Kentucky University, where she was a founding member of the university’s one-stop service center. In her role, she collaborates with staff, faculty, and students to design innovative solutions that strengthen EKU’s impact across its service region—one of the most economically challenged areas in the nation. Known as an engaging trainer and student advocate, Jessica brings both expertise and enthusiasm to every setting. She is passionate about creating meaningful student experiences, streamlining processes, and empowering staff to deliver exceptional service. At this year’s conference, Jessica will share insights on building collaborative systems that improve student success while reducing barriers for both students and institutions.

Jay had been employed by Miami University in a number of capacities for over 23 years before joining the One Stop team in 2022. In his current position as one of the Assistant Directors of the One Stop he brings a solid foundational knowledge of the University Community and the importance of working together to provide excellent service to our students, faculty and staff.

Jay shares in the supervision of front line staff and is primarily responsible for the operational aspects of the office. He meets regularly with departmental liaisons and works closely with our ticketing (Team Dynamix) and phone (Cisco Finesse) systems to improve the quality of our customer service, processes and data collection.

Jay is looking forward to sharing some of our experiences as we look to the future and begin planning for our next steps.

In his spare time Jay enjoys family, pastoring a local church and is the co-owner/operator of a small Bed and Breakfast.

Rebecca Bentley is a seasoned higher education professional with over 13 years of experience, currently serving as the Assistant Director of the One Stop Student Services office at the University of Connecticut. In this role, she oversees integrated services related to the registrar, financial aid, and undergraduate enrollment, ensuring a seamless student experience.

Rebecca’s core expertise lies in financial aid, where she has developed deep knowledge of policy, compliance, and student support. She is also highly skilled in training, customer service, and management, consistently fostering team development and operational efficiency. Her commitment to student success and institutional excellence drives her work every day.

Alexis Berlanga serves as an Enrollment Generalist for U Central at The University of Texas Rio Grande Valley (UTRGV). In this role, he provides frontline support to students navigating the areas of admissions, registration, financial aid, and student records. He holds a Bachelor’s degree in Biology and brings a diverse professional background to his role, including experience as a lab assistant and technician positions that sharpened his organizational skills and attention to detail.

His passion for student services began during his time as an Orientation Leader and Campus Tour Guide, where he spent over four years developing strong communication skills and a deep commitment to student engagement. Prior to his current position, Alexis worked in customer service at H-E-B, where he gained valuable experience in multitasking and frontline support. He is dedicated to delivering accurate, student-centered assistance and strives to create a welcoming, supportive environment for all students he serves.

Gianna Burciaga is a student success advocate and Senior Coordinator Specialist at Texas One Stop, where she provides designated support to students through the full enrollment lifecycle. With expertise in financial aid, academic records, and student retention, Gianna specializes in resolving complex cases, mentoring staff, and delivering inclusive, high-impact services.

Gianna earned a Bachelor of Sociology from the University of Texas at Austin. Her firsthand experience as a former student offers valuable insight into the student perspective, enhancing the quality and reliability of her advising. She furthers student success by actively participating in events focused on campus outreach and engagement. She is deeply committed to student support and continually seeks opportunities to expand her knowledge while fostering the growth of those around her. She is an adept presenter on holistic student support and cross-functional collaboration in higher education. Born in San Antonio, Texas, she is excited to return to her home city to present at ISSP for the first time!

Brett has 15 years of experience in higher education. He has served as the Director of One-Stop at UNF since March of 2020. Before that, he held various roles at Abilene Christian University's One-Stop office where he served as Director for 5 years. Brett earned his master's degree in English and has taught full-time and part-time at the collegiate level for a combined 5 years. Brett currently teaches as an Adjunct in UNF's English department in addition to his One-Stop duties.

Brett has a 10-year-old son who loves soccer, and together they are active at their local church, on the pickleball court, and in the occasional Fortnite match (where they don't win very often). If you looked around Brett's office, you'd find an assortment of Pokémon figurines, Funko Pops, and books ranging from fantasy literature to Christian apologetics. He was a recent winner of the Gabor Award for Employee Excellence--an award voted on by university staff and offered to one employee at UNF annually. Brett is passionate about office culture and building healthy teams as the best way to train and raise up future leaders in One-Stop.

As the Manager, Service Improvement at the University of Alberta, Amy leads a team of specialists dedicated to building relationships across campus, improving processes, and supporting the front-line staff at UAlberta's Student Service Centre (SSC). Amy brings over 15 years of diverse post-secondary experience to her role, having joined the SSC four years ago. Passionate about enhancing the student experience through collaboration and clarity, Amy's work focuses on guiding her team as they contribute to institutional-wide projects and fostering positive relationships to ensure understanding, seamless collaboration, and the delivery of exceptional service.

Chris Coleman serves as the Assistant Director for Outreach and Engagement at the Bear Essentials One-Stop Student Services Center. Chris Coleman has been at Morgan State University for a total of 7 years and has been with the Bear Essentials team for the last 4 years. Whether it’s implementing campus outreach strategies, leading content development, or steering engagement across digital platforms, Chris and the customer service team strive to support students and families with all matters related to enrollment services and customer satisfaction. With a strong background in student support services and a passion for student-centered communication, Chris bridges the gap between service and storytelling to ensure prospective and current students receive timely, accessible, and meaningful information.

