Main Day 2

7:30 AM - 8:00 AM Registration for Main Conference Day Two & Networking Breakfast


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Jackie Taylor

Executive Director People Advisory Services
Ernst & Young

8:10 AM - 8:20 AM LINKEDIN GROUP FRIENDSHIP CHALLENGE – “PUT A PERSON TO THE PROFILE”

8:20 AM - 9:05 AM CHANGE MANAGEMENT INITIATIVES TO ENHANCE PROGRAM INTEGRITY & DELIVERABLES

Kenny Nelson, , Assistant Director, HR Service Center, Department of Human Resources, University of Colorado Boulder

Kenny Nelson,

Assistant Director, HR Service Center, Department of Human Resources
University of Colorado Boulder

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Evelyn Hidalgo

Associate Dean, Academic & Staff Administration
University of California at San Diego
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Adriana Long

Performance & Project Manager
University of California at San Diego

9:55 AM - 10:25 AM MORNING NETWORKING BREAK

CUSTOMER SERVICE DELIVERY MASTER CLASS

10:25 AM - 11:10 AM HOW TO ANALYZE YOUR CUSTOMER SERVICE DELIVERY & ENSURE CUSTOMER SATISFACTION

Lisa London, Director Human Resources, Business Operations, University of Louisville

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Lisa London

Director Human Resources, Business Operations
University of Louisville

METRICS MASTER CLASS

10:25 AM - 11:10 AM CHOOSING THE RIGHT METRICS TO ENSURE SERVICE EXCELLENCE, DRIVE ACCOUNTABILITY, INCREASE TRANSPARENCY AND DEMONSTRATE ROI

Melissa, Executive Director, Business Operations, University of Louisville

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Melissa

Executive Director, Business Operations
University of Louisville

11:10 AM - 11:55 AM CASE STUDY: THE POWER OF VIRTUAL SHARED SERVICES

Deborah Zumbach, Associate Vice President of Purchasing & Business Services, University of Iowa

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Deborah Zumbach

Associate Vice President of Purchasing & Business Services
University of Iowa

11:55 AM - 12:35 PM THE CRITICAL ROLE GOVERNANCE PLAYS IN SUCCESSFUL SHARED SERVICES DELIVERY

Shelley Prosise, Director, ABC Shared Services , University of Washington, School of Medicine

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Shelley Prosise

Director, ABC Shared Services
University of Washington, School of Medicine

12:35 PM - 1:35 PM NETWORKING LUNCHEON

1:35 AM - 1:55 AM TRIVIA ROUND-UP

Wrap up your conference experience in a fun way. SSSHE
Advisory Board and Speaker Faculty will challenge attendees to
see what they have learned over the course of the conference
through a game of trivia. I hope you took good notes! Winners
will receive a Starbucks gift card!

1:55 AM - 2:40 AM ROADMAP FOR INTEGRATING ROBOTIC PROCESS AUTOMATION (RPA) INTO YOUR INSTUTITION

Pam Gabel, Executive Director, Shared Services Center, University of Michigan

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Pam Gabel

Executive Director, Shared Services Center
University of Michigan

2:40 AM - 3:40 AM PANEL DISCUSSION: “I’LL NEVER DO THAT AGAIN!” LESSONS LEARNED FROM THE IMPLEMENTATION OF DIFFERENT SHARED SERVICES MODELS

Miriah Young, Assistant Director Business Services, Marshall University David Horton, Assoc. VP IT Shared Services, University of Oklahoma

Miriah Young

Assistant Director Business Services
Marshall University

David Horton

Assoc. VP IT Shared Services
University of Oklahoma

3:40 AM - 4:00 AM AFTERNOON NETWORKING BREAK

4:00 AM - 4:45 AM FIRESIDE CHAT: IDENTIFYING FUTURE TRENDS THAT WILL AFFECT YOUR SHARED SERVICES CENTER

4:45 AM - 4:45 AM END OF SUMMIT – SEE YOU NEXT YEAR!