Chris frequently collaborates with divisional partner offices, delivering outreach strategies that promote community, care, and compassion - ensuring students feel seen, heard, and supported throughout their academic journey. When not building content calendars or analyzing campaign metrics, Chris enjoys researching, reading, and building connections with colleagues.

GO BEARS!

Joanna Como, MsEd, (she/her/hers) represents the One Stop Student Services Center at Rutgers University–New Brunswick as a Student Services Advisor. In her daily duties, she supports students across the areas of student accounting, registration, and financial aid. In addition, she is a member of the Rutgers One Stop Student Colleague Committee that employs approximately 50 student colleague employees. Joanna comes to higher education knowing her positionality is her superpower. Her desire to help others is evident in her journey: family and marital psychology, adolescent addiction treatment, high school guidance counseling, career counseling, applied behavior analysis, and college advising. Her education includes a Bachelor of Science in Psychology from the State University of New York at Binghamton, and a Master of Science in Education, Guidance and Counseling from the City University of New York At Brooklyn College. This background, in combination with her experience as wife and mother, enables Joanna to bring emotional awareness and sensitivity to her interactions that foster positivity with students and those in their inner circles.

Feleccia C. Turner, MBA, PMP serves as the Associate Dean of Admissions & Records at Dallas College, where she provides strategic leadership for admissions operations across all seven campuses. With more than a decade of progressive experience in higher education, she has led large-scale initiatives that enhance student access, streamline processes, and strengthen the overall enrollment experience.

Feleccia’s leadership has driven major institutional projects including the Peak Triage process, the creation of a Triage Specialist team and operating model, and the coordination of Dallas Promise New Student Orientations that contributed to enrollment growth in 2024. She also played a key role in Salesforce reporting development and Workday cross-training initiatives, advancing collaboration and data-informed decision-making across departments.

A certified Project Management Professional (PMP) and adjunct instructor, Feleccia is passionate about people-centered leadership, operational excellence, and expanding access to higher education for all students.

Sarah B. Cooper is the Assistant Director of One Stop Student Services at the University of Connecticut. Promoted with the creation of this integrated office, she oversees Registrar-related operations and training while maintaining key responsibilities from her prior role. Her work is grounded in deep knowledge of university systems, compliance, and student-centered service.

Her background includes roles at UConn, Wesleyan University, and Mount Holyoke College, where she handled student records, transcript processing, and commencement logistics. Earlier, she gained valuable operational and project management experience in the private sector, coordinating technical teams and implementing software improvements. Across sectors, her career reflects a strong focus on efficiency, collaboration, and enhancing the user experience. Sarah earned her B.S. in Biological Sciences from Michigan State University (Go Green!) and her M.A. in Learning Technologies at UConn (Go Huskies!).

Amanda Cushing serves as the Director of Enrollment Management Services at the University of Kansas, where she provides strategic leadership and operational oversight for shared services supporting Admissions, Financial Aid & Scholarships, the Registrar, and related enrollment units. With a focus on efficiency, collaboration, and innovation, Amanda leads initiatives that streamline processes, enhance student service delivery, and align resources across the division. She is passionate about staff development, organizational effectiveness, and leveraging technology to improve the student experience. When she’s not on campus, Amanda enjoys home design projects, cheering on the Jayhawks, and traveling.

Ralph serves as an Assistant Director in One Stop Student Services at the University of Minnesota Twin Cities, he has been at the University for the past 10 years. He supports the daily needs of the One Stop operation and takes great pride in leading the financial wellness initiatives provided by the Twin Cities One Stop.

The focus of financial wellness has been integral to the way he works with visitors and how he coaches staff when providing service to others. He is passionate about helping students gain confidence and comfort with their personal finances - as it was something he struggled with as a student. Ralph merges the positive outlook and goal-setting component of financial wellness with the strategic elements of managing money in a way that can meet students at any stage of their personal finance journey.

Staci Davis brings over 25 years of experience in higher education, with a primary focus on student support services and systems. As the Vice President of Enrollment Services, she led the efforts from vision to fruition of Cardinal Central, Ball State’s integrated, student-focused service center. Staci's strategic approach to student-centered staffing, budgeting, culture, systems, and operations ensures efficient and effective practices that align with the university's goals. She plays a crucial role as a member of the leadership team for Enrollment Planning and Management, reporting directly to the Vice President of the division.

I’ve spent the last 10 years living in higher education, and like many of you, I still love what I do every day. I’m passionate about making a difference, staying driven, and always looking for ways to grow. When I’m not at work, you’ll probably find me on the golf course—there’s nothing like a good round to clear the mind and keep things fun.

Jaclyn Demetrak serves as the Coordinator of the Warrior One-Stop at Wayne State University, where she leads efforts to streamline student services and enhance the front-line experience. With over 12 years in higher education and a background in both enrollment management and customer service, she brings a practical, student-centered approach to operational leadership and team development.

Jaclyn is passionate about improving student support through collaboration, innovation, and continuous improvement. Her sessions focus on actionable strategies for building high-performing teams, simplifying processes, and delivering service that supports student success inside and outside the classroom.

Kyle Egge is an Account Executive at Gravyty, where he partners with universities to expand the impact of Ivy & Ocelot’s AI-powered virtual assistants across admissions, financial aid, advising, and student services. With deep experience in higher-ed technology, he helps institutions streamline operations, improve accessibility, and deliver personalized student support at scale.

As a Senior Associate Director for Student Central, Chris Enstrom brings nearly two decades of experience supporting student success in higher education. He joined Student Central in 2016, where he manages the Contact Center and leads campus and community outreach efforts. Student Central serves the Indiana University Bloomington campus by providing support for Admissions, Scholarships, Financial Aid, Student Accounts, and Student Records.

Before joining Student Central, Chris spent ten years with Indiana’s 21st Century Scholars Program—a state initiative that offers full college tuition and support services to income-eligible students. He began his tenure recruiting middle school students and later served as state director, overseeing staff and services supporting more than 96,000 Scholars statewide. Chris is committed ensuring students and families have the support they need to navigate college with confidence.

Elliot Felix is a student success author, speaker, and consultant to more than a hundred colleges and universities. He uses his background in design to create better connected colleges and universities by improving the spaces they learn and live in, the services that support them, and the technology they rely on.

Over the last 20 years, he has spoken at SxSW Edu, taught courses on innovation, and worked with more than 100 universities including Carnegie Mellon, MIT, NYU, NC State, and the University of Virginia. brightspot, the higher education strategy consulting company he founded in 2011 was acquired by Buro Happold in 2020 where he now leads the higher education advisory practice. Through this work, Elliot has improved the experience of more than 1,000,000 students.

You can find his work in Fast Company, Forbes, and The Chronicle of Higher Education. His book How to Get the Most Out of College was published in January 2022 and received a blue star from Kirkus Reviews, calling it a "knowledgeable, enthusiastic guide packed with strategies and encouragement.” His latest book, The Connected College, published in July 2025, is an encouraging, evidence-based playbook for breaking down silos so that students succeed. He lives in Minneapolis with his son Theo, daughter Nora, and wife Liz.

Debra Fenty, Ph.D., is the Director of the One-Stop at Ball State University, bringing over 20 years of leadership experience in higher education administration. Dr. Fenty holds a Doctor of Philosophy in Higher Education Administration and has spent the past three years at Ball State advancing integrated student service strategies. Their career has been marked by a commitment to operational excellence, student success, and institutional collaboration. With a deep understanding of enrollment management and student support systems, Dr. Fenty is committed to driving strategic improvements that align with the evolving needs of today’s higher education landscape.

Dawn Gandy serves as Assistant Director for Training at the One Stop Student Services Center at Rutgers University–New Brunswick. With over two decades of experience at Rutgers, she brings deep institutional knowledge and a student-centered approach to her work. Since joining the One Stop in 2019, Dawn has led training initiatives and co-chaired the Training and Onboarding Committee, while also delivering front-line support in Financial Aid, Student Accounting, and Registrar services. Her commitment to enhancing the student experience and fostering student success is at the heart of her work. Dawn holds a B.S. from Rutgers Business School and an Ed.M. in Adult and Continuing Education with a focus in Human Resource Development from Rutgers’ Graduate School of Education.

Janina Garris serves as the Assistant Director of Operations and Training, where she works to enhance workflows that are used in guiding students through administrative processes and ensuring they receive the support they need to thrive. With over seven years of experience in student support services, Janina is deeply committed to student success and empowerment.

Motivated by a desire to better support students, Janina pursued higher education as a non-traditional student. She earned her B.S. in Management Studies from the University of Maryland University College and went on to receive her Master's in Higher Education Administration and Student Affairs from Morgan State University. She is also an active member of the National Association of Student Personnel Administrators (NASPA), reflecting her ongoing dedication to professional development and student advocacy.

In addition to her administrative role, Janina shares her passion for education by teaching Freshmen Orientation for the School of Business, helping new students build a strong foundation for academic and personal success.

Marianelly Garza is the Training Lead at the Office of Scholarships and Financial Aid, where she designs and oversees staff training programs, enhances business operations, and provides leadership in integration and troubleshooting initiatives. With over five years of experience in higher education, she has held various student-centered roles, including student worker in Admissions and Orientation Lead, prior to her current leadership position.

She holds a B.A. in Psychology and Sociology from the University of the Incarnate Word. Marianelly integrates her behavioral science background with hands-on experience in student services to develop learner-focused training initiatives that improve staff performance and student support. She is dedicated to continuously advancing training strategies and operational processes to meet the evolving needs of staff and students, fostering a collaborative and supportive environment within the Office of Scholarships and Financial Aid and Texas One Stop.

Julie Gillette is the Associate Director of One Stop Student Services at the University of Tennessee, Knoxville. She has been part of UT's One Stop since its inception, serving in a variety of roles and helping shape the way the office supports students. In her current role as Associate Director, she provides leadership and strategic oversight for a large team supporting students in admissions, financial aid, registration, and billing. With more than 13 years of experience in student services, Julie has led initiatives to streamline processes, enhance communication, and implement new technologies, including Salesforce and Contact Center phone systems, to improve the student experience. In additional to ISSP, Julie stays active in TSAFAA and SASFAA.

I help leaders, and those who aspire to lead, direct their power to take action toward happiness.

During the past 10 years, I have gained a deep understanding of how creative leadership, engaged teams, and broad departmental collaboration can positively impact the growth and success of teams within the higher education space.

By facilitating a culture in which the needs of my teams are prioritized, members of my team have been able to improve operational processes and efficiencies, engage multiple stakeholders in immersive collaboration, increase their happiness at work through ongoing coaching, reflection and communication, and build strong relationships within OneStop and across the campus.

I began working in higher education in 2015 in the financial aid office at the University of Kentucky. I then tranferred to Eastern Kentucky University in 2018 as the EKU Online Financail Aid Counselor, and personally handled the financial aid for all fully online students at the University. After a brief break from higher ecucation, working in Kentucky politics, it was quickly realized that higher education is where I was supposed to be.

I returned to EKU to begin the process of starting our One Stop, Big E Central. I have been the Associate Director of Big E Central since its inception in 2022. It has been a unique learning experiance that we have tirelessly worked to make the best environment for our students as we assist them with financial aid, student accounting, and Registrar topics.

Heather Halpern is a dedicated Student Service Specialist at the University of Alberta in Edmonton, Canada, bringing over 20 years of extensive experience in post-secondary education administration across diverse student service roles. She is deeply passionate about optimizing the student experience through the implementation of innovative services, cultivating strong interdepartmental relationships to facilitate seamless communication, and fostering a positive and genuinely caring environment within the Student Service Centre.

Aaron Hamilton has worked in higher education for 27 years, serving in various roles within undergraduate admissions, including recruitment and operations. He currently serves as the Director of OneStop Student Services and Building Coordinator for the Shocker Success Center at Wichita State University. OneStop Student Services acts as a central resource for students, helping them navigate questions related to admissions, financial aid, student accounts, records, and registration. The team also provides advising support for all first-year students. The Shocker Success Center brings together 18 student-focused departments in one location, offering services such as tutoring and academic support.

Committed to a “student-centered, data-informed” approach, Aaron contributes to university-wide efforts to improve student retention through his involvement with the Student Success and Persistence team as well as strategic enrollment management leadership. His current focus includes exploring ways to integrate AI technology with personalized, human-centered service to better meet student needs.

Meredith Hauer Epee has over 25 years of experience in higher education, with a strong background in leadership across financial aid and student services. For the past 14 years, she has served at Normandale Community College, including nine years as Assistant Director of Financial Aid and Scholarships.

Currently, Meredith is the Director of Student Services, leading Normandale’s integrated “one stop” service center. She was instrumental in designing and launching the department during the height of the COVID-19 pandemic, transforming the way students access support. The department provides assistance in records, registration, financial aid, scholarships, billing, and payment—and now also manages student communications. Under her leadership, the department has expanded by 350% in five years and consistently delivers exceptional service, with a 96% student satisfaction rate.

Meredith holds a B.A. in Business Administration and Economics and a M.A. degree in Organizational Leadership and Strategic Management, both from St. Catherine University.

Alexis Hernandez is the Training Lead at Texas One Stop, where she designs and implements comprehensive staff training programs, refines business operations, and provides consultation on cross-functional integration projects. She plays a pivotal role in supporting staff with real-time case troubleshooting and leads cross-training initiatives with partner offices, particularly in financial aid. Her commitment to student success also extends to active participation in campus outreach and engagement events.

With over eight years of experience in student-centered roles across higher education, Alexis brings a deep understanding of the student experience. Her career began as a student worker in health services, progressed through roles such as administrative assistant at a university writing center, and later, a One Stop coordinator—each shaping her holistic approach to service and support. Alexis holds a B.S. in Business and an M.Ed. in Educational Psychology from Texas A&M University. She blends her background in business principles with evidence-based learning strategies to create impactful, learner-centered trainings. Her mission is to continually enhance the delivery of student services through innovative instructional design that supports student success and engagement.

Candace High is a seasoned higher education professional with over 20 years of experience in student affairs, academic advising, and enrollment services. A proud Baltimore native, her career has spanned diverse institutions, where she has excelled in leadership roles focused on cross-functional student services, process improvement, and holistic advising. Candace is dedicated to supporting student success, promoting equity, and providing excellent service. She brings a wealth of experience in academic counseling, financial aid, veterans services, and admissions.

Deeply committed to meeting students where they are, Candace High provides empathetic, informed guidance to help them navigate the often-complex administrative systems of higher education. Her strength lies in removing barriers and connecting students to the tools, resources, and knowledge they need to thrive throughout their collegiate journey. She holds a Bachelor of Arts in English from St. Mary’s College of Maryland, a Master’s in Higher Education & Student Affairs Administration from Morgan State University, and is currently pursuing an Executive Ed.D. in Higher Education Leadership at the University of Miami. Outside of her professional life, Candace High is a huge sports fan who enjoys working out and maintaining a healthy lifestyle.

Jane Johnsen is a Student Services Advisor at the Student Service Centre for the University of Alberta’s Office of the Registrar. She thrives on connecting directly with students to solve various issues, and teach them how to navigate university processes. She is inspired by her team’s commitment to improving the student experience, and establishing clarity and goodwill in the work they do with service partners across the institution. Jane has a particular passion for understanding how the work of the Registrar’s Office involves students in a holistic sense, that accounts for the interweaving of many people, teams, processes, and policies.

Jane began her student services career at a cozy institution of about 30 students a year while completing her Bachelor of Arts majoring in Psychology, and her Bachelor of Theological Studies. She has transferred the care and commitment that comes so naturally in a small school to the 40,000+ students of the University of Alberta, and is thrilled to work with a team that truly cares for students.

Terry Ann Joseph is a Student Services Advisor at the One Stop Student Services Center. She has a background in Student Affairs working with Residence Life as a former Residence Hall Director and has a passion for student success using holistic support. In addition to her role as an advisor, Terry Ann serves as a Supervisor for the One Stop Student Greeters where she leads the scheduling, onboarding, and training of student hires who work in the One Stop walk-in center. She also serves as a member of both the Community Outreach and Media Committee and Student Colleague Support and Planning Committee.

Renee Keller, MBA, has been dedicated to student success at Wayne State University—a public, urban research institution—for over 20 years. Her extensive career spans key student service areas including the Office of the Registrar, the Office of Student Financial Aid, and most recently, the Warrior One-Stop.

In her current role as Manager of the Warrior One-Stop, Renee is passionate about fostering operational excellence while maintaining a strong focus on accessibility, efficiency, and empathy in student services. She leads with a student-centered approach, spearheading transformative initiatives aimed at streamlining services and improving both the student and staff experience. Her cross-functional experience across critical administrative offices has uniquely positioned her to lead integrated service delivery and drive innovation in student support.

With a passion for student success and holistic support, Sara Khan works as a Student Services Advisor at the Rutgers University One Stop Student Services Center. Sara is a proud graduate of the Rutgers Graduate School of Education, holding a Master's degree in School Counseling and is a K-12 Certified School Counselor. In addition to her role as an advisor, Sara serves as a Supervisor for the One Stop Student Greeters where she leads the onboarding and training of student hires. She also serves as a member of both the Training and Onboarding and Student Colleague Support and Planning committee where her insights contribute to creating trainings and providing support for both staff and student colleagues.

Kate currently serves as an Assistant Director in the WVU Hub. Her primary responsibilities include coordinating departmental onboarding and weekly training for Student Financial Services. She is also President of the West Virginia Association for Student Financial Aid Advisors for 25-26. She has been with WVU since 2018 when she started as a member of the WVU Hub then served as a Hub Manager for nearly two years. Kate led the WVU Hub Intern program for Federal Work-Study students and was an active part of the training and mentoring teams. She served as a Compliance and Training Specialist for two years before returning to the Hub as an Assistant Director. Before WVU, Kate taught high school for four years and was involved in creating curriculum for high school Spanish courses. She has a M.Ed from WVU and a BA in International Cultural Studies from Waynesburg University.

Kate lives in Ohiopyle, PA with her husband and two kids where she enjoys gardening, kayaking, and biking.

Amin Lahlou brings 18 years of private-sector finance experience and 8 years in higher education focused on student financial services (SFS). As the SFS director, he oversees daily operations of Student Financial Services, including student accounts, collections, third-party billing, financial wellness, and select loan programs.

Amin takes a student-centered approach to resolving account concerns, supports retention through outreach, and ensures clear, accurate communication. He collaborates closely with Cardinal Central and campus partners to deliver efficient, high-quality service.

Lindsay Levy is a Senior Enrollment Services Counselor for World Campus Central at The Pennsylvania State University - World Campus. With over 15 years of experience in higher education, Lindsay has served in various capacities from financial aid, to student services and she even taught some business courses in the past. Her career spans a range of institutions, including a two-year business school, a four-year liberal arts college, and now a flagship public university.

In Lindsay’s current role, she works remotely in intake operations, helps manage enrollment projects, and serves as a VA School Certifying Official, supporting the World Campus Military Benefits team when needed. Her educational background includes an Associate’s degree in Executive Assistance from DuBois Business College and a Bachelor of Science degree in Business Administration from Central Penn College.

Lindsay is dedicated to guiding and supporting students as they work toward achieving their educational goals, bringing both professional expertise and personal commitment to every interaction.

Speaker profile coming soon.

Justin Makowski serves as the Assistant Director of the One Stop Student Services Center at Rutgers University-New Brunswick, supporting daily operations and logistics. Consistent with his center’s mission to remove obstacles responsible for slackening students’ academic pursuits, Justin’s focus on deliberate collaboration for the means of providing advocacy for students demonstrating the greatest needs – financial, mental, physical – has resulted in a panoply of initiatives, all of which contribute to improving the Rutgers student experience.

Justin has nearly two decades of experience in education, in roles supporting student tutoring, admissions, academic advising, financial aid, and registration. Justin holds a bachelor's degree in English and Honors Studies, and an MBA with a Concentration in Human Resources Management.

Katherine McCarthy serves as one the Assistant Directors in the newly opened One Stop Student Services at the University of Connecticut, where she focuses on admissions related questions and processes for prospective and incoming students. Katherine assists UConn students and families as they navigate the intricacies of the financial aid and enrollment processes across all UConn campuses. Prior to working at the One Stop, Katherine started their career at UConn in the Office of Undergraduate Admissions where they were the primary counselor advising students from Long Island and Queens, New York. She later transitioned to a Program Manager role where they oversaw client services related functions and student-led visit programs.

Katherine began working in higher education 15 years ago as an Admissions Representative for Baruch College in the City University of New York system. She earned her undergraduate degree at Roanoke College and looks forward to beginning a master's degree in the near future.

John McPherson earned a Doctor of Education degree in Adult and Community Education from Ball State University in 1999. He has worked at Ball State University for over 36 years. He started out as an assistant director of financial aid and worked through the roles of associate director, director and now Assistant Vice President of Enrollment Planning and Management. Over those 36 years, he has worked with six vice presidents in multiple organizational structures. Fortunately, in all those scenarios, student service has always been a primary focus—both in regard to process efficiency and student-facing interactions.

Russell Moreland, Jr. serves as Assistant Director of the Student Service Centers at UTRGV’s

U Central, located on the Brownsville campus. He has been with The University of Texas Rio Grande Valley since its establishment in Fall 2015. Prior to this role, Russell worked in the Financial Aid Office at the University of Texas at Brownsville (UTB), where he supported a collaborative model that brought together Admissions, Registrar, and Financial Aid services—an approach that laid the foundation for U Central’s “one-stop” service model.

At U Central, students receive integrated support for Admissions, Registrar, Financial Aid, and related services such as billing and IT. A central focus of both U Central and UTRGV is promoting Student Success. In his current position, Russell leads the Brownsville campus team, helping students navigate university processes by reducing administrative barriers and enhancing access to essential services. Since its founding, UTRGV has experienced consistent growth, with enrollment increasing from 28,674 in Fall 2015 to 33,983 in Fall 2024.

Audria serves as one of two student employee supervisors at the Aggie One Stop at Texas A&M University. She has almost seven years of experience within the scope of enrollment management. She previously worked within TAMU's Scholarships & Financial Aid Office before Aggie One Stop opened. She was part of the inaugural team at the time of this new department being formed. Shortly after AOS opened, she was promoted to serve as a student employee supervisor. Audria holds a bachelor's degree in industrial & systems engineering but fell in love with higher education during her time as an undergraduate student. She's currently in her last semester of pursing her master's degree in Higher Education Leadership from Tarleton State University. Her passions are training in all forms from presenting to incoming freshman, assisting with full time staff training or developing new and engaging ways to train the student employee team at Aggie One Stop.

Amy Newsom is one of the Assistant Directors of the One Stop at Miami University, where she has been a key team member for the past six years. She began her career at Miami as a Student Services Specialist and has since grown into a leadership role, contributing to the department’s ongoing development and success.

With a strong background in customer service and people management, Amy is passionate about creating efficient, student-centered solutions and supporting staff growth. Her experience reflects both the personal and organizational evolution that defines Miami’s One Stop journey.

Amy is excited to share insights as part of “Road to Excellence: A Decade of Growth,” highlighting lessons from the last ten years of transformation—and looking ahead to new opportunities for innovation, collaboration, and continued service excellence.

Outside of work, Amy enjoys spending time with family and friends, exploring local coffee shops, antiquing, and taking long walks with her two beloved Aussiedoodles.

As the Senior Associate Director of Operations for Student Central, Emma O'Neill brings a decade of higher education experience to her role. She previously led the Inbound Communications Team in Admissions, before transitioning to Student Central when Admissions became part of its comprehensive services. Student Central serves the Indiana University Bloomington campus by providing support for Admissions, Scholarships, Financial Aid, Student Accounts, and Student Records.

Emma is passionate about connecting with students and helping them thrive, always looking for ways to make their college journey a little bit smoother and solve any challenges along the way.

Zack O'Neill is the inaugural director of UF OneStop Enrollment Services and oversees the delivery of centralized and integrated student-focused services to students throughout their enrollment life-cycle. Zack joined Enrollment Management in 2010 as a team member in Student Financial Aid and Scholarships, where he held a variety of progressively responsible roles in the areas of athletics, the Florida Bright Futures program, state and institutional scholarships, student employment, and financial aid advising, before joining the newly created OneStop in 2021. He maintains a firm commitment to enhancing the student experience as they pursue their educational goals.

Erin Porter is the Executive Director of Aggie One Stop at Texas A&M University. Aggie One Stop was launched in 2022 to streamline support for the University’s 79,000+ students. Under Erin’s leadership, Aggie One Stop provides holistic, student-centered assistance across admissions, financial aid, veteran benefits, billing, and registration—reducing complexity and improving the overall student experience through collaboration, continuous improvement, and exceptional service.

Erin graduated from Texas A&M University’s Mays Business School with her BBA in Marketing. After a brief career in advertising and sales, she returned to her alma mater to serve in the Office of Scholarships & Financial Aid, where she spent 17 years in a variety of roles before joining Aggie One Stop. Her deep institutional knowledge and commitment to student success drive her work every day.

I am the Assistant Director at Big E Central, Eastern Kentucky University’s one-stop office for financial aid, student accounting, and the registrar. In this role, I lead our front-line support staff, working to ensure that every student and family receives clear guidance, consistent messaging, and a welcoming experience as they navigate college. My experience in customer service and education has shaped my approach to leadership, emphasizing collaboration, clear communication, and a commitment to student success.

I am currently pursuing my Master of Arts in English and Professional Writing, which allows me to combine my love of language and communication with my professional commitment to higher education. I’m especially interested in how clear, accessible communication can empower students to succeed both inside and outside the classroom. I’m excited to connect with colleagues, share ideas, and learn new strategies to continue improving the student experience.

Gloria Quiroz Pavlik has over 25 years of experience in higher education including roles in admissions, advising, retention, and student success. She currently serves as Director of Enrollment Support Services in Cardinal Central at Ball State University. Cardinal Central provides front-line support to students, parents/families, and other campus community members in the areas of the Registrar, Financial Aid and Scholarships, and Student Financial Services. Staff deliver a student-focused approach to exceptional, seamless service experience that supports student success and institutional goals of recruitment, retention, and graduation. Signature programs and services have included 21st Century Scholars, sophomore year programming, retention awards, as well as committes and presentations related to student success.

Hello! My name is Abigail Rios and I am currently serving as one of the Senior One Stop Counselors at the Aggie One Stop within New Mexico State University. I graduated from Texas A&M with a Bachelor's in Sociology and now live in my hometown of El Paso, TX. I have been working in higher education for the past five years and am highly passionate about helping students succeed. I have experience in college advising, education abroad, and many other student services. I joined the Aggie One Stop in 2024 and look forward to gaining more knowledge to assist our office in growing.

Monica Roberts is an Associate Registrar at Ball State University, where she has served in the Office of the Registrar for over 20 years. Her areas of expertise include grades, registration, transcripts, policy review, and National Student Clearinghouse (NSC) reporting.

Monica actively collaborates with various campus partners to provide comprehensive, student-focused solutions that support academic success and institutional integrity. She is committed to a student-centered approach, working diligently to resolve student concerns and ensure clarity in academic policies.

Cassidy Rodriguez serves as an Enrollment Generalist at U Central’s Call Center at The University of Texas Rio Grande Valley (UTRGV). She holds a Bachelor’s degree in Communication Design and began her higher education career in 2021 with UTRGV’s Marketing & Communications department as a Graphic Designer. Her diverse background in design and marketing brings a unique insight on student engagement, enhancing her ability to connect with and support the UTRGV community.

In her current role, she provides essential frontline support to students as they navigate the complexities of admissions, registration, and financial aid. Committed to delivering reliable, student-centered guidance, Cassidy strives to create a welcoming environment that empowers students to confidently navigate university processes throughout their academic journey.

Julie Selander, Ph.D. is the Director of One Stop Student Services at the University of Minnesota. Julie has worked in higher education administration and finance for over 35 years and her experience includes a variety of leadership positions in student services and service operations. In 2000, she collaborated with her colleagues to develop the “One Stop” model, providing seamless and integrated student services in the areas of enrollment, registration, financial aid, billing, academic records, and veteran services.

Julie is a founding board member and is currently serving as the President for the Institute for Student Services Professionals (ISSP). Julie has provided consulting services with a wide variety of public and private colleges and universities around the country, including some from around the globe (Sweden, Australia, China, Japan, Canada, and England), and has assisted clients with creating and implementing integrated student service models and other continuous improvement projects. Julie presents frequently to national and regional audiences on various topics related to higher education student services. She has written several articles for publication, including a chapter for NACUBO’s Student Centered Financial Services: Innovations That Succeed.

Julie has her bachelor’s, master’s, and PhD degrees from the University of Minnesota. Her PhD is in Organizational Leadership, Policy, and Development with an emphasis in Higher Education. She has been a part-time instructor for several years at the University of Minnesota and has taught Strategic Customer Relationship Management and Customer Service Training.

Amanda Sherry serves as a Senior Enrollment Services Counselor at The Pennsylvania State University - World Campus, where she brings over two decades of experience in student services. Throughout her 20-year tenure at Penn State, Amanda has held pivotal roles in the Bursar’s Office, Financial Aid, and was instrumental as a founding member of World Campus Central—a centralized support hub designed to enhance the online student experience.

Amanda holds an Associate’s degree in Business Administration from Newport Business Institute and is an Associate Certified Academic Life Coach, a credential that reflects her commitment to holistic student support. Amanda focuses on advancing digital student services by leveraging strategic communication, proactive engagement, and cross-functional collaboration to create solutions that meet the evolving needs of today’s online learners.

Jeff Shikaze is WaitWell's Community Engagement Manager, and this will be his 3rd ISSP conference. Jeff is one of WaitWell's senior marketing managers and focuses on industry engagement and association involvement in higher education, and government services. He has worked with many higher education associations including: ISSP, AACRAO, NASFAA, NACADA, and NACUBO.

Jay Stefanelli, Ph.D. serves as the Director of the One Stop Student Services Center at Rutgers University, where he leads a university-wide effort to modernize and integrate student services. He provides strategic direction, fosters cross-campus collaboration, and drives innovation to improve access, efficiency, and the overall student experience. Under his leadership, the One Stop has become a national model for student-centered service delivery and earned Rutgers recognition for excellence in enrollment management and student success.

With more than 17 years of experience in higher education, Dr. Stefanelli has advanced institutional initiatives in enrollment management, technology integration, and student support. He holds a Ph.D. in Higher Education, an MBA, and a B.S. from Rutgers University, and is a frequent national presenter on topics related to student experience design, organizational leadership, and the future of integrated student services.

Anthony Surrratt serves as the Senior Director of the One Stop Enrollment Center at The University of Texas at San Antonio, where he leads efforts to make enrollment services more accessible and student-centered. With nearly two decades of experience in higher education, his background includes leadership roles in Admissions, New Student Programs, and Enrollment Management.

As the founder and president of the National Leadership Society of First Generation College Students, also known as FirstGen Society, Anthony is committed to supporting first-generation students through leadership development and community connection. A first-generation college graduate himself, he brings a practical and student-focused perspective to his work and presentations.

Colleen Ubl, MSW, currently serves as a Student Services Advisor with the One Stop Student Services Center at Rutgers University-New Brunswick, demonstrating a daily commitment to fostering a culture of student-centered advocacy. She actively contributes to training and onboarding new teammates, leads special project collaborations with the Office of Financial Aid, and supports the management of student interaction quality assurance.

Prior to joining RU-New Brunswick’s One Stop, Colleen’s areas of expertise included Student Accounting and Undergraduate Admissions. A proud two-time Rutgers Alum, she earned her Bachelor of Arts in Psychology from the School of Arts and Sciences, and her Master of Social Work from the School of Social Work.

Mauro Uriegas is a dedicated student success advocate, and mentor, currently serving as Assistant Director of Student Service Centers at University of Texas Rio Grande Valley. With over 20 years’ experience at both two-year and four-year institutions, he has established a solid foundation in educational support and higher education services. Throughout his career, Mauro has held a diverse range of roles, including Supervisor of the Student Success Center, GED Instructor, Tutor, Supplemental Instruction Leader, Career Center Coordinator, and Program Coordinator—all of which have shaped his comprehensive understanding of student needs and institutional operations.

Recognized for his calm presence and practical insight, Mauro is deeply committed to fostering growth in both students and colleagues. He leads with logic and truth, valuing transparency, thoughtful guidance, and systems that deliver actual results. He thrives in environments where he can untangle complexity and help others move forward with confidence. Rooted in service and driven by purpose, Mauro continues to champion meaningful access and support structures for students at every stage of their academic journey from walking in the first day to walking across the stage to achieve their goal of receiving a diploma.

Shannon is a Co-Founder of WaitWell, an enterprise queue and booking solution that helps visitors to connect to service providers without having to wait in line. Shannon founded WaitWell to solve service efficiency challenges at the public service delivery office that she owned and operated from 2014 to 2020. Prior to this, Shannon worked in post-secondary for 15 years, both in the classroom and in administration of ELL programs at Bow Valley College in Calgary, AB. She holds a BA from Carleton University and a DipEd from the University of Calgary.

Malory began working at the WVU Hub when it opened in November 2015. She has held several roles within the Hub and the Financial Aid Office during her time at the university. She earned her BA in Foreign Language from WVU in 2009. She currently resides in Martinsburg, WV, with her husband and three-year-old daughter.

Maekala West (she/her/hers) recently completed her M.A. in Higher Education Administration at Sam Houston State University. She has worked at Texas A&M University for 16 years. She was hired in the Office of the Registrar in 2016 and moved to Aggie One Stop in 2021 when it first opened. She co-supervises a team of approximately 30 student workers and helps train both student workers and full-time staff.

She hopes to start a doctoral program in the Spring 2026 and has research interests in the intersections of higher education and neurodivergence, LGBT+ issues as well as financial aid and promise programs.

Chevaun Whitman is a seasoned higher education leader with over 20 years of experience advancing student success and access. She is the inaugural Director of Morgan State University’s Bear Essentials One-Stop Student Services Center, leading a team dedicated to supporting students, families, and campus visitors.

Prior to returning to her alma mater, Morgan State University, Chevaun held senior leadership roles at Trinity Washington University, including Associate Vice President for Enrollment Services, Director of Financial Aid, and Associate Registrar. Her work has been recognized for its lasting impact, particularly through various enrollment and retention initiatives.

Chevaun holds a B.S. in Telecommunications from Morgan, an M.A. in Liberal and Professional Studies, and a Management and Leadership Development certificate from Towson University.

Guided by compassion and empathy, she leads with students at the center of every decision, motivated by an unwavering commitment to empowerment and equity in education. At the core of her work is a belief that when students are fully supported, their potential becomes limitless.

For the last 35 years Rob Wirt has dedicated his professional life to working in financial aid, including the last 14 at Ball State University.  He has been fortunate enough to have had a wide variety of experiences at two-year and four-year institutions in both Indiana and Michigan and has proudly served the financial aid associations in both states, including terms as President in each.  In his current position, he oversees the scholarship process for Ball State and continues to work with Cardinal Central staff to ensure students are served as effectively and efficiently as possible.

George began working at West Virginia University in November 2015 where he became the first Director of the WVU Hub. The WVU Hub is the students’ connection to Financial Aid, Scholarships, Federal Work Study, Student Accounts, Revenue Services, the University Registrar and Admissions. The WVU Hub services the home offices in Morgantown, Keyser and Beckley, WV. Prior to his return to WVU, George assisted in the creation of the Fairmont State University and Pierpont Community Technical College One Stop which included: Financial Aid, Admissions, Student Accounts, Office of the Registrar, Advising, Housing and Dining. During his eleven-year tenure at Fairmont State and Pierpont (2004-2015), George served in many capacities including Scholarship Coordinator, Financial Aid Counselor, Assistant Director of Financial Aid, and Director of Financial Aid.

George began his career in financial aid at West Liberty University (1990-1993) where he was a Financial Aid Counselor, Residence Hall Director and served as Housing Coordinator. He continued his career at Miami (OH) University (1993-2000) where he worked as a Financial Aid Counselor and later became the Assistant Director for Scholarship and Financial Aid. He was a recipient of the Dave Roberts Service Award during his time at Miami. George returned to West Virginia and began working at WVU (2000-2002) as a Financial Aid Counselor and Scholarship Coordinator. In addition to his many years of higher education experience, George has also been an assistant baseball coach at West Virginia University and West Liberty University, and head coach at Fairmont State University where he was the Conference Coach of the Year in 2009. He retired from coaching high school baseball after a combined 25 years in coaching.

George currently serves on the ISSP Conference Planning Committee and has contributed to prior Leadership Panels and was the Moderator for the Opening Town Hall at the 2023 and 2024 Conferences. George currently enjoys watching his wife Nikki coach her college softball team. Son Joseph graduated from WVU and currently works for the Boston Red Sox; his son Thomas marches in the WVU band and will graduate in December ’25 and his daughter MJ enrolled at WVU this fall. They also have 1 year old, Knox